Ericka Hernandez
Administrative Assistant
Phoenix,AZ
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
14
14
years of professional experience
Work History
Customer Service Representative III
ADHS Bureau Of Vital Records
Phoenix, AZ
06.2006 - 10.2020
- Provided primary customer support to internal and external customers.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Processed customer adjustments to maintain financial accounts.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Used company troubleshooting resolution tree to evaluate technical problems and find appropriate solutions.
- Updated account information to maintain customer records.
- Investigated and resolved customer inquiries and complaints quickly.
- Cross-trained and backed up other customer service managers.
- Met customer call guidelines for service levels, handle time and productivity.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Facilitated inter-departmental communication to effectively provide customer support.
- Increased efficiency and performance by monitoring team member productivity and providing feedback.
- Trained new personnel regarding company operations, policies and services.
- Trained staff on operating procedures and company services.
- Effective liaison between customers and internal departments.
Education
No Degree - General Studies
University of Phoenix
Tempe, AZ 05.2001 -
Skills
Administrative support
undefinedTimeline
Customer Service Representative III
ADHS Bureau Of Vital Records
06.2006 - 10.2020
No Degree - General Studies
University of Phoenix
05.2001 -
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