Summary
Overview
Work History
Education
Skills
Languages
Timeline
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Flora Hernandez

Rio Grande City,Texas

Summary

Dynamic customer service professional with a proven track record at Faneuil LLC, recognized for enhancing customer satisfaction and loyalty. Skilled in problem-solving and time management, I effectively resolved escalated issues while fostering strong client relationships. Proficient in CRM software, I consistently delivered exceptional support experiences that drove team performance and service quality.


Overview

5
5
years of professional experience

Work History

Associate Customer Service Representative

Faneuil LLC
06.2024 - 04.2025
  • Enhanced customer satisfaction by promptly addressing inquiries and resolving issues.
  • Ensured compliance with company guidelines regarding data confidentiality when handling sensitive client information during communications or transactions processing purposes.
  • Recognized for outstanding performance on multiple occasions, reflecting dedication towards providing top-notch support experiences that build brand loyalty and foster customer retention.
  • Assisted in developing training materials aimed at improving team performance and consistency in service quality standards.
  • Reduced response times with effective time management and prioritization skills.
  • Utilized CRM software effectively for efficient tracking of customer interactions and issue resolution progress.
  • Managed high volume of incoming calls, maintaining composure under pressure and providing accurate information to customers.
  • Built strong relationships with clients, fostering trust and loyalty through personalized assistance.
  • Handled escalated customer complaints professionally, ensuring timely resolution while preserving long-term client relationships.
  • Responded to customer requests for products, services, and company information.
  • Investigated and resolved customer inquiries and complaints quickly.

Customer Service Supervisor

Advanced Call Center Technologies LLC
06.2022 - 04.2024
  • Promoted a positive work environment through open communication channels, fostering team collaboration and high morale.
  • Collaborated with other departments to address recurring customer concerns, improving overall service quality.
  • Coached employees through day-to-day work and complex problems.
  • Improved customer satisfaction by addressing and resolving escalated issues promptly and professionally.
  • Enhanced team productivity through regular coaching, feedback, and performance evaluations.
  • Maintained up-to-date knowledge of company products and services, effectively communicating changes to the team for seamless customer support.
  • Demonstrated exceptional problem-solving abilities in navigating challenging customer scenarios and finding solutions that met their needs as well as aligned with company policies.
  • Developed and maintained strong relationships with customers to maintain loyalty and satisfaction.
  • Managed escalated calls with diplomacy, successfully deescalating situations while ensuring satisfactory resolutions for both parties involved.
  • Coached team members to deliver hospitable, professional service while adhering to set service models.
  • Responded to customer inquiries and resolved complaints to establish trust and increase satisfaction.
  • Assessed team performance through regular reporting, identifying opportunities for further skill development and training initiatives.
  • Led regular customer service meetings to review progress identify challenges and provide feedback.
  • Evaluated individual performance metrics to identify areas of improvement, providing targeted coaching to boost results.
  • Developed comprehensive training materials for new hires, ensuring consistent knowledge and skill development across the team.
  • Conducted training and mentored team members to promote productivity and commitment to friendly service.
  • Monitored call center data to assess trends, proactively implementing solutions for identified issues.

Office Manager

Bridgepoint Insurance
06.2020 - 04.2022
  • Handled sensitive information with discretion, maintaining confidentiality of company documents and personnel records.
  • Provided exceptional customer service when addressing client inquiries or concerns via phone calls or email correspondence.
  • Maintained accurate financial records by reconciling accounts payable/receivable transactions regularly to ensure balanced budgets.
  • Oversaw office inventory activities by ordering and requisitions and stocking and shipment receiving.
  • Conducted regular inventory assessments of office supplies, ordering necessary items proactively to prevent stock shortages.
  • Enhanced team productivity by delegating tasks effectively and overseeing daily workflow.
  • Coordinated office events and meetings, ensuring timely execution and optimal scheduling for all participants.
  • Streamlined office operations by implementing efficient filing systems and organizational strategies.
  • Assisted in the recruitment process, conducting interviews and onboarding new employees to promote a seamless integration into the team dynamic.
  • Served as a liaison between upper management and staff members, facilitating open channels of communication to address concerns or issues promptly.
  • Developed comprehensive policy manuals outlining procedures and guidelines, contributing to a well-organized workplace culture.
  • Developed comprehensive training materials for new staff members, ensuring consistent procedures across the department.
  • Maintained up-to-date knowledge of federal, state, and local tax laws, ensuring accurate application in all cases.
  • Managed high-volume workload while maintaining strict attention to detail in verifying ownership documents and registration forms.
  • Communicated with customers to resolve common title issues.
  • Expedited the title transfer process, closely monitoring timelines and proactively addressing any potential delays.
  • Coordinated efforts between sales staff, finance managers, and DMV offices to provide clients with prompt service regarding their vehicle titles.
  • Enhanced customer satisfaction by providing timely and accurate title information for vehicle transactions.
  • Assisted customers with complex title issues, providing guidance and support throughout the resolution process.
  • Maintained compliance with state regulations by staying up-to-date on changes in laws pertaining to titles and registrations.
  • Maintained confidentiality and security of personal information to protect customer privacy and prevent identity theft.
  • Audited and reviewed title documents for accuracy and compliance with state and federal regulations.

Education

Rio Grande City High School
Rio Grande City, TX

Skills

  • Customer service
  • Problem-solving
  • Time management
  • Multitasking and organization
  • Critical thinking
  • Active listening
  • Adaptability and flexibility
  • Verbal and written communication
  • Creative problem solving
  • Money handling
  • Decision-making
  • Problem resolution
  • Relationship building
  • Microsoft Excel
  • Call center experience
  • Computer proficiency
  • Data entry
  • Task prioritization
  • Product knowledge
  • Technical troubleshooting
  • Conflict resolution
  • Documentation
  • Appointment scheduling
  • Team development
  • Complaint handling
  • Shipping procedures
  • Microsoft outlook
  • Scheduling
  • Data collection
  • Follow-up skills
  • Staff training
  • De-escalation techniques
  • Call management
  • Prioritization

Languages

English
Full Professional
Spanish
Full Professional

Timeline

Associate Customer Service Representative

Faneuil LLC
06.2024 - 04.2025

Customer Service Supervisor

Advanced Call Center Technologies LLC
06.2022 - 04.2024

Office Manager

Bridgepoint Insurance
06.2020 - 04.2022

Rio Grande City High School

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Flora Hernandez