Summary
Overview
Work History
Education
Skills
Timeline
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Crystal Hernandez

Chicago,IL

Summary

Client-focused Registered Client Service Associate offering 8 years of experience managing key accounts to deliver superior service. Proficient in Microsoft CRM, Zendesk and Salesforce. Expertise in providing client support, maintaining files and records and preparing quantitative, comparative performance evaluations. Committed to collaborating with associates and management to achieve business objectives.

Overview

8
8
years of professional experience
1
1
Language
43
43
years of post-secondary education

Work History

Client Services Representative

Kastle Systems
Chicago, IL
09.2021 - 04.2022
  • Responded to clients in a timely and high-quality manner while adhering to Kastle policies and standards.
  • Ensured that client issues and requests were addressed to full resolution in an efficient and satisfactory manner.
  • Worked closely with internal teams to maintain a continuous knowledge of projects and proactively communicates potential issues and/or opportunities within or related to the project.
  • Aware and in pursuit of opportunities for account growth and new business, involving Sales, Client Services, Business Development support.
  • Understanding of company capabilities and service, and effectively communicates all offerings to the client.
  • Communicates the client's goals and represent the client's interests to the team.
  • Reports to the Team Lead, providing regular input on all client account activity, including status and call reports as required.

Customer Service Specialist

Allstate Corp
Chicago, IL
08.2019 - 08.2021
  • Met or exceeded sales goals regularly by consistently promoting relevant items to callers.
  • Processed customer account changes using Alliance and 1 View. Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
  • Documented conversations with customers to track requests, problems and solutions.
  • Informed customers about billing procedures, processed payments and provided payment option set-up assistance.
  • Asked probing questions to determined service needs and accurately input information into electronic systems.
  • Assisted 50+ callers per week in fast-paced environment.
  • Educated clients on how to navigate company systems and work within established frameworks to obtain desired services.

Store Support Lead

Whole Foods Market
Chicago, IL
01.2016 - 01.2019
  • Supervised and delegated tasks to Team Members. Worked with Team Trainer to train Team Members in a manner that builds and sustains high-performance team and minimizes turnover.
  • Assisted in training of new Team Members, utilizing learning checklists and training materials.
  • Kept all cases and shelves clean, well-stocked and properly rotated.
  • Resolved difficult customer situations.
  • Ensured all necessary breaks are given. Communicated team concerns to Team Leader and Associate Team Leader.
  • Communicated attendance issues or concerns to Team Leader and Store Leadership.
  • Set and achieved highest standards of retail execution. Fostered and encouraged positive environment of outstanding teamwork, mutual respect, and exceptional morale.
  • Maintains awareness of customer flows and needs and directs Team Members as necessary to satisfy and delight customers; responds promptly to customer needs and questions.
  • Selects, trains, develops, mentors, motivates, and counsels Team Members in manner that sustains high-performance team and minimizes turnover.
  • Provides timely, thorough, and thoughtful performance evaluations.

Customer Service Agent

Arise
Chicago, IL
06.2014 - 07.2016
  • Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
  • Demonstrated high attention to detail, organization and management of multiple tasks and projects simultaneously.
  • Evaluated customer information to explore issues, develop potential solutions and maintain high-quality service.
  • Educated clients on account services and resolved client inquiries regarding statement information and account balances.
  • Handled inbound customer chat conversations from various websites.
  • Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
  • Adhered to company policies and scripts to consistently achieve call-time and quality standards.
  • Met customer call guidelines for service levels, handle time and productivity.
  • Answered average of 30 calls, emails and faxes per day, addressing customer inquiries, solving problems and providing product information.

Education

High School Diploma -

Thomas Kelly High School
Chicago, IL

Skills

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Timeline

Client Services Representative

Kastle Systems
09.2021 - 04.2022

Customer Service Specialist

Allstate Corp
08.2019 - 08.2021

Store Support Lead

Whole Foods Market
01.2016 - 01.2019

Customer Service Agent

Arise
06.2014 - 07.2016

High School Diploma -

Thomas Kelly High School

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Crystal Hernandez