Elissa Hernandez
Norcross,GA
Summary
Customer Support Supervisor with expertise in problem resolution and team management. Focused on improving service delivery and collaboration to enhance customer satisfaction. Technical Support Lead skilled in training staff, resolving complex inquiries, and driving project success through effective communication and innovative solutions.
Overview
10
10
years of professional experience
Work History
Social Marketing Customer Support
GoDaddy
Remote
11.2021 - 12.2025
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Evaluated customer needs to deliver effective support.
- Provided excellent service and attention to customers through phone conversations, emails, and text messages.
- Guided customers through product features and services clearly.
- Worked successfully with diverse group of coworkers to accomplish goals and address issues related to our products and services.
- Coordinated communication between departments to address customer needs efficiently.
- Worked closely with team members to achieve project objectives and meet deadlines.
- Utilized various software and tools to streamline processes and optimize performance.
- Proposed innovative ideas and solutions that improved team performance and outcomes.
- Documented all customer information and communication in CRM and other company software.
- Performed all tasks ensuring customer privacy and sensitive information safety.
- Facilitated smooth onboarding process for new clients joining the company.
Technical Support Lead
Phoenix Systems
Alpharetta, Georgia
03.2020 - 10.2021
- Led technical support team to resolve customer issues efficiently.
- Trained staff on software tools and troubleshooting techniques.
- Developed training materials for new technical support representatives.
- Managed escalated customer inquiries for complex problem resolution.
- Analyzed support tickets to identify common issues and trends.
- Managed multiple projects simultaneously while ensuring deadlines were met.
- Resolved complex customer issues in a timely manner.
- Interacted effectively with customers via phone, email, chat or other mediums.
Customer Support Supervisor
P&G Dry Cleaning
Roswell, Georgia
01.2016 - 07.2019
- Supervised daily operations to ensure efficient customer support processes.
- Trained and mentored staff on customer service best practices.
- Resolved complex customer inquiries and complaints effectively.
- Coordinated schedules to optimize staff coverage.
- Supervised and monitored customer support staff, ensuring that all tasks were completed in a timely manner.
- Ensured compliance with industry standards for data security and privacy regulations.
- Developed and implemented strategies to improve customer satisfaction ratings.
- Managed daily operational activities by delegating tasks among team members.
Education
Some College (No Degree) - Communications
Georgia State University
Atlanta, GASkills
- Customer service
- Bilingual
- Problem resolution
- Team collaboration
- Project management
- Communication skills
- Technical support
- Communication
- Good Telephone Etiquette
- Social perceptiveness
- CRM Knowledge
- MS Office
- MS Excel
- MS PowerPoint
Timeline
Social Marketing Customer Support
GoDaddy
11.2021 - 12.2025
Technical Support Lead
Phoenix Systems
03.2020 - 10.2021
Customer Support Supervisor
P&G Dry Cleaning
01.2016 - 07.2019
Some College (No Degree) - Communications
Georgia State University