Falicia Hernandez
Lakeview,MI
Summary
Conscientious customer service representative with experience solving problems creatively and using tact and diplomacy to achieve win-win outcomes. Team player comfortable in competitive, fast-paced environments. Effective in handling direct customer inquiries, implementing customer service policies and executing financial responsibilities.
Overview
9
9
years of professional experience
Work History
Customer Service Associate
WESCO
Lakeview, MI
10.2021 - Current
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Informed customers about special promotions and provided detailed information for various products.
- Developed and actualized customer service initiatives to decrease wait times.
- Executes excellent sales floor merchandising and selling.
- Demonstrated items to customers and created customer awareness, interest and sales.
- Collected customer feedback and made process changes to exceed customer satisfaction goals.
- Developed community reputation through commitment to customer satisfaction and strong client relationships.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Recommended products to customers, thoroughly explaining details.
- Responded to customer requests for products, services and company information.
Customer Service Representative
Value City Furniture
Kentwood, MI
05.2021 - 07.2021
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Answered constant flow of customer calls with minimal wait times.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Responded to customer requests for products, services and company information.
- Recommended products to customers, thoroughly explaining details.
Mobile Expert
OSL Retail Services
Ludington, MI
11.2020 - 02.2021
- Maintained sound knowledge of company product suites.
- Performed in-store product demonstrations at assigned events.
- Monitored wireless sales space to establish familiarity with various carriers.
- Kept customers and other employees up-to-date on latest devices and technology by performing frequent product demonstrations.
Paraprofessional
Ludington Area School District
Ludington, MI
09.2011 - 06.2019
- Delivered personalized educational, behavioral and emotional support to individual students to enable positive learning outcomes.
- Oversaw students in classroom and common areas to monitor, enforce rules and support lead teacher.
- Prepared instruction materials, constructed bulletin boards and set up work areas.
- Kept classrooms clean, neat and properly sanitized for student health and classroom efficiency.
- Answered multi-line phone system and greeted callers enthusiastically.
- Scheduled appointments and conducted follow-up calls to clients.
- Maintained office supplies inventory by checking stock and ordering new supplies.
- Provided clerical support to company employees by copying, faxing and filing documents.
- Responded to emails and other correspondence to facilitate communication and enhance business processes.
- Entered data into Software system and updated customer contacts with information to keep records current.
Education
GED -
Ludington High School
Ludington, MI05.2001
Skills
- Efficient and Detail-Oriented
- Calm and Professional Under Pressure
- Understanding Customer Needs
- Data Entry and Maintenance
- Customer Data Confidentiality
- Building Customer Trust and Loyalty
- POS Systems and Ordering Platforms
- Exceptional Communicator
- Upbeat and Positive Personality
- Upselling Products and Services
- Courteous with Strong Service Mindset
- Speaking Clearly
- Establishing and Maintaining Customer Relationships
- Team-Oriented and Cooperative
- Sales and Upselling
- Call Transfers
- Patient and Empathetic
- Telephone Reception
- Proactive Self-Starter
Timeline
Customer Service Associate
WESCO
10.2021 - Current
Customer Service Representative
Value City Furniture
05.2021 - 07.2021
Mobile Expert
OSL Retail Services
11.2020 - 02.2021
Paraprofessional
Ludington Area School District
09.2011 - 06.2019
GED -
Ludington High School
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