Desiree Hernandez
Garland,TX
Summary
Dedicated bilingual customer service representative who provides exceptional customer service through active listening, problem solving. Qualified with 10 years in fast-paced customer service and call center environments. Personable and professional under pressure. Skilled staffing specialist for 3 years with experience in talent acquisition and retention strategies. Strong communicator and liaison across clients, employees, candidates and management teams. Searching for a new opportunity to grow.
Overview
19
19
years of professional experience
Work History
Accounts Payable Specialist
H&G Systems
04.2024 - Current
- Processed vendor invoices accurately and efficiently, ensuring timely payments and maintaining positive vendor relationships.
- Reconciled monthly statements to verify account accuracy and resolve discrepancies with suppliers.
- Managed data entry in accounts payable software, improving workflow efficiency and reducing processing errors.
- Implemented best practices for invoice approvals, enhancing overall compliance with company policies.
- Reached out to vendors and customers to verify information and follow up on client issues.
- Updated vendor information regularly, ensuring accurate contact details and banking information for prompt payments.
- Led employee engagement activities to foster a positive workplace culture.
- Efficiently managed personnel files, maintaining confidentiality while keeping records up-to-date and organized.
- Filed paperwork, sorted, and delivered mail and maintained office organization.
- Conducted new hire orientation to verify completion of appropriate paperwork, recording information on human resources database.
- Answered and redirected incoming phone calls for office.
- Coordinated communication between departments, enhancing workflow efficiency and information sharing.
- Trained new staff on office procedures, fostering a collaborative team environment.
- Kept reception area clean and neat to give visitors positive first impression.
- Manage lien waivers being uploaded in Textura website.
RECRUITER
KP Staffing
07.2022 - 07.2023
- Do all onboarding task to get an employee ready to work
- Visiting our clients on a regular basis to better understand their needs
- Checking new employees in on job sites
- Connect and encourage our current workforce to refer friends who may be a good fit
- Greeting and assisting candidates coming in to apply for those jobs and conducting interviews with these candidates
- Assisting with any data entry or filing that comes with each new hire
- Calling candidates from job boards to encourage them to come in for interview
- Clean office sweep, move clean, clean windows and dust
- Run Everify and all necessary onboarding documents.
- Evaluated strengths and weaknesses of candidates through effective screening processes.
- Coordinated schedules to arrange management interviews with applicants.
- Advertised job opportunities on social media platforms and job boards.
- Collaborated with hiring managers to understand job requirements and expectations.
- Provided exceptional customer service to both candidates and clients, fostering long-term partnerships.
FRONT DESK RECEPTIONIST
The Dental Specialists
06.2021 - 07.2022
- Collect, post, and manage patient account payments
- Checked patients in and out and collected payments
- Gather insurance information
- Coordinated front office duties, including customer service, patient scheduling and billing
- Scan patient paperwork
- Greet patients upon arrival
- Provide patients with new patient forms as well as copies of our office policies and legally required documents
- Answered phone calls, scheduling appointments and handling patient inquiries
- Translate for Spanish speaking patients
- Call patients to provide pre-op instructions, collect copays
- Mail documents.
- Maintained patient confidentiality at all times, adhering to strict HIPAA guidelines and office policies.
- Developed strong relationships with patients through excellent interpersonal skills, fostering trust and loyalty within the practice community.
- Assisted in maintaining a clean and organized office environment for optimal workflow and patient comfort.
- Maintained inventory of office supplies, anticipating needs and placing orders as necessary to prevent shortages or delays in treatment.
CUSTOMER SERVICE/FRONT DESK
Carter Eye Center
10.2020 - 06.2021
- Collect, post, and manage patient account payments
- Sort and file paperwork
- Checked patients in and out and collected payments
- Verified Vision insurance coverage
- Organized paperwork such as charts and reports for office and patient needs
- Carried out front office duties utilizing data entry skills in framework of medical database
- Greet patients upon arrival, sign them in and obtain insurance information and any other necessary data
- Provide patients with intake and new patient forms as well as copies of our office policies and legally required documents
- Answered phone calls and messages for the medical facility, scheduling appointments and handling patient inquiries
- Organized medical charts for patients by assembling new admission pages and adding appropriate pages to charts
- Transport discharged patients after surgery
- Translate for Spanish speaking patients
- Call patients to provide pre-op instructions, collect copays
- Mail/email new patient paperwork.
- Welcomed customers with friendly greeting, answered general questions, gathered nature of visit and directed to specific offices.
- Organized, maintained and updated information in computer databases.
- Collected and distributed messages to team members and managers to support open communication and high customer service.
- Developed strong working relationships with team members, fostering a positive work environment.
- Expedited check-in and check-out procedures for guests, ensuring seamless experiences during their visits.
