Erick Hernandez
North Las Vegas,NV
Summary
Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.
Overview
4
4
years of professional experience
Work History
Customer Care Manager
ModernMen
09.2022 - Current
- Handled complaints, provided appropriate solutions and alternatives within appropriate timeframes and followed up to achieve resolution.
- Created customer support strategies to increase customer retention.
- Supervised daily operations and sales functions to maximize revenue, customer satisfaction, and employee productivity.
- Performed duties and provided service in accordance with established operating procedures and company policies.
- Monitored team performance and provided constructive feedback to increase productivity and maintain quality standards.
Customer Experience Specialist
Steller
06.2021 - 08.2022
- Offered hands-on assistance to customers, assessing needs, and maintaining current knowledge of consumer preferences.
- Recorded information, shortages, and discrepancies to keep records current and accurate.
- Secured safety of business and employees at closing time by locking doors, reducing lighting and checking surrounding areas for suspicious activity.
- Trained and coached cashier team members on checkout procedures and strategies to maximize customer satisfaction.
- Offered subject matter expertise surrounding physical security strategy and performed site inspections to adhere to physical security strategy and standards.
Customer Service Representative
Ralphs Grocery Kroger
04.2020 - 09.2021
- Handled customer inquiries and suggestions courteously and professionally.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Answered constant flow of customer calls with minimal wait times.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Stocked merchandise, clearly labeling items, and arranging according to size or color.
- Trained new team members with positive reinforcement and respectful, encouraging coaching.
Education
High School Diploma -
Los Angeles Trade Technical College
Los Angeles, CA06.2019
Certificate Office Administration - Business Administration And Management
Los Angeles Trade Technical College
Los Angeles, CA07.2018
Skills
- Motivational Leadership
- Employee Satisfaction
- Staff Training
- Time Management
- MS Office Expertise
- High Customer Service Standards Adherence
- Administrative Support
Languages
Spanish
Native or Bilingual
Timeline
Customer Care Manager
ModernMen
09.2022 - Current
Customer Experience Specialist
Steller
06.2021 - 08.2022
Customer Service Representative
Ralphs Grocery Kroger
04.2020 - 09.2021
High School Diploma -
Los Angeles Trade Technical College
Certificate Office Administration - Business Administration And Management
Los Angeles Trade Technical College
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