Summary
Overview
Work History
Education
Skills
Languages
Timeline
Generic

Dennise Hernandez

Hawthorne,CA

Summary

As customer service professional, brings valuable experience in addressing and resolving customer issues effectively. Known for strong focus on team collaboration and achieving positive outcomes. Reliable and adaptable with excellent communication and problem-solving skills.

Overview

10
10
years of professional experience

Work History

Shift Supervisor

Starbucks
09.2024 - Current
  • Completed store opening and closing procedures and balanced tills.
  • Managed cash handling procedures, maintaining accuracy in financial transactions and minimizing discrepancies in daily reconciliations.
  • Responded to and resolved customer questions and concerns.
  • Resolved customer complaints and issues and offered thoughtful solutions to maintain customer satisfaction.
  • Helped store management meet standards of service and quality in daily operations.
  • Enforced company policies and regulations with employees.
  • Ensured smooth operations during peak hours by effectively managing resources and staff allocation.
  • Provided ongoing support to employees during challenging situations, offering guidance on problem-solving techniques for improved efficiency outcomes.
  • Enhanced team productivity by implementing efficient shift scheduling and task delegation.
  • Monitored staff compliance with health codes, ensuring high standards of cleanliness throughout the facility consistently met or exceeded expectations.
  • Managed shift operations, supplied resources and monitored team performance to keep business profitable and running smoothly.

Starbucks Leader

Ralphs
07.2015 - 09.2024
  • Identified team weak points and implemented corrective actions to resolve concerns.
  • Assisted with new hire processing and existing training programs.
  • Led cross-functional teams to achieve company-wide goals, fostering a culture of collaboration and innovation.
  • Overcame challenging deadlines and resource limitations by reallocating personnel and focusing on priority tasks.
  • Built high-performing teams by recruiting top talent and providing ongoing support through professional development programs.
  • Mentored junior staff members, helping them develop leadership skills and advance their careers within the organization.
  • Led team by answering complex customer questions and mentoring personnel one-on-one.
  • Evaluated staff performance and provided coaching to address inefficiencies.
  • Developed effective improvement plans in alignment with goals and specifications.
  • Educated staff on organizational mission and goals to help employees achieve success.
  • Maintained database systems to track and analyze operational data.
  • Generated reports detailing findings and recommendations.
  • Frequently inspected production area to verify proper equipment operation.
  • Cultivated positive relationships with vendors to deliver timely and cost-effective supply of services and materials.

Customer Service Representative

Hallmark Aviation
07.2022 - 11.2023
  • Provided exceptional customer service with empathetic listening and effective problem-solving skills.
  • Managed passenger boarding process, maintaining orderliness and timeliness during busy periods.
  • Kept up-to-date on flight schedules to provide accurate information for travelers seeking assistance.
  • Handled escalated customer complaints professionally, implementing solutions that addressed concerns adequately.
  • Utilized strong attention-to-detail skills when reviewing passenger documents for accuracy before issuing boarding passes.
  • Assisted passengers with special needs, ensuring a comfortable and stress-free travel experience.
  • Maintained calm under pressure while managing stressful situations involving delayed or canceled flights.
  • Collaborated with team members to achieve high levels of performance in demanding situations.
  • Fostered a welcoming environment at the gate area by engaging in friendly conversations with travelers and attending promptly to their concerns.
  • Streamlined check-in processes for faster service, resulting in reduced wait times.
  • Coordinated closely with other departments to address operational challenges affecting customer experiences smoothly and efficiently.
  • Conducted thorough ticket verification to maintain airline security standards and prevent fraud incidents.
  • Suggested various packages and amenities to guests, helping each find perfect accommodations to fit personal needs.
  • Provided follow through on all calls with confirmations and dissemination of requested information.
  • Managed online booking inquiries and assisted guests and travel partners with questions throughout entire booking cycle.
  • Managed and closed reservation calls to increase bookings by maintaining strong knowledge of resort products, services, and facilities.
  • Engaged customers to find amiable and appropriate solutions to transportation issues and conflicts.
  • Reviewed and updated customer information to maintain up-to-date records for high-quality service.
  • Prepared customer invoices, accepted payments, and processed refund and cancellation requests.
  • Provided high level of customer service to each person by engaging customer and using active listening and effective interpersonal skills.
  • Processed ticket sales accurately, ensuring correct fare calculations and efficient booking procedures were followed.
  • Proactively assisted passengers with baggage issues, minimizing delays and enhancing satisfaction.
  • Expedited lost luggage retrieval by coordinating efforts between ground crew and airline staff effectively.
  • Greeted passengers, assisted with carry-on baggage storage and delivered onboard announcements.

Education

High School Diploma -

Hawthorne High School
Hawthorne, CA
06-2014

Skills

  • Baggage handling
  • Customer relations
  • Strong empathy
  • Stress tolerance
  • Ticketing systems
  • Customer service
  • Phone etiquette
  • Travel bookings
  • Payment processing

Languages

Spanish
Native or Bilingual

Timeline

Shift Supervisor

Starbucks
09.2024 - Current

Customer Service Representative

Hallmark Aviation
07.2022 - 11.2023

Starbucks Leader

Ralphs
07.2015 - 09.2024

High School Diploma -

Hawthorne High School

Similar Profiles

CREATE PROFILE