Cindy HERNANDEZ
Littleton,CO
Summary
Dedicated and honest employee for CORE for 16 years, providing skills to prioritize and multi-task in a fast-paced working environment. Confident and firm communicator recognized for successfully handling escalated customer support issues. Working as part of the training team to reach personal and CORE's goals. Strong commitment to continuous learning and growth. Comfortable with developing and delivering training programs that meet organizational goals. Create a strong bond with trainees making them feel supported in their new role.
Overview
21
21
years of professional experience
1
1
Certification
Work History
Training Specialist
CORE Electric Cooperative
01.2023 - Current
- Added responsibilities from being and MSR I, MSR II and MSR III.
- Develop training materials, manuals, procedures, and visual aids to achieve organizational goals effectively.
- Educate new hires and existing employees in multiple positions on new systems with minimal frustration and training friction.
- Track, test and train system upgrades with detailed information regarding findings and resolution techniques in documentation.
- Assist in MSR work when coverage is needed.
- Translate many notices, phone calls and in person member visits for Member Services from English to Spanish when needed.
- Certification for Training and Facilitation in December 2022.
- Certification for Adult Learning in May 2023.
- Enhance employee performance by developing and implementing comprehensive training programs.
- Update existing training materials to maintain relevance with industry best practices and evolving Member Services needs.
- Regular follow-ups with trainees post-training sessions.
- Streamline onboarding process for new hires, resulting in reduced time to productivity.
- Collaborate with department supervisors and managers to identify skill gaps and develop targeted training interventions.
- Prepared videos for online and remote instruction.
- Assisted in cashiering at the front desk when coverage was needed.
Customer Service Representative III
(CORE) Intermountain Rural Electric Association
01.2020 - 01.2023
- Added responsibilities from being and MSR I and MSR II.
- Testing process improvements and automation methods to help speed up test execution.
- Set up and operated specialized or standard tests with new systems to diagnose, test or analyze performance.
- Audited company's legal documents to verify compliant policies and procedures.
- Created plans to propose solutions to problems related to efficiently handling member interactions.
- Training Development for new and existing Member Service Representatives and Supervisors.
- Instructor Led Training for new and existing Member Service Representatives and Supervisors.
- Testing, training, and working closely with COREV group to ensure EV charging runs smoothly.
- Testing and Training the new system of NISC to all Member Service Representatives and Supervisors
- Handling escalated calls from upset members.
- Excellent collaboration with my Training teammates.
- Working with teammates in reviewing training documents to make sure correct processes are being provided to member service representatives.
- Assist in covering the front desk (cashiering)
- Assist on taking phone calls from members when incoming calls are high.
Customer Service Representative II
(CORE) Intermountain Rural Electric Association
04.2019 - 01.2020
- Added responsibilities from being and MSR I.
- Maintained high levels of professionalism.
- Answered incoming calls, emails, and chats and payment-making transactions.
- Remained calm and professional in stressful circumstances.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor and fielded member complaints and queries, fast-tracking for problem resolution.
- Used proven techniques to de-escalate angry members during telephone interactions.
- Improved customer service wait times to mitigate complaints.
- Assisted with training new hires
- Took escalated calls for co-workers when needed
- Cashier coverage as needed
- Translating in person and over the phone (only Spanish speaking rep at the time)
Customer Service Representative I
(CORE) Intermountain Rural Electric Association
04.2012 - 04.2019
- Promoted high Member satisfaction.
- Answered incoming calls and made outbound calls and provided frontline member support or assistance with service transactions.
- Remained calm and professional in stressful circumstances.
- Excellent at De-escalating problematic member concerns.
- Upheld quality control policies and procedures to increase member satisfaction.
- Developed strong member relationships to encourage repeat business.
- Informed members about billing procedures, processed payments and provided payment option setup assistance.
Cashier
(CORE) Intermountain Rural Electric Association
02.2009 - 04.2012
- Operated cash register to receive cash, check, and Money Order payments, issued receipts, and provided change.
- Answered member questions, provided necessary information and demonstrated excellent communication skills in resolving member complaints.
- Worked closely with another Cashier to assist members.
- Trained new team members in cash register operation and customer services.
- Learned roles of other departments to provide coverage.
- Developed strong in-person member relationships to encourage repeat business.
- Remained calm and professional with in-person stressful situations.
- Escalated member concerns, issues, and requirements to supervisors for immediate rectification.
Utility Clerk
(CORE) Intermountain Rural Electric Association
12.2008 - 02.2009
- Received and distributed incoming mail, messages, and packages to appropriate departments.
