Donna Hernandez
San Antonio,TX
Summary
Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals. Detail oriented and a fast learner.
Overview
22
22
years of professional experience
Work History
Customer Service Representative
United Healthcare Specialty Benefits
2021.09 - Current
- Handled customer inquiries and suggestions courteously and professionally.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Exceeded the quality and call metrics requirements every quarter since graduating from TAU.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Proficient in dental ISET, dental Facets, CSM and Nexidia Auditing & Processing Platform.
- Skilled in commercial dental benefits, Medicare/Medicaid dental benefits and commercial dental claim adjustments.
- Participated in a 6 month call auditing project while continuing to exceed my call metrics and quality audits.
Licensed Real Estate Agent
Vortex Realty
2001.10 - Current
- Assisted buyers with finding ideal homes by assessing needs, requirements, and budgets.
- Resolved client concerns related to home purchases to maintain high satisfaction ratings.
- Liaised between buyers and sellers to establish favorable prices and negotiate contract terms.
- Compared recently sold area properties to determine competitive market prices.
- Negotiated, facilitated, and managed real estate transactions.
- Developed and implemented strategic marketing plans to increase potential for selling properties and generate more leads.
Customer Service Representative
QVC Customer Service
2020.10 - 2021.02
- Handled customer inquiries and suggestions courteously and professionally.
- Answered constant flow of customer calls with minimal wait times.
- Responded to customer requests for products, services, and company information.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
Education
Associate of Applied Science - Real Estate
San Antonio College
San Antonio, TX01.2014
Skills
- Managing Multiple Tasks
- Professional Telephone Demeanor
- Conflict Resolution
- Call Center Operations
- Microsoft Excel
- Call Control Skills
- Calm and Professional Under Pressure
- Verbal and Written Communication
Timeline
Customer Service Representative
United Healthcare Specialty Benefits
2021.09 - Current
Customer Service Representative
QVC Customer Service
2020.10 - 2021.02
Licensed Real Estate Agent
Vortex Realty
2001.10 - Current
Associate of Applied Science - Real Estate
San Antonio College
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