Esperanza Hernandez
Antioch,CA
Summary
Experienced professional seeking a full-time position to utilize interpersonal skills, excellent time management, and problem-solving abilities. Committed to ensuring customer satisfaction through exceptional service and support. Proficient in implementing customer service best practices and adept at exploring diverse solutions to address customer needs effectively.
Overview
10
10
years of professional experience
Work History
Customer Service Representative
Mt. Diablo Resource Recovery
02.2022 - 06.2023
- Handle a high volume of inbound and outbound calls, emails, and chat interactions, ensuring minimal wait times and prompt resolution of customer inquiries.
- Provide support for routine account-related requests such as billing inquiries, payment processing, service modifications, and account updates.
- Address and resolve customer complaints and concerns effectively, demonstrating empathy and professionalism in all interactions.
- Identify opportunities for upselling and cross-selling products or services based on customer needs and preferences.
- Maintain up-to-date knowledge of company policies, procedures, and industry regulations to ensure customer accounts are managed in compliance with all applicable standards.
- Accurately document customer interactions, transactions, and feedback in the company's CRM system.
- Work closely with other departments to address and resolve customer issues and provide feedback on common concerns to improve overall service quality.
Customer Service Representative
Copia Resources
01.2020 - 01.2022
- Utilized the company’s routing and dispatch software to track routing, monitor time progress, and assess operational efficiencies, leading to optimized service delivery and reduced delays.
- Handled a range of administrative tasks, including managing customer service calls, responding to emails, and generating comprehensive reports to ensure smooth operations.
- Oversaw the activities of field crews by reviewing route photos and maintaining communication via Google Chat and phone, ensuring adherence to schedules and quality standards.
- Served as the primary point of contact for hauler companies, efficiently resolving issues related to client bins, pick-up schedules, and other operational concerns to maintain service quality.
- Developed and presented service proposals to potential clients, effectively communicating service benefits and addressing client needs to support business development.
- Communication Management: Coordinated communication between the office, clients, haulers, and field employees to ensure seamless operations and prompt issue resolution.
Office Manager
Maaco Collision Repair & Auto Painting
08.2013 - 11.2019
- Effectively managed daily production operations and employee activities to ensure a seamless workflow and high operational efficiency.
- Acted as the primary liaison for accounts, customers, and insurance companies, fostering strong relationships that contributed to repeat and referral business.
- Administered office equipment and supplies, maintaining a productive work environment and ensuring the availability of necessary resources.
- Developed and implemented a comprehensive performance evaluation system, optimizing employee productivity and driving continuous improvement.
- Established workflow processes, monitored daily productivity, and set strategic goals and objectives to align with company growth and success.
Education
Diploma -
Independence High School
06.2014
Skills
- Remote Communication and Support
- Advanced Problem Solving and Conflict Resolution
- Proficient in CRM Systems (eg, Salesforce, Zendesk)
- High-Volume Call Management
- Billing and Account Management
- Empathetic Customer Interaction
- Time Management and Self-Discipline
- Technical Proficiency with Remote Work Tools (eg, Zoom, Microsoft Teams)
Timeline
Customer Service Representative
Mt. Diablo Resource Recovery
02.2022 - 06.2023
Customer Service Representative
Copia Resources
01.2020 - 01.2022
Office Manager
Maaco Collision Repair & Auto Painting
08.2013 - 11.2019
Diploma -
Independence High School
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