- Supported office clerical functions using word processing and other software, email, and office machines.
- Filed correspondence and reports following the corporate classification system.
- Assisted with printing and applying postage on Billing Statements.
- Opened and sorted Payments that Members mailed in.
- Assisted with any duties that the department was behind on.
Collections Team Lead
Bay Area Credit Services
10.2007 - 09.2008
- Assigned work to staff, setting priorities and goals.
- Consulted with managers to resolve problems relating to employee performance, office equipment, and work schedules.
- Guided/ coached employees in handling difficult or complex problems.
- Researched and prepared reports required by management or governmental agencies.
- Remained calm, stayed professional, and provided exceptional service on escalated calls, even when interacting with difficult individuals.
- Processed payments over the phone and set up recurring drafts.
- Arranged for debt repayment or established repayment schedules based on customers' financial situations.
- Reviewed overdue accounts to schedule contact dates for follow-up phone calls.
- Met demands of busy collections group by performing high volume of daily calls.
- Used variety of automated systems to locate and monitor overdue accounts.
Collections Specialist
Collection Company of America
02.2007 - 10.2007
- Remained calm, stayed professional, and provided exceptional service when interacting with difficult individuals.
- Resolved customer complaints or answered customers' questions.
- Processed payments over the phone and set up recurring drafts.
- Secured payments by following up with customers who disregarded promises to pay.
- Advised customers of necessary actions and strategies for debt repayment.
- Met demands of busy collections group by performing a high volume of daily calls.
- Used a variety of automated systems and performed Skip Tracing to locate debtors and monitor overdue accounts.
- Researched and prepared reports required by management or governmental agencies.
- Notified customers of delinquent accounts in attempt to collect outstanding amounts.
- Arranged for debt repayment and established repayment schedule based on customer finances.
- Received payment and posted to appropriate customer accounts.
- Recorded and updated customer personal accounts with accurate contact information.
- Helped train new staff.
Filing Clerk
Macdonald Equipment
01.2004 - 08.2005
- Pulled files for staff, management, and third-party requests.
- Reviewed files to check for complete and accurate information.
- Retrieved requested files and delivered to appropriate personnel and destroyed outdated and protected information in digital and physical formats.
- Added new material to file records or created new records.
- Classified information into chronological, alphabetical or numerical order.
- Maintained records of materials using logbooks or computers and generated computerized reports.
- Placed materials into storage receptacles according to classification and identification information.
- Consolidated outdated files to inactive storage, following guidelines and legal requirements.
Education
High School Diploma -
Adams City High School
Commerce City, CO11.2008
Skills
- Testing and Training new systems and updates
- Providing excellent Customer Service
- Training development for new and existing MSR's
- Critical Thinking with Strong Problem-Solving Abilities, conflict resolution
- Customer Service-Oriented
- Proper phone etiquette, professional and mature
- Bilingual
- Relatable to customers and MSR's
Certification
- Training & Facilitation Certification - December , 2022
- Adult Learning Certification - May, 2023
- Completion from American Red Cross: First Aid, CPR, AED Certification - January 2016 and July, 2023
- Quality Member Service Skills starting in 2007
- 70-80 WPM
- Microsoft skills with Excel, Loop, Planner, WellSaid, OneNote and Visio
Languages
Spanish
Full Professional
English
Professional Working
Timeline
Training Specialist
CORE Electric Cooperative
01.2023 - Current
Customer Service Representative III
(CORE) Intermountain Rural Electric Association
01.2020 - 01.2023
Customer Service Representative II
(CORE) Intermountain Rural Electric Association
04.2019 - 01.2020
Customer Service Representative I
(CORE) Intermountain Rural Electric Association
04.2012 - 04.2019
Cashier
(CORE) Intermountain Rural Electric Association
02.2009 - 04.2012
Utility Clerk
(CORE) Intermountain Rural Electric Association
12.2008 - 02.2009
Collections Team Lead
Bay Area Credit Services
10.2007 - 09.2008
Collections Specialist
Collection Company of America
02.2007 - 10.2007
Filing Clerk
Macdonald Equipment
01.2004 - 08.2005
- Training & Facilitation Certification - December , 2022
- Adult Learning Certification - May, 2023
- Completion from American Red Cross: First Aid, CPR, AED Certification - January 2016 and July, 2023
- Quality Member Service Skills starting in 2007
- 70-80 WPM
- Microsoft skills with Excel, Loop, Planner, WellSaid, OneNote and Visio
High School Diploma -
Adams City High School
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