Daisy Hernandez
El Paso
Summary
Customer Service Representative bringing top-notch skills in oral and written communication, active listening, and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires, and providing customized solutions to build loyalty.
Overview
14
14
years of professional experience
Work History
Customer Service Representative
Sagility Health for Blue Shield of California
03.2025 - Current
- Managed customer inquiries through phone, email, and chat channels, ensuring timely responses.
- Resolved escalated issues by applying problem-solving techniques and company policies effectively.
- Streamlined communication processes between departments to enhance overall customer satisfaction.
- Conducted regular follow-ups with customers to ensure issue resolution and gather feedback.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
Brand Ambassador
HCL Tech
02.2023 - 01.2025
- Coordinated with internal teams to ensure all tasks related to brand ambassador duties were completed accurately.
- Participated in team meetings to discuss strategies and share feedback from the field.
- Maintained high levels of professionalism when interacting with customers both verbally and written.
- Resolved customer complaints by identifying problems, researching solutions, and providing corrective action plans.
- Reviewed incoming emails and responded within established timeframes.
- Provided technical assistance to customers through online chat or telephone support.
Home Care Provider
Nuevo Hogar Home Care Providers
08.2022 - 06.2023
- Collected information about conditions and treatment plans from caregivers, nurses, and doctors.
- Administered medications as instructed by physician or nurse practitioner.
- Followed HIPAA regulations to maintain confidentiality of sensitive patient information.
- Aided with mobility and independence for disabled individuals and continually monitored safety.
- Helped clients stay happy and healthy by providing mental and emotional support.
- Recognized emergency situations and implemented appropriate procedures.
- Maintained clean and well-organized environment for client happiness and safety.
Call Center Representative
Women Within
08.2011 - 07.2012
- Processed orders, forms, applications, and requests accurately and efficiently.
- 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.
- Offered additional products or services to enhance customer experience.
- Answered incoming calls from customers and provided assistance with product inquiries, billing questions, and other customer service related issues.
- Answered, screened and processed high volume of calls daily with call management system and web-based communications.
- Handled escalated customer service concerns to preserve customer satisfaction and maintain long-term business relationships.
Education
High School Diploma -
Franklin High School
El Paso, TX06-2010
Skills
- De-Escalation Techniques
- Data Entry
- Microsoft Office
- Omni Trained (Email and Chat)
- Live chat support
- Proactive and Self-Motivated
- Time Management
- Multitasking
- Salesforce
- Shield Advisor
- Call center experience
- Microsoft Excel
Accomplishments
- Telephone Service - Professionally processed 80+ calls per day, providing information and service to ensure customer satisfaction.
- Customer Relations - Earned the highest marks for customer satisfaction, company-wide.
- Customer Follow-up - Ensured that customers were satisfied with company products and services by doing purchase follow-up calls.
References
References available upon request.
Education and Training
other
Timeline
Customer Service Representative
Sagility Health for Blue Shield of California
03.2025 - Current
Brand Ambassador
HCL Tech
02.2023 - 01.2025
Home Care Provider
Nuevo Hogar Home Care Providers
08.2022 - 06.2023
Call Center Representative
Women Within
08.2011 - 07.2012
High School Diploma -
Franklin High School
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