Summary
Overview
Work History
Education
Skills
Languages
References
Timeline
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Crystal Hernandez

Chicago,IL

Summary

Customer Service Specialist recognized for high productivity and efficient task completion. Expertise in problem-solving, conflict resolution, and time management supports success in fast-paced environments. Strong communication and active listening skills enhance understanding of customer needs, leading to exceptional service delivery.

Overview

9
9
years of professional experience

Work History

Front Desk Agent

Westin O'Hare
Chicago, Illinois
11.2023 - 04.2025
  • Provided information about hotel amenities, services, and local attractions.
  • Scheduled reservations for groups and special events.
  • Stayed current on promotions, discounts, packages, and offers available at the hotel.
  • Answered phones, responded to inquiries, and took messages.
  • Resolved customer complaints promptly and courteously.
  • Processed payments accurately and efficiently.
  • Performed light housekeeping duties such as stocking supplies or cleaning surfaces.
  • Verified accuracy of room rates and other charges during check-in process.
  • Addressed customer needs in a timely manner.
  • Assisted with luggage handling for incoming guests.
  • Provided excellent customer service while upholding company policies.
  • Assisted with check-in and check-out procedures for guests.
  • Collaborated with colleagues to ensure smooth operations of front desk area.
  • Generated daily reports detailing occupancy levels, revenue amounts.
  • Kept accurate records of guest transactions.
  • Managed cash drawer responsibly throughout shift.
  • Inputted guest information into computer system accurately and securely.
  • Monitored security cameras in lobby area as needed.
  • Maintained cleanliness of lobby area at all times.
  • Ensured that all safety regulations were followed according to company standards.
  • Welcomed patrons to front desk and engaged in friendly conversations while conducting check-in process.

Financial Services Representative

E*TRADE
Chicago, Illinois
08.2022 - 09.2023
  • Ensured that all customer inquiries were answered promptly and completely.
  • Generated reports regarding customer calls, transaction volumes and other performance metrics.
  • Assisted customers with a variety of inquiries related to banking products and services, including deposits, withdrawals, transfers and account maintenance.
  • Performed financial analysis on customer accounts using specialized software programs.
  • Implemented new technologies or processes within the call center environment.
  • Provided quality customer service while processing transactions accurately and efficiently.
  • Adhered to security protocols when handling confidential information such as accounts numbers or social security numbers.
  • Maintained detailed records of customer interactions via automated tracking system.
  • Processed incoming payments from customers according to established policies and procedures.
  • Promptly responded to emails, voicemails, letters and other correspondence from customers.
  • Educated customers on the features and benefits of various bank products and services.
  • Conducted surveys with customers after completing their banking requests in order to gauge satisfaction levels.

Customer Service Specialist

Allstate Insurance Co
Chicago, Illinois
09.2019 - 11.2021
  • Utilized knowledge base to answer inquiries from customers quickly and effectively.
  • Attended regular training sessions on updates and changes within the industry or organization.
  • Followed standard processes and procedures for proper escalation of unresolved issues to appropriate internal teams.
  • Stayed current on relevant product and service offerings as well as competitor pricing models.
  • Identified opportunities to improve policies and procedures related to customer service operations.
  • Provided accurate information regarding products and services while upselling additional products when appropriate.
  • Consulted with customers to resolve service and billing issues.
  • Monitored call queues in order to prioritize incoming calls by urgency or importance level.
  • Maintained detailed records of customer interactions and transactions for future reference.
  • Offered additional products or services to enhance customer experience.
  • Adhered strictly to all applicable laws and regulations pertaining to customer privacy rights.
  • Assisted customers with navigating the company's website to locate desired information or items for purchase.
  • Maintained high levels of professionalism while interacting with customers via phone or email.
  • Identified opportunities to upsell additional products or services when appropriate.
  • Performed follow-up calls as necessary to ensure satisfactory resolution of customer inquiries.
  • Processed orders, forms, applications, and requests accurately and efficiently.
  • Answered incoming calls from customers and provided assistance with product inquiries, billing questions, and other customer service related issues.
  • Analyzed data collected during each call in order to identify trends in customer feedback.

Customer Service Supervisor

Whole Foods Market Inc
Chicago, Illinois
01.2016 - 01.2019
  • Resolved customer complaints in a courteous and professional manner.
  • Monitored inventory levels and stock shelves with new merchandise.
  • Implemented new methods for reducing shrinkage and increasing profitability.
  • Established procedures for opening and closing the store, handling cash, and stocking shelves.
  • Analyzed sales data to identify trends and opportunities for increased profitability.
  • Organized promotional displays to attract shoppers' attention.
  • Maintained accurate records of employee attendance and performance evaluations.
  • Prepared weekly schedules for staff members to maximize efficiency.
  • Resolved customer complaints in an efficient manner.
  • Conducted regular meetings with staff to discuss performance goals.
  • Resolved customer complaints in a timely manner while maintaining high standards of customer service.
  • Managed store personnel, including hiring and training new employees.
  • Trained new hires on customer service and rotation practices.
  • Completed thorough opening, closing, and shift change functions to maintain operational standards each day.

Education

High School Diploma -

Thomas Kelly High School
Chicago, IL
06-2013

Skills


  • Registration
  • Ad-Hoc Project Support
  • Call Documentation
  • Administrative Support
  • Billing and Invoicing
  • Payments Processing
  • Data Collection and Processing
  • Service Delivery
  • Account Documentation
  • Financial Services
  • Time Management
  • Salesforce
  • CRM
  • Slack
  • Front office support
  • Zendesk
  • Jira
  • Front desk operations

Languages

Spanish
Native/ Bilingual

References

References available upon request.

Timeline

Front Desk Agent

Westin O'Hare
11.2023 - 04.2025

Financial Services Representative

E*TRADE
08.2022 - 09.2023

Customer Service Specialist

Allstate Insurance Co
09.2019 - 11.2021

Customer Service Supervisor

Whole Foods Market Inc
01.2016 - 01.2019

High School Diploma -

Thomas Kelly High School

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