Erica Hernandez
Albuquerque,NM
Summary
Organized and dedicated Administrative Assistant with proven track record of providing exceptional customer service in fast-paced environments. Offering keen attention to detail and strong decision-making skills to manage multiple, concurrent tasks. Self-motivated work ethic to perform effectively in independent or team environments.
Overview
12
12
years of professional experience
Work History
Administrative Assistant
Houston Wholesale Cars LLC
03.2014 - 10.2023
- Maintained database to track and record customer data.
- Answered multi-line phone system, routing calls, delivering messages to staff and greeting visitors.
- Managed paper and electronic filing systems by routing various documents, taking messages and managing incoming and outgoing mail.
- Restocked office supplies and placed purchase orders to maintain adequate stock levels.
- Managed filing system, entered data and completed other clerical tasks.
- Process customer Applications and Contracts within agreed timeframes to meet financial standards.
- Built and maintained excellent customer relationships through timely response to inquiries and going above and beyond to accommodate unusual requests.
- Generated financial reports monthly for management review.
- Continually sought methods for improving daily operations, communications with clients, recordkeeping and data entry for increased efficiency.
- Surpassed team goals by partnering with colleagues to implement best practices and protocols.
- Created and maintained detailed administrative processes and procedures to drive efficiency and accuracy.
Senior Customer Service Representative
Springleaf Financial
10.2011 - 10.2013
- Resolved customer service issues using company processes and policies and provided updates to customers.
- Responded to customer calls and emails to answer questions about products and services.
- Learned and maintained in-depth understanding of product and service information to offer knowledgeable and educated responses to diverse customer questions.
- Escalated issues to proper supervisors when standard processes were not effective.
- Engaged clients in person and over phone to answer questions and address complaints.
- Leveraged consistent, successful strategies to meet and exceed performance goals.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Met customer call guidelines for service levels, handle time and productivity.
- Maintained up-to-date knowledge of product and service changes.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
- Promptly responded to inquiries and requests from prospective customers.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
Education
Associate Broker -
One Stop Real Estate Education Services
Albuquerque, NM09.2022
GED -
Central New Mexico Community College
Albuquerque, NM03.2011
Skills
- PC Proficiency
- Back Office Operations
- Account Balancing
- Cash Deposit Preparation
- Data Entry Documentation
- Excel Spreadsheets
- 10-Key Proficiency
- Customer Service
- Phone Call Answering
- Closing and Contract Negotiations
- Typing Proficiency
- Credit Checks
- Contract Agreement Preparation
- Critical Thinking
- Business Administration
- Data Management
- Accounting Support
- AR/AP
- Filing
- Spreadsheets
- Prioritization
- Bookkeeping
- Self Starter
- Office Management
Bi-lingual
Spanish
Timeline
Administrative Assistant
Houston Wholesale Cars LLC
03.2014 - 10.2023
Senior Customer Service Representative
Springleaf Financial
10.2011 - 10.2013
Associate Broker -
One Stop Real Estate Education Services
GED -
Central New Mexico Community College
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