Erica Hernandez
Fort Worth,US
Summary
With strong planning, problem-solving, and communication skills, I am extremely efficient and accurate. Focused Receptionist with six years of hands-on experience answering phone calls, scheduling appointments and directing guests. Personable and organized individual possessing strong administrative skills paired with outstanding recordkeeping and time management abilities. Committed to providing outstanding administrative support to staff and guests. Highly-motivated employee with desire to take on new challenges. Strong worth ethic, adaptability and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills.
Overview
13
13
years of professional experience
Work History
Call Center Representative
Pediatric Eye Specialist
Fort Worth, TX
11.2023 - Current
- Managed high call volumes while providing exceptional customer support and maintaining professional composure.
- Handled escalated calls professionally, effectively resolving complex issues and ensuring client satisfaction at all times.
- Mastered multiple software systems for seamless navigation during calls, improving efficiency and reducing hold times for customers.
- Enhanced customer satisfaction by efficiently addressing and resolving inquiries in a timely manner.
Lead Receptionist
Dr Samuel Lee
Fort Worth, TX
05.2017 - 11.2023
- Greeted and welcomed visitors, clients, and customers in a friendly and professional manner.
- Assigned work tasks to subordinate receptionists and monitored their performance.
- Answered incoming telephone calls promptly and directed them to the appropriate personnel or department.
- Scheduled appointments
- Handled administrative duties such as filing documents, printing reports, scanning files.
- Created daily shift schedules for subordinate receptionists based on workload demand.
- Processed payments
- Monitored office supplies inventory levels and placed orders when necessary.
- Performed data entry tasks into various computer programs accurately and efficiently.
- Ensured that the reception area was kept clean at all times by performing light cleaning duties such as dusting furniture or vacuuming carpets periodically.
- Tracked incoming mail deliveries throughout the day in order to distribute accordingly.
Customer Service Representative
Fiesta Auto Insurance & Tax Service
Fort Worth, TX
06.2015 - 12.2016
- Processed payments
- Sell auto insurance interact with customers in person
- Greet customers, determine the reason for their visit, and direct them to the appropriate staff member
- Answered a multi-line, high-volume phone calls
- Provided excellent customer service to resolve customer complaints in a timely manner.
- Assessed customer risk levels and recommended appropriate coverage options.
- Provided customers with information regarding plan features, pricing, and availability.
Cashier
Whataburger
Fort Worth, TX
06.2012 - 06.2015
- Credit cards, checks, gift cards, and coupons were all processed by me
- Keep checkout areas clean and orderly, as well as perform other cleaning tasks such as mopping floors and emptying trash cans
- Trained team members to work as cashiers.
- Counted money in cash drawer at the beginning of shift to ensure that amounts were correct and have sufficient change.
- Maintained cleanliness of checkout area including countertops, registers, windowsills and floors.
- Collected payments and provided accurate change.
Education
High School Diploma -
South Hills High School
Fort Worth, TX06.2015
Skills
- Daily Reporting
- Workflow Coordination
- Deposit Preparation
- Staff Training
- Schedule Management
- Clerical Support
- File Management
- Administrative Support
- Scheduling
- Positive and Professional
- Supply Management
- Organization Skills
- Time Management
- Staff Management
- Multi-Line Telephone Systems
- Office Administration
- Mail Distribution
Timeline
Call Center Representative
Pediatric Eye Specialist
11.2023 - Current
Lead Receptionist
Dr Samuel Lee
05.2017 - 11.2023
Customer Service Representative
Fiesta Auto Insurance & Tax Service
06.2015 - 12.2016
Cashier
Whataburger
06.2012 - 06.2015
High School Diploma -
South Hills High School