Emilia Hernandez
Deltona,FL
Summary
Seeking a position where my vast expertise in Customer Relations will benefit your company.
I’m bilingual, a team player, self-motivated, and have superior customer service experience.
Detailed Client Service Associate known for having great organizational skills. Gifted at working with all types of customers. Looking for a new role where hard work and dedication will be highly valued.
Empathetic professional in customer service known for high productivity and efficiency in task completion. Possess specialized skills in conflict resolution, data entry, and customer relationship management. Excel in communication, problem-solving, and adaptability, ensuring positive experiences and outcomes for customers.
Overview
17
17
years of professional experience
Work History
Credit Card Customer Service Representative Lvl 3
JP Morgan Chase
Orlando, Florida
03.2013 - 01.2019
- Developed strategies for improving customer satisfaction ratings and reducing overall call times.
- Collaborated with sales team members to stay current on inventory levels and resolve item issues.
- Coached new hires regarding policies and procedures related to credit card operations and customer service best practices.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Processed payments, balance transfers, account updates and other transactions accurately and efficiently.
- Provided customer service to cardholders by responding to inquiries, resolving complaints and providing guidance on product features.
- Resolved escalated customer issues in a timely manner while maintaining positive relationships with customers.
- Mentored junior team members and managed employee relationships.
Bilingual National Order Help Desk
Century Link
Altamonte Springs, USA
01.2006 - 01.2012
- Provided assistance to Customer Care Agents, Field Tech, ,Service Provisioning Specialist, WFM Analysts, Collections and Billing Agents, and other departments as needed
- Assisted with Service Order Error and, Due Date Overrides
- Provided coaching on complicated order task, educated agents on location of information available through online handbook
- Took escalated calls from customer requesting a supervisor for both the English and Bilingual Gate
- Provided order entry for D2D sales channel
- Assisted technicians with order revisions
- Followed up with customer to ensure satisfaction
Customer Service Associate
Sprint LTD
Altamonte Springs, USA
01.2002 - 01.2006
- As a Sales Associate offering the most up to date communications services to both new and existing residential customer
- Meeting and exceeding monthly sales objectives through the inbound channel to increase business revenue
- Listening to the customer and asking probing questions before offering a resolution
- Resolving billing and collection concerns
- Taking payments and updating accounts in a high call volume environment
Data Technical Support
Embarq
Altamonte Springs, USA
01.2006
- Assisted High Speed data department with the launch and implementation of new customer based self-install service
- High speed internet support specializing in self installations, networking, virus protection, and data support with new customer
Education
Some College (No Degree) - Nursing
Daytona State College
Daytona Beach, FLSkills
- Windows XP
- Windows NT
- Windows ME
- Complaint resolution
- Call handling
- Customer relations
- Dispute resolution
Phone Numbers
386-860-2669, 386-216-6603
Languages
Spanish
Native/ Bilingual
Timeline
Credit Card Customer Service Representative Lvl 3
JP Morgan Chase
03.2013 - 01.2019
Bilingual National Order Help Desk
Century Link
01.2006 - 01.2012
Data Technical Support
Embarq
01.2006
Customer Service Associate
Sprint LTD
01.2002 - 01.2006
Some College (No Degree) - Nursing
Daytona State College