Deysi Hernandez
Pasadena,TX
Summary
Dedicated Sr. Customer Service Representative with over 15 years of experience in providing superb customer service. Expert in establishing rapport by listening to customers and understanding specific needs. Manage consistent one-call resolution to offer prompt and streamlined service.
Overview
17
17
years of professional experience
1
1
Certification
Work History
Sr. Customer Service Representative
American National Insurance Company
League City, TX
08.2013 - Current
- Mentored junior team members and managed employee relationships.
- Managed incoming calls from customers while providing exceptional service.
- Provided accurate, valid and complete policy coverages to agents and clients.
- Emailed Loan forms, Surrender request and policy change forms to agents and clients. Took payments over the phone and submitted to accounting for processing.
- Assisted agents and clients with the Reinstatement forms and requirements.
- Assisted agents with New business applications and provided requirements needed.
- Handled 50+ customer interactions per day giving detailed personalized service to ensure customer retention and satisfaction.
- Provided help-desk support to clients with troubleshooting issues and password reset.
Assistant Manager
Flexi Compras
Houston, TX
10.2007 - 07.2013
- Conducted regular performance reviews for employees to identify areas of improvement.
- Developed a system for tracking inventory and ordering supplies as needed.
- Monitored employee attendance records, timekeeping, and payroll information.
- Managed customer service inquiries and complaints in a timely manner.
- Supervised daily operations including scheduling shifts, assigning duties.
- Organized schedules, workflows and shift coverage to meet expected business demands.
- Delegated daily tasks to team members to optimize group productivity.
- Completed inventory audits to identify losses and project demand.
- Resolved customer inquiries and complaints requiring management-level escalation.
Education
High School Diploma -
Milby High School
Houston, TXSkills
- Team monitoring
- Payment Processing
- Customer Support
- Credit card processing
- Microsoft office skills
- Loma Customer Service Certified
- Bi-lingual skills
- Multi-Task Skills
- Problem solving Skills
- Flexibility and Adaptability skills
Languages
English
Professional
Spanish
Professional
Certification
- Loma
- ACS
- ALMI
- FLMI 1 Certificate
Timeline
Sr. Customer Service Representative
American National Insurance Company
08.2013 - Current
Assistant Manager
Flexi Compras
10.2007 - 07.2013
High School Diploma -
Milby High School