Esteban Hernandez
Dallas
Summary
Bilingual (English/Spanish) customer services professional with 10+ years of experience assisting clients, resolving issues, and providing solutions. Skilled at actively listening to clients needs, maintaining a professional and positive tone, and delivering accurate, timely answers. Energetic, dependable, and a strong team player committed to creating a superior customer experience.
Overview
10
10
years of professional experience
Work History
Lawyer Interview
Dallas Bar Association
05.2023 - Current
- Client communication: answer incoming calls, respond to voicemails, and provide timely follow-ups via email to clients.
- Referral management: Process and coordinate client referral, ensuring accurate and efficient handling.
- Payment Processing: Handle credit card transactions, issue refunds, and maintain secure payment records.
- Business Development: Actively participate in recruiting attorneys for the referral service and promoting the organization's offerings.
- Team Collaboration: Contribute ideas and strategies to enhance service growth and client engagement.
- Organization Skills: Manage multiple tasks and communication simultaneously while maintaining attention to detail.
- Customer Services Excellence: Provide professional, courteous and soulution-oriented support to clients.
Coordinator's Assistant
Julian Leaver Events
01.2023 - Current
- Sales: Cultivated client relationship to drive repeat business and referrals.
- Design: Customized event layouts and visual concepts to meet client preferences.
- Client Engagement: Coordinated with cross-functional teams to ensure smooth execution of the clients request.
- Provide on-site assistance: To both bride, groom and weeding party for last-minute needs and support.
- Coordinated Guest Transportation: Directing attendees to assigned buses and ensuring timely departures.
- Guide guest to their seats: ensuring a smooth and organized ceremony start.
- Maintained Event Communication: With the Team members via walkie-talkie to address urgent needs and emergencies quickly.
- Managed post-event Breakdown: Packing and organizing decor and supplies back into carts for transport.
Member Advocate
Aetna
04.2019 - 04.2023
- Providing frontline support by managing inbound calls and messages from members, providers and sponsor.
- Explain members rights and responsibilities in accordance with contracts.
- Guide individuals through the health plan sign-up process. Engage with community members to drive enrollment.
- Increase participation in the health plan through outreach.
- Contributed to achieving monthly performance targets, assist in meetings and offer recommendations, share feedback.
Client Engagement Specialist
Norwex North America
04.2015 - 03.2019
- Managed inbound calls, providing prompt and professional assistance to clients.
- Assisted clients with placing orders, replacing damaged products, and managing inventory.
- Processed returns and refunds efficiently, ensuring client satisfaction.
- Supported onboarding of new clients and provided guidance for selling products.
- Maintained accurate records of transactions and client interactions.
Education
Associate of Arts - Interpersonal Communication
Tarrant County College
Fort Worth, TX12-2003
Speech Public Speaking
North Side High
Fort Worth, TX05-2000
Skills
- Building and maintaining client relationships
- Active listening and empathy
- Clear verbal and written communication
- Bilingual communication (English/Spanish)
- Conflict resolution and problem-solving
- Handling complaints professionally and efficiently
- Anticipating customer needs
Languages
Spanish
Full Professional
Timeline
Lawyer Interview
Dallas Bar Association
05.2023 - Current
Coordinator's Assistant
Julian Leaver Events
01.2023 - Current
Member Advocate
Aetna
04.2019 - 04.2023
Client Engagement Specialist
Norwex North America
04.2015 - 03.2019
Associate of Arts - Interpersonal Communication
Tarrant County College
Speech Public Speaking
North Side High
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