Diana Hernandez
Waco,TX
Summary
Dedicated customer service professional with strong multitasking, organizational, and communication skills. Experienced in talent acquisition; recruiting talented personnel and proven ability to work collaboratively with team members. Committed to providing customer satisfaction while enhancing self and company growth.
Overview
7
7
years of professional experience
Work History
Talent Acquisition Specialist
Support Services Group Admin
07.2022 - Current
- Followed through each stage of the recruitment process with candidates outsourced by Talent Coordinators from different channels such as Indeed, Zip Recruiter, Facebook, Instagram, company website career portal, referrals, and represented the company at job fairs and hiring events.
- Met requisition goals set by each client and operations team. Disney+/Hulu/ESPN/Fanduel/Astound Broadband/T-Mobile, Saks Fifth Avenue, Crate & Barrel. Worked under pressure to meet deadlines for requisitions of 30-40 new hires.
- Conducted telephone and in-person interviews to assess candidate experience and qualifications. Conducted virtual interview panels through Microsoft Bookings/Teams (4 candidates per Teams meeting).
- Proficient in Breezy HR, Indeed, Excel, and Word. Checked speed and device specifications requirements for CSR remote roles.
- Evaluated resumes, interviewed, and presented qualified candidates to hiring managers and solicited feedback to refine recruiting strategy.
- Provided regular updates to hiring managers and HR staff on recruitment activities and progress with onboarding.
- Improved office efficiency by effectively managing internal communications and correspondence.
- Assisted the company's Latin American region with recruitment processes to meet hiring goals.
Customer Service Team Lead
Support Services Group-Affinity Health Plan
07.2021 - 07.2022
- Promoted to team lead of customer service for displaying outstanding enthusiasm and remaining calm in extremely trying situations.
- Provided daily direction and communication to employees, followed up on attendance, submitted time corrections, ensured appropriate training and resources were assessed to team, used operational reporting tools, and maintained communication with managers and team leads.
- Coached new team members on service techniques and provided scoring through quality assurance program.
- Evaluated customer service staff performance and provided constructive feedback.
- Used company troubleshooting resolution tree to evaluate technical problems and find appropriate solutions.
- Resolved product or service problems by clarifying customer's complaint, determining cause of problem and selecting best solution to solve problem. Used company processes and policies and provided updates to customers.
Customer Service Representative
Support Services Group-Affinity Health Plan
02.2020 - 07.2021
- As a customer service representative for a health insurance company , handled customer inquiries in member services , claims, medical management queues. Clarified customer issues and determined root cause of problems to resolve product or service complaints.
- Answered constant flow of Spanish/English customer and provider office calls with minimal wait times.
- Participated in team meetings and training sessions to stay informed about product updates and changes.
- Utilized customer service software to manage interactions and track customer satisfaction.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, great multitasking/typing skills, and utilizing resources.
- Followed guidelines for attendance, QA, adherence, etc.,
Cashier
Golden Chick
05.2017 - 08.2019
- Customer service counter server, took food/beverage orders. Prepared and expedited them out accordingly.
- Greeted customers entering store and responded promptly to customer needs. Built relationships with customers to encourage repeat business.
- Operated cash register for cash, check, and credit card transactions with excellent accuracy levels. Assisted customers with returns, refunds and resolving transaction issues.
- Restocked and organized merchandise in front lanes. Learned duties for various positions and provided backup at key times.
- Helped manage the store when the owner/ general manager was away, did bank deposits, and took caterings. Managed and directed in opening/closing the entire store. Went from part time to full time employee, worked flexible schedule and extra shifts to meet business needs.
Waitress
La Palma
05.2018 - 07.2018
- Greeted and seated customers, took orders, stayed up to date on menu changes, resolved complaints.
- Met performance duties on opening, closing, and shift changes.
- Used cash registers and credit card machines to cash out customers.
- Trained new waitstaff on proper food handling, customer service and safety procedures.
- Collaborated with kitchen staff to correctly update customers on unavailable dishes and wait times.
Education
No Degree -
Hill College
Hillsboro, TXDiploma -
Hillsboro High School
Hillsboro, TX05.2017
Skills
- Customer service assistance
- Payment processing
- Proficient in computer system knowledge
- Attentive to detail
- Strong communication
- Multitasking capabilities, presentation and organizational skills
- Leadership
- Call handling skills (inbound and outbound)
Languages
Spanish
Native or Bilingual
Timeline
Talent Acquisition Specialist
Support Services Group Admin
07.2022 - Current
Customer Service Team Lead
Support Services Group-Affinity Health Plan
07.2021 - 07.2022
Customer Service Representative
Support Services Group-Affinity Health Plan
02.2020 - 07.2021
Waitress
La Palma
05.2018 - 07.2018
Cashier
Golden Chick
05.2017 - 08.2019
No Degree -
Hill College
Diploma -
Hillsboro High School
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