DIANA HERNANDEZ
Haymarket,VA
Summary
Skilled Customer Service Professional with outstanding abilities in coaching, documentation and active listening. Great decision-maker and valued employee. Proven history of reliability, resourcefulness and effective leadership. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet company sales customer service goals.
Overview
11
11
years of professional experience
Work History
Customer Service Lead Supervisor
United States Postal Service, USPS
03.2013 - 11.2023
- Trained, oversaw, and mentored new team members to strengthen performance and job expertise.
- Supervised day-to-day customer service operations to provide staff with guidance and drive productivity.
- Resolved customer service issues using company processes and policies and provided updates to customers.
- Greeted customers and listened closely to problems described to determine solutions.
- Promoted to team lead of customer service for displaying outstanding enthusiasm and remaining calm in extremely trying situations.
- Interacted well with customers to build connections and nurture relationships.
- Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
- Helped customers locate products and checked store system for merchandise at other sites.
- Prepared merchandise for sales floor by pricing or tagging.
- Rotated stock and restocked shelves to maintain product availability and store appearance.
- Managed returns, exchanges and refunds in accordance with store policy.
- Provided positive first impressions to welcome existing, new, and potential customers.
- Worked to meet or exceed special targets for credit card applications, special donations and specific product promotions.
- Conducted product demonstrations to highlight features and redirect objections to positive aspects.
Education
High School Diploma -
Battlefield High School
Haymarket, VASkills
- Status Updates
- Client Engagement
- Payment Processing
- Quality Assurance
- Interpersonal Communications
- Retail Store Support
- Store Maintenance
- Service Upselling
Languages
English
Full Professional
Vietnamese
Native or Bilingual
Timeline
Customer Service Lead Supervisor
United States Postal Service, USPS
03.2013 - 11.2023
High School Diploma -
Battlefield High School