- Maintained organized and clean front office area to create professional and welcoming environment for visitors and employees.
- Answered questions and addressed, resolved, or escalated issues to management personnel to satisfy customers.
CUSTOMER SERVICE REPRESENTATIVE II
Safety-Kleen
05.2019 - 01.2020
- Ensuring that health and safety is the number one priority by complying with safe practices, polices, and processes and acting in a safe manner at all times
- Received 60-100 inbound calls from internal and external customers
- Provide nationwide support for our clients in a timely manner to ensure customer satisfaction
- Handled special project from upper management
- Gather customer information, verify key aspects and then determine a timely resolution
- Drive to meet or exceed daily performance metrics related to key performance indicators
- Be personable and maintain upbeat, positive attitude while communicating with customers
- Reviewing orders and reviewing billing
- Emailing invoices as needed
- Scanning and filing as needed
- Creating orders and updating notes
- Supported specialty calls for the East Region.
- Updated account information to maintain customer records.
- Collaborated with team members to develop best practices for consistent customer service delivery.
ONSITE RECRUITER
Luxor Staffing
08.2017 - 05.2019
- Responded to customer request via telephone and email
- Copied, logged and scanned supporting documentation
- Verified documents, submitted paperwork and managed onboarding process
- Communicated with candidates on assignments via telephone and email
- Helped to set up employee benefits, including medical, dental and vision
- Reached out to qualified candidates
- Collected and uploaded I9
- Processed background checks
- Did E-Verify
- Provided information on pay rates, dates and training process
- Resolved employment-related disputes through proactive communication
- Verified applicant references and employment details
- Wrote customized job postings based on company requirements
- Utilized social media sites to recruit new employees
- Explained human resource policies, procedures, laws, standards and regulations
- Filled contract, temporary and direct hire positions.
CUSTOMER SERVICE REPRESENTATIVE
Kohl's
08.2014 - 08.2017
- Accurately document, research and resolve customer service issues
- Act professional and patiently while addressing negative customer feedback
- Troubleshooting logins and password resets
- Recommend products and services
- Help with Kohl's cash and discounts
- Defused volatile customer situations calmly
- Exceeded service and quality standards every review period
- Collected on past due balances on Kohl's credit cards
- Helped customer with settlement options for past due balances.
- Processed payments and applied to customer balances.
- Negotiated to collect balance in full.
- Worked with customer to create debt repayment plan based on current financial condition.
- Responded to customer requests for products, services, and company information.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
CUSTOMER SERVICE REPRESENTATIVE
Vertex
01.2007 - 06.2014
- Answered an average of 75 call per day by addressing customer inquiries, solving problems and providing new product information
- Enroll new customers, offering appropriate products and services
- Respond to various customer billing and service related inquiries
- Process order inquiry calls, initiate service orders and provide status
- Provide payment arrangement terms and conditions
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
- Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
- Educated customers on company systems, form completion, and access to services.
- Processed debit and credit card and electronic check payments.
- Exceeded monthly performance metrics consistently, contributing to the success of the call center operations.
- Handled escalated calls professionally, effectively resolving complex issues and ensuring client satisfaction at all times.
Education
HIGH SCHOOL DIPLOMA -
Lake highlands
05.2002
Skills
- Bilingual
- Microsoft Word
- Customer Service
- Microsoft Outlook
- Professional Telephone Etiquette
- Microsoft Office
- Ability To Work Cooperatively In A Group
- Performance Focused
- Strong Problem-Solving Aptitude
- Document Scanning
- Quick Learner
- Credit, Debit, Ach Payment Processing
- New Hire Training
- Background Checks
- Client Relations
- Candidate Pipeline Development
- Pre-Employment Screening
- Recruitment
- Administrative Support
- Organizational Skills
- Scheduling
- Data Entry
- Payment Processing
- Call Center Experience
- Excell
- Invoice processing
- Statement reconciliation
- Data entry
- Accounts payable
- Purchase orders
- Attention to detail
Timeline
Accounts Payable Specialist
H&G Systems
04.2024 - Current
RECRUITER
KP Staffing
07.2022 - 07.2023
FRONT DESK RECEPTIONIST
The Dental Specialists
06.2021 - 07.2022
CUSTOMER SERVICE/FRONT DESK
Carter Eye Center
10.2020 - 06.2021
CUSTOMER SERVICE REPRESENTATIVE II
Safety-Kleen
05.2019 - 01.2020
ONSITE RECRUITER
Luxor Staffing
08.2017 - 05.2019
CUSTOMER SERVICE REPRESENTATIVE
Kohl's
08.2014 - 08.2017
CUSTOMER SERVICE REPRESENTATIVE
Vertex
01.2007 - 06.2014
HIGH SCHOOL DIPLOMA -
Lake highlands