Erik Hernandez

• Foster a positive team environment.
• Act as a role model for professional behavior and performance at all times.
• Ensure confidentiality of internal and external data.
• Perform ad-hoc projects and other duties as assigned.
• Serve as a back-up when supervisor is not available.
• Answer incoming calls from internal and external customers; troubleshooting customer and agent technical issues as well as customer service escalations.
• Train, develop, and manage their respective team and its members.

• Led cross-functional teams to enhance customer service delivery and operational efficiency.
• Developed training programs to improve team performance and employee engagement.
• Implemented process improvements resulting in streamlined operations and reduced response times.
• Conducted audits of agent calls then provided feedback to the agent to improve call quality

• Facilitated communication between departments to enhance operational efficiency and service delivery.
• Implemented feedback mechanisms to identify areas for process improvement, increasing team productivity.
• Assisted customer service representatives with troubleshooting calls and take escalation calls.

Troubleshooting, sales calls. Maintain 6.5 calls per hour.

• Self-motivated, with a strong sense of personal responsibility.
• Worked effectively in fast-paced environments.
• Skilled at working independently and collaboratively in a team environment.
• Proven ability to learn quickly and adapt to new situations.
• Transport patients to and from there medical appointments

Ensure safety, security and sanitation of facility. Quell all disturbances following policy, track employees time and schedule vacation time and keep track of their hours. Conduct daily reports of all activity from shift. Conducted new hire and promotion interviews.