Summary
Overview
Work History
Education
Skills
Languages
Timeline
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Crystal Hernandez

Chicago,IL

Summary

Knowledgeable and dedicated customer service professional with extensive experience in the customer service industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.

Overview

9
9
years of professional experience

Work History

Financial Services Representative

E*TRADE Financial
03.2022 - 03.2023
  • Responded to inquiries from clients and provided financial advice to drive fiscal growth.
  • Maintained updated records of all financial transactions to support traceability.
  • Built and deepened productive relationships with prospective and competitive customers to drive sustained growth.
  • Collaborated with clients to maintain relationships and provide customers with thorough support and guidance.
  • Developed and maintained strong knowledge of multiple products and varying levels of benefits within each product.
  • Conducted research to answer questions and handle issues using multiple systems and resources.
  • Answered telephone inquiries on checking and savings accounts, loans, and lines of credit.
  • Educated customers on use of banking website and mobile apps.
  • Learned about customer's financial needs, established trust, and optimized sales opportunities resulting in quality customer service.
  • Assisted customers with compromised debit cards and issued new credentials.
  • Placed orders for customer checks and verified starting numbers.
  • Monitored and reported suspicious activity in line with bank security policies.
  • Served as primary point of contact for customers, providing assistance with account maintenance and transactions.
  • Maintained accurate records of customer transactions in line with bank procedures.
  • Processed customer transactions promptly, minimizing wait times.
  • Answered customer inquiries regarding account balances, transaction history, services charges, and interest rates.

Customer Service Specialist

Allstate Insurance
08.2019 - 08.2021
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
  • Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
  • Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions.
  • Documented customer correspondence in CRM to track requests, problems and solutions.
  • Met or exceeded sales goals regularly by consistently promoting relevant items to callers.
  • Processed customer account changes using Alliance and 1 View.
  • 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 day in a fast-paced environment.
  • Educated clients on how to navigate company systems and work within established frameworks to obtain desired services.

Customer Service Supervisor

Whole Foods Market
01.2017 - 01.2019
  • Coached employees through day-to-day work and complex problems.
  • Responded to customer inquiries and resolved complaints to establish trust and increase satisfaction.
  • Developed and maintained strong relationships with customers to maintain loyalty and satisfaction.
  • Conducted training and mentored team members to promote productivity and commitment to friendly service.
  • Created, prepared, and delivered reports to various departments.
  • Researched and corrected customer concerns to promote company loyalty.
  • Set priorities and problem-solved workflow issues to maintain rapport with customers and managers.
  • Optimized organizational systems for payment collections, AP/AR, deposits, and recordkeeping.
  • Identified customer service trends to provide recommendations for process and procedural improvements.
  • Monitored metrics and developed actionable insights to improve efficiency and performance.
  • Actively supported service associates by quickly responding to questions via phone and email and finding appropriate solutions to customer issues.
  • Conducted training and mentored team members to promote productivity, accuracy, and commitment to friendly service.
  • Coached team members to deliver hospitable, professional service while adhering to set service models.

Front Desk Agent

Loews Hotels
06.2014 - 09.2016
  • Took reservations over phone, in person, and via computer for guests and provided confirmation information.
  • Collected room deposits, fees, and payments.
  • Answered customer telephone calls promptly and appropriately handled needs.
  • Used internal software to process reservations, check-ins and check-outs.
  • Greeted visitors and customers upon arrival, offered assistance, and answered questions to build rapport and retention.
  • Calculated billings and posted charges to room accounts, reviewing charges with guests at checkout.
  • Issued room keys to guests upon check-in and answered questions regarding proper use.
  • Maintained clean and organized front desk areas to uphold polished company image.
  • Acquired in-depth knowledge of surrounding area to offer guests with information about dining options, entertainment, and shopping activities.
  • Welcomed each new arrival pleasantly and confirmed reservations and identification.
  • Answered multi-line phone system and enthusiastically greeted callers.
  • Responded swiftly to room requests and other inquiries made via establishment website, email, or phone.
  • Confirmed important personal and payment information for compliance with security and payment card industry standards.
  • Liaised with housekeeping and maintenance staff to address requests and complaints made by guests.
  • Answered questions and addressed, resolved, or escalated issues to management personnel to satisfy customers.
  • Maintained files and records by implementing effective filing systems that boosted efficiency and organization.
  • Contacted housekeeping staff and maintenance department to resolve issues with guest rooms.

Education

GED -

Harry S Truman Community College
Chicago, IL
06.2014

Skills

  • Cash Handling
  • Account Documentation
  • Financial Services
  • Microsoft Office
  • Salesforce
  • Microsoft Excel
  • Jira
  • Zendesk
  • Clerical Support
  • Coordinate Schedules
  • Efficient Data Entry
  • Active Listening

Languages

Spanish
Native or Bilingual

Timeline

Financial Services Representative

E*TRADE Financial
03.2022 - 03.2023

Customer Service Specialist

Allstate Insurance
08.2019 - 08.2021

Customer Service Supervisor

Whole Foods Market
01.2017 - 01.2019

Front Desk Agent

Loews Hotels
06.2014 - 09.2016

GED -

Harry S Truman Community College

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Crystal Hernandez