Connie Hernandez-Perez
Weston,WI
Summary
Seeking a career with an organization that will allow advancement and opportunities to expand knowledge. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
10
10
years of professional experience
Work History
Customer Service Representative
West Corporation
09.2018 - 01.2019
- Providing Card members with Excellent Customer Service
- Activating Customers Business cards
- Building Rapport
- Multiple database platforms
- Multiple phone platforms
- Inbound/Sales calls
- Customer information entry accurately.
- Time management
- Achieving set goals
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Responded to customer requests for products, services, and company information.
Customer Service Representative/Team Lead
Travel Guard/AIG
03.2014 - 03.2017
- Providing Card members with Excellent Customer Service which include; Listening carefully for key concerns of customer
- Lost luggage tracking
- Emergency hotel check in
- Emergency Cash wires
- Benefits inquiries
- Passport assistance
- Assisting with merchant charges
- Thinking outside the box
- Follow up with customers
- Situations that are deemed travel emergencies
- Documentation research Multiple database/customer information entry
- Worked on multiple inbound/outbound phone platforms
- Customer data entry accurately
- Back up team leader/take up team lead role when needed
- Guiding coworkers with decisions Taking care of escalated calls
- Monitored team metrics, identifying opportunities for improvement and implementing targeted coaching plans.
- Improved overall call center performance with effective coaching and feedback to team members.
- Built positive rapport and relationships for high levels of customer satisfaction.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Handled day-to-day customer contact via phones, faxes, and emails.
- Cross-trained and provided backup support for organizational leadership.
Customer Service Representative
Direct Business Systems LLC
07.2009 - 03.2014
- Customer service/Sales representative
- Consistently awarded bonuses for meeting goals
- Problem solving
- Listening carefully for key concerns of a customer
- Earned reputation as customer relationships building
- Worked with multiple inbound/Outbound phone platforms
- Handling high volume of customer service sales calls
- Database/customers information entry.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Handled customer inquiries and suggestions courteously and professionally.
- Responded to customer requests for products, services, and company information.
- Managed timely and effective replacement of damaged or missing products.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Contributed to sales growth by upselling products and services based on individual customer requirements.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Worked effectively in fast-paced environments.
Education
High School Equivalency Diploma -
Mid-State Technical College
Wisconsin Rapids, WI05.2006
Skills
- Ability to work and meet quotas
- Exceptional team player
- Enjoys Interactions with customers
- Excellent time management
- Multi -lingual
- Multi-task
- Excellent verbal/ written communication
- Many Years of handling excellent customer service/sales calls
- Inbound/outbound phone system knowledge
- Ability to work in fast-paced environment
- Supervision and leadership
- Problem-Solving
- Organization and Time Management
- Team building
- Excellent Communication
- Decision-Making
References
Available upon request.
Languages
Spanish
Native or Bilingual
Timeline
Customer Service Representative
West Corporation
09.2018 - 01.2019
Customer Service Representative/Team Lead
Travel Guard/AIG
03.2014 - 03.2017
Customer Service Representative
Direct Business Systems LLC
07.2009 - 03.2014
High School Equivalency Diploma -
Mid-State Technical College
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