Demi Herrera
Summary
Personable and dedicated employee with desire to take on new challenges. Solid team player with upbeat, positive attitude and proven skill in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success.
Overview
2
2
Languages
12
12
years of professional experience
Work History
Technical Support Representative
Spectrum
Orlando, Florida
01.2025 - Current
- Consistently ranked among the top 30 percent of agents, regularly exceeding performance metrics and company goals. Recognized as a top-performing agent within the organization based on sustained performance and achievement.
- Troubleshot Spectrum Internet, TV, and phone service issues with customers.
- Guided customers through modem, router, and receiver setup steps.
- Resolved billing questions and account access concerns.
- Escalated complex technical issues to specialized Spectrum teams.
- Demonstrated leadership by mentoring new trainees, facilitating team meetings, and creating training materials to support agent development. Served as a resource for fellow agents by providing guidance on complex calls and questions, sharing knowledge, and contributing to improve team performance.
- Ensured compliance with company policies and procedures regarding technical support operations.
- Created reports on customer complaints and feedback for management review.
Sales Representative (Cross Functional)
CarMax
Clermont, FL
05.2024 - Current
- Strengthened client satisfaction by developing lasting relationships and providing consistent follow-up, resulting in high referral rates and repeat business.
- Leader in selling our extended service plan, along with vehicle purchases.
- Achieved top ranking for converting leads to sales.
- Appraised and inspected vehicles that were being bought in.
- Inspected and prepared vehicles for sale, enhancing showroom appeal and boosting sales opportunities.
- Performed regular follow-ups with prospects to close deals in a timely manner and generate foot traffic in store.
- Produced sales documents, finalized deals and filed records.
- Facilitated smooth finance application processes, improving customer experience, and expediting sales closures.
- Operated register, handled cash and processed credit card transactions.
- Guided customers in making informed decisions about the cars they were interested in purchasing.
- Conducted test drives for prospective buyers.
- Performed data entry of vehicle information into system for registration purposes.
- Maintained records of all transactions in a computer database.
- Verified accuracy of title documents for completeness and correctness.
Customer Service Representative
CVS Health
Remote
07.2021 - 05.2024
- Provided phone support at a fast-paced inbound call center, assisted with product and service information requests, and resolved complaints.
- Trained in offline work, such as attending to customer complaints, inquiries, and requests through social media platforms, chat, and email.
- Documented customer requests, inquiries, and complaints in the call center database and ensured timely closure of all open issues.
- Forwarded issues to other departments when necessary and followed up to ensure timely resolution.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Cross-trained in multiple departments.
- Trained new hires and guided them through the process of onboarding.
Account Sales Representative
Infinity Provisions
Orlando, FL
03.2015 - 08.2020
- Created and maintained relationships with employees and clients, such as Publix.
- Handled account stock and inventory.
- Maintained accurate records of all sales activities and client communications.
- Ensured quality assurance of product delivery.
- Handled new team member training and onboarding.
- Led product demonstrations, contributing to an informed customer base and increasing sales conversions.
- Addressed customer complaints.
Education
High School Diploma -
Central Park East High School
06.2012
Skills
- Customer Service Excellence
- Account Management
- Conflict Resolution
- Sales and Lead Generation
- Relationship Building
- Computer Proficiency
- Active Listening
- Adaptive team player
- Staff Training
- Appointment Scheduling
- Data Collection/Entry
- Researching
- Problem-solving abilities
- Microsoft Excel
- Microsoft Outlook
- Product Knowledge
References
- Olivia Villa, Professional Reference, (407) 276-6412, livee1684@gmail.com
- Elizabeth DeSiqueira, Personal Reference, (917) 664-3181, Liz.Desiqueira@gmail.com
Accomplishments
- Awarded employee of the month at CVS Health.
- Consistently exceeded department goals and metrics, and regarded as one of the top performers for my department at CVS Health. Annual quality percentage was 98% with a department goal of 90%. Annual adherence percentage was 96% with a department goal of 90%.
- Leader in sales conversions and leader in extended service plan sales at Carmax.
Languages
English
Native/ Bilingual
Spanish
Professional
Timeline
Technical Support Representative
Spectrum
01.2025 - Current
Sales Representative (Cross Functional)
CarMax
05.2024 - Current
Customer Service Representative
CVS Health
07.2021 - 05.2024
Account Sales Representative
Infinity Provisions
03.2015 - 08.2020
High School Diploma -
Central Park East High School