Christian Hernandez
Sugar Land,TX
Summary
Dedicated and customer-focused professional with extensive experience in delivering exceptional service and support. Proven ability to handle high volumes of inbound and outbound calls while maintaining a positive and empathetic attitude. Adept at resolving customer inquiries, addressing concerns, and providing tailored solutions to enhance customer satisfaction. Strong communication skills and drive for building rapport with diverse clientele. Committed to achieving team goals and contributing to a positive organizational culture.
Overview
10
10
years of professional experience
Work History
Relationship Banker
First Service Credit Union
02.2023 - Current
- Developed and maintained strong relationships with clients to understand their needs and provide tailored financial solutions.
- Maintained and updated 1,000+ client databases with accurate personal information, ensuring compliance with data protection regulations.
- Resolved customer complaints and disputes to maintain satisfaction and loyalty.
- Documented customer inquiries and resolutions within database, maintaining thorough record to enhance future interactions and service continuity.
- Initiated 30+ cold calls daily to prospective clients to introduce banking products and services, leading to increased customer acquisition and retention.
- Gathered customer feedback during cold calls for product improvement and service enhancement.
- Consistently met and surpassed monthly cold calling targets, while applying strong communication skills and ability to build rapport quickly with potential clients.
- Recognized personally by members for customer service with (3) 5-Star Reviews on Google
Lead Front Desk Coordinator
Massage Heights
05.2022 - 02.2023
- Managed front desk operations, greeting 40+ clients daily and providing exceptional customer service for creating welcoming atmosphere, while building rapport.
- Answered multi-line phone system and enthusiastically greeted 20-30 callers daily for appointment scheduling, products and services, and membership options.
- Maintained and updated over 200+ different client information within CRM system, ensuring accurate records for follow-up calls and marketing efforts.
- Handled customer complaints or concerns with empathy and professionalism, ensuring resolution in timely manner.
- Empathize with clients, while addressing their needs effectively, to relay important information to therapists regarding client preferences and feedback.
- Trained 4 new staff members in customer service techniques and hotel operations.
Lead Generation Supervisor
Global Exchange Vacation Club
10.2017 - 05.2021
- Greet 1,000+ potential clients per shift.
- Initiated phone calls and in-person marketing to potential clients to introduce products/services, effectively capturing interest and qualifying leads.
- Practiced active listening techniques to understand customer needs and tailor responses effectively, preparing for customer service interactions.
- Maintained lead conversion rate of 70% and above.
- Developed resilience and adaptability by effectively managing objections and rejections.
- Implemented new customer service and sales techniques, and trained 20+ employees to increase sales by 30%.
- Achieved or exceeded key performance indicators, such as call handling time, customer satisfaction scores, and lead conversion rates.
- Recognized in 2018 for Top Houston Greeter
Lead Generator
Holiday Inn Club Vacations
10.2014 - 10.2017
- Greet 1,000 potential clients per shift.
- Collect client personal information, ensuring that leads are submitted with precision and security.
- Effectively communicate products and services to groups of 15+ potential clients.
- Influenced customer's decisions by using conceptual selling techniques and data-based presentations.
- Created customized marketing materials to increase product awareness.
- Collected and analyzed data from variety of sources to create detailed market research reports for top-level decision makers.
- Consistently achieved or exceeded monthly expectations, leading to Top Houston Greeter acknowledgement on multiple occasions.
Education
Associate of Arts -
Houston Community College
Houston, TXHigh School Diploma -
Lawrence E Elkins High School
Missouri City, TXSkills
- Communication
- Customer Relationship Management
- Computer & Phone Proficiency
- Complaint Handling
- Problem-Solving
- Active Listening
- Data Entry
- Patience
Timeline
Relationship Banker
First Service Credit Union
02.2023 - Current
Lead Front Desk Coordinator
Massage Heights
05.2022 - 02.2023
Lead Generation Supervisor
Global Exchange Vacation Club
10.2017 - 05.2021
Lead Generator
Holiday Inn Club Vacations
10.2014 - 10.2017
Associate of Arts -
Houston Community College
High School Diploma -
Lawrence E Elkins High School
Similar Profiles
MELISSA HAYDENMELISSA HAYDEN
Collector at FIRST SERVICE CREDIT UNIONCollector at FIRST SERVICE CREDIT UNION
Alexa GanglAlexa Gangl
Consultant at Canvas Credit Union, formally Public Service Credit UnionConsultant at Canvas Credit Union, formally Public Service Credit Union
Nastassia G. HensonNastassia G. Henson
Risk Analyst at Pacific Service Credit UnionRisk Analyst at Pacific Service Credit Union