Esther Hernandez
Brownsville
Summary
Dynamic and results-oriented professional with a proven track record at Hunt Pan Am Aviation, adept in handling high call volumes and enhancing customer satisfaction. Excelled in complaint resolution and CRM software, significantly improving operational efficiency. Skilled in both critical thinking and customer service, I consistently exceed service standard goals, fostering long-term client loyalty.
Overview
4
4
years of professional experience
Work History
CSR
Hunt Pan Am Aviation
06.2022 - 11.2024
- Managed high call volumes, maintaining a professional demeanor during peak hours and effectively multitasking in a fast-paced environment.
- Demonstrated empathy and active listening skills, resulting in a higher rate of customer satisfaction and repeat business.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Answered constant flow of customer calls with minimal wait times.
- Responded to customer requests for products, services, and company information.
- Developed strong relationships with clients by understanding their needs and preferences, fostering long-term loyalty.
- Enhanced customer satisfaction by promptly addressing inquiries and resolving issues efficiently.
- Upheld strict adherence to company policies and procedures while providing exceptional service experiences for each client interaction.
- Assisted customers with account set-up, enabling smooth transitions into using the company''s products or services.
- Delivered outstanding problem-solving skills in addressing recurring issues that resulted in improved operational efficiency.
- Collaborated with management to develop strategies for enhancing overall customer experience.
- Streamlined communication between departments, ensuring timely resolution of customer concerns.
- Improved customer retention rates with exceptional product knowledge and personalized service recommendations.
- Handled complex billing issues, ensuring accurate invoicing and prompt resolution of discrepancies.
- Responded proactively and positively to rapid change.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Investigated and resolved customer inquiries and complaints quickly.
- Delivered prompt service to prioritize customer needs.
- Educated customers about billing, payment processing and support policies and procedures.
- Maintained up-to-date knowledge of product and service changes.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Monitored cash drawers in multiple checkout stations and maintained adequate cash supply.
- Promptly responded to inquiries and requests from prospective customers.
- Collected and returned unpurchased or returned items to correct shelf locations and arranged displays to promote sales.
- Bolstered customer retention by creating and offering unique discount options and inspiring interest in new product lines.
- Liaised with sales, marketing, and management teams to develop solutions and accomplish shared objectives.
- Investigated and resolved accounting, service and delivery concerns.
- Increased efficiency and team productivity by promoting operational best practices.
- Sought ways to improve processes and services provided.
- Cross-trained and backed up other customer service managers.
- Calculated correct order totals, updated accounts, and maintained detailed records for inventory management.
- Enhanced productivity levels by anticipating needs and delivering outstanding support.
- Implemented and developed customer service training processes.
- Maintained clean and orderly checkout areas by mopping floors, emptying trash cans and wiping down surfaces.
- Cross-trained and provided backup support for organizational leadership.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
Cashier
Family Dollar
07.2020 - 08.2020
- Greeted customers entering store and responded promptly to customer needs.
- Welcomed customers and helped determine their needs.
- Worked flexible schedule and extra shifts to meet business needs.
- Operated cash register for cash, check, and credit card transactions with excellent accuracy levels.
- Maintained a balanced cash drawer, ensuring accurate accounting at the end of each shift.
- Helped customers complete purchases, locate items, and join reward programs.
- Restocked and organized merchandise in front lanes.
- Assisted customers with returns, refunds and resolving transaction issues.
- Counted money in cash drawers at beginning and end of shifts to maintain accuracy.
- Stocked, tagged and displayed merchandise as required.
- Assisted customers with inquiries and provided exceptional service, resulting in positive feedback from shoppers.
- Resolved customer complaints professionally, leading to improved customer relations and loyalty.
- Handled multiple payment methods securely, minimizing discrepancies and potential losses.
- Answered questions about store policies and addressed customer concerns.
- Enhanced customer satisfaction by providing efficient and accurate cash transactions.
- Contributed to store success by maintaining high standards of cleanliness throughout the facility.
- Addressed customer needs and made product recommendations to increase sales.
- Collaborated with team members to achieve sales targets and maintain a clean, well-stocked store environment.
- Adapted quickly to new technologies implemented at POS systems, ensuring seamless transition periods for both staff and customers.
- Ensured compliance with company policies and procedures while processing transactions efficiently.
- Promoted store promotions and incentive programs to increase overall sales revenue.
- Enhanced shopping experience, provided product information and location assistance.
- Increased sales of promotional items by informing customers about current offers.
Education
High School Diploma -
Gladys Porter High School
Brownsville, TX06.2010
Skills
- Call center experience
- Customer focus
- Complaint handling
- CRM software
- Customer service
- Active listening
- Critical thinking
- Microsoft outlook
- Customer relations
- Documentation
- Payment processing
- Data entry
- Scheduling
- Office equipment proficiency
- Call management
- Problem resolution
- Dispute resolution
- Product knowledge
- Client relations
- Microsoft Excel
- Customer education
- POS systems expert
- Paperwork processing
- Appointment scheduling
- Reading comprehension
- Follow-up skills
- Prioritization
- Store maintenance
- Filing
- Delivery scheduling
- Service upselling
- Coordination
- Call triaging
- Spreadsheets
- Key holder experience
- International sales support
- Warehousing functions
- Travel planning
- Route management
Languages
Spanish
Native or Bilingual
Timeline
CSR
Hunt Pan Am Aviation
06.2022 - 11.2024
Cashier
Family Dollar
07.2020 - 08.2020
High School Diploma -
Gladys Porter High School
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