Courtney Hernandez
San Antonio,Texas
Summary
Strong leader and problem-solver. Uses independent decision-making skills and sound judgment to positively impact company success.
Overview
17
17
years of professional experience
Work History
Customer Service Specialist
TaskUS/Custom Ink WFH
01.2021 - 07.2022
- Conducted comprehensive assessment of customer order content to enhance operations
- Inbound/outbound phone calls
- Processed, cancelled, adjusted, maintained, and helped redesign some orders
- Delivered exceptional customer service by effectively handling inquiries via chat, email, and phone calls.
- Partnered with other teams within the organization to optimize cross-functional collaboration and drive successful project outcomes.
- Licensing, Art, Printer, Logistics te
- Use many systems such as Embassy, Gimp, Inkspace, Spreadsheets, and more.
- Handled escalated calls calmly, finding resolutions that satisfied both the company and the customer''s needs.
- Managed high call volume while maintaining a courteous and professional demeanor.
- Assisted new employees with training, sharing best practices for handling difficult situations and achieving positive outcomes.
- Established trust with clients through clear communication, patience, and understanding their unique challenges fully before offering solutions tailored to their needs.
Homemaker
01.2013 - 01.2021
Customer Service Representative
Kohl's
01.2012 - 01.2013
- Addressed customer inquiries regarding credit card accounts and kohl's.com website
- Evaluated payment details, analyzed credit card activity, and monitored transaction history for efficient processing. Provided customers with user-friendly troubleshooting assistance for navigating the website effectively.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- 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.
- Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
- Fostered positive customer service culture within team which led to higher customer satisfaction rates.
Senior Service Specialist
Chase
01.2009 - 01.2012
- Answered customer inquiries about their checking and savings accounts
- Had a supervisor role in which I spoke with irate customers and came to a resolution to meet their needs
- Dealt with customer service and fraud escalation regarding electronic money and false debit card claims
- Handled delicate customer information in a discrete manner
- Made transfers, ordered checks, stop payments, wire transfers, bill pay, direct deposit, filed claims
- Monthly sales goals to meet by up selling products
- Provided fund verifications and monitor customer online login history and patterns along with transaction history
- Reviewed wires and online transactions for potential fraud
- Regularly make outbound calls to customers and external banks to verify information
- Submitted customer complaints and read all required disclosures
- Gave online technical support and walked customers through step by step
- Familiar with Reg-R, Reg-CC, FACTA, and FCRA.
Receptionist
Whispering Waters Day Spa
01.2009
- Greeted customers providing a positive and friendly attitude
- Checked in customers as they arrived, scheduled new appointments and follow ups using the computer system
- Distributed fax messages, posted newsletters, answered and sent out emails
- Answered calls and handled daily maintenance of the spa's lobby such as caring for office furniture, plants, etc.
Beauty Advisor
Walgreens
01.2008 - 01.2009
- Demonstrated exceptional customer service skills through welcoming customers and providing in-depth information on products
- Achieved self-set and monthly sales objectives by delivering impactful production
- Cultivated a repeat customer following by offering personalized guidance in selecting make up and skincare products through private consultations.
- Successfully demonstrated various products and actively engaged in promotional events.
- Maintained an organized and visually appealing product display, resulting in increased customer interest and engagement.
- Educated customers on proper product usage techniques, fostering confidence in their ability to replicate results at home.
- Maintained counter and display areas for cleanliness and organization.
- Trained new Beauty Advisors on product knowledge and customer service excellence, standardizing high service levels.
Sales Associate/Team lead
Mervyns
01.2006 - 01.2007
- Streamlined operations by implementing efficient organization methods for product inventory and sales monitoring.
- Accurately processed POS transactions, returning coin, currency, payment cards, and receipts to customers.
- Responsible for inventory management, freight handling and cash transactions
- Minimized wait times for customers during peak hours, maintaining a high level of customer satisfaction.
- Enhanced team productivity by fostering a positive work environment and providing support to colleagues as needed.
- Contributed to visual merchandising efforts by creating eye-catching displays that showcased products effectively and enticed shoppers to make purchases.
- Managed returns, exchanges and refunds in accordance with store policy.
- Maintained calm demeanor and professionally managed issues in busy, high-stress situations.
- Prepared merchandise for sales floor by pricing or tagging.
- Helped customers locate products and checked store system for merchandise at other sites.
Education
High School Diploma -
Academy Of Creative Education
01.2009
Skills
- Outstanding with customer support services
- Skilled at learning new concepts quickly
- Accustomed to working in fast-paced environments with the ability to think quickly and successfully handle difficult clients
- Excellent interpersonal skills, ability to work well with others, in both supervisory or support staff roles
- Mastery of Microsoft office programs (word, excel, powerpoint)
- Ability to work with several operating systems at once
- Professional Demeanor
- Service-oriented mindset
Timeline
Customer Service Specialist
TaskUS/Custom Ink WFH
01.2021 - 07.2022
Homemaker
01.2013 - 01.2021
Customer Service Representative
Kohl's
01.2012 - 01.2013
Senior Service Specialist
Chase
01.2009 - 01.2012
Receptionist
Whispering Waters Day Spa
01.2009
Beauty Advisor
Walgreens
01.2008 - 01.2009
Sales Associate/Team lead
Mervyns
01.2006 - 01.2007
High School Diploma -
Academy Of Creative Education