Summary
Overview
Work History
Education
Skills
Languages
Timeline
Generic

Gabriela Hernandez

Fort Worth

Summary

Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.

Overview

13
13
years of professional experience

Work History

Credit Collections Representative

Breadfinancial
09.2024 - Current
  • Reduced delinquent accounts by creating customized repayment plans tailored to individual client needs.
  • Enabled better decision-making processes by providing insightful analysis and recommendations on credit policy adjustments as needed.
  • Contributed to company growth by maintaining a healthy cash flow through consistent debt recovery efforts.
  • Delivered exceptional customer service on collection calls and maintained calm and professional demeanor.
  • Processed debtor payments and updated accounts to reflect new balance.

Correspondence Specialist

LifeSeasons
09.2018 - 07.2024
  • Handling Inbound Calls for New Accounts and Orders
    - Greet customers courteously and professionally.
    - Provide comprehensive product information.
    - Assist customers with account creation and order placement.
    - Confirm order details and ensure accuracy before finalizing transactions.
  • Managing Current Customer Accounts
    - Verify customer identity to maintain security.
    - Update and manage customer subscriptions efficiently.
    - Address billing inquiries with clarity and accuracy.
  • Product Knowledge and Support
    - Maintain up-to-date knowledge of product details and ingredients.
    - Assess customer needs to recommend most suitable products.
    - Clearly explain product benefits and usage.
  • Updating Customer Account Information
    - Verify identity before making any changes.
    - Update addresses, phone numbers, emails, and payment details accurately.
    - Ensure changes are confirmed and communicated to customer.
  • Responding to Customer Emails
    - Answer emails promptly and professionally.
    - Address customer requests accurately and comprehensively.
    - Follow up if additional information or clarification is required.
  • Live Chat Assistance
    - Respond to live chat inquiries promptly.
    - Provide accurate product information and support.
    - Assist with account management and issue resolution efficiently.
  • Responding to Yotpo Reviews
    - Monitor and respond to reviews in timely manner.
    - Provide accurate and helpful information in responses.
    - Address any concerns raised in reviews professionally.
  • Engaging on Social Media
    - Monitor comments and messages on Instagram and Facebook regularly.
    - Respond to inquiries and comments promptly and courteously.
    - Provide accurate information and resolve concerns effectively.
  • Writing Customer Service Correspondence
    - Draft correspondence for various customer service scenarios with clarity and professionalism.
    - Recognize customer milestones and positive interactions in communications.
    - Ensure all correspondence reflects company’s values and standards.
  • Following Up on Sales Calls
    - Ensure all customer questions regarding products have been answered satisfactorily.
    - Provide additional information as needed.
    - Express appreciation for customer’s interest and time.
  • Returning Voicemail Calls
    - Listen to voicemails attentively.
    - Return calls promptly.
    - Address customer’s inquiries or concerns thoroughly.

Collections Specialist

Bridgecrest Financial
06.2021 - 09.2023
  • Delivered exceptional customer service on collection calls and maintained calm and professional demeanor.
  • Processed payments and applied to customer balances.
  • Negotiated to collect balance in full.
  • Worked in call center environment handling manual and automatically dialed outbound calls.

Business Development Center Representative

Sewell Family Of Companies
07.2019 - 06.2021
  • Answered telephone and email inquiries from potential customers.
  • Demonstrated products to show potential customers benefits and advantages and encourage purchases.
  • Located merchandise across various stores to address customer needs.
  • Qualified buyers by matching requirements and interests to various car or truck models and discussing finance options.
  • Followed-up on warm Internet leads and responded to customer questions about vehicle availability, price, and options while fielding inquiries from various marketing websites.
  • Demonstrated automobiles by explaining characteristics, capabilities, and features, taking test drives and explaining warranties and services.
  • Closed sales by overcoming objections, asking for sales, negotiating price, and completing purchase contracts,
  • Negotiated purchase prices and explained sales, warranty, and optional products.

Alarm Monitor

Protection One Security
10.2017 - 06.2019
  • Maintained strict confidentiality by obtaining passwords and following security procedures to protect customer and dealer information.
  • Recorded dates, times, destinations and types of calls or messages received and transmitted.
  • Scanned status charts and computer screens to determine emergency units available for dispatch.
  • Tested equipment with customers or field associates to verify proper operation of alarm systems.
  • Placed necessary outgoing calls to verify alarms, dispatch proper authorities and notify proper parties.
  • Contacted external agencies such as paramedic, fire, ambulance and police services to handle critical incidents.
  • Answered and responded to phone inquiries and radio communications relating to building security and emergency or crisis situations.

Inbound Call Center Sales Representative

Charter Spectrum
03.2017 - 09.2017
  • Handled high volume of inbound calls per shift to offer callers product and service information and generate quotes.
  • Answered phone with friendly greeting to create positive inbound calling experience for customers.
  • Asked fact-finding questions to determine customer needs and expectations and recommended specific products and solutions.
  • Utilized basic troubleshooting techniques to diagnose and resolve customer inquiries.
  • Responded to customer inquiries via telephone, email and live chat to provide updated information.
  • Explained product prices and packages as well as answered questions and addressed concerns of customers.
  • Observed and learned changing customer requirements and adapted sales strategies as needed.
  • Overcame objections using friendly, persuasive strategies.
  • Negotiated pricing and payment terms with customers when possible to close deals.
  • Implemented upselling techniques to increase revenue and move product.

Crew Member Team Leader

McDonald's
03.2012 - 01.2017
  • Distributed necessary tasks and duties during each shift.
  • Educated crew workers on quality standards throughout construction process.
  • Worked front counter, drive-thru and other areas.
  • Took orders, prepared meals, and collected payments.
  • Cleaned counter surfaces, dining areas and food preparation areas for maximum health, safety and customer satisfaction.
  • Collaborated with team members to complete orders.
  • Followed food safety procedures outlined in company policies and health and sanitation regulations to prevent food borne illness.
  • Greeted customers promptly and took orders to keep flow of traffic moving.
  • Listened attentively to customer complaints or requests and resolved issues without need to escalate.
  • Restocked workstations with supplies and food display cases with fresh selections to decrease customer waiting during busy periods.
  • Delivered complete food orders to guests and confirmed customer satisfaction with completed order.
  • Reduced customer wait times by quickly operating customer window and sales register.
  • Performed shift change tasks each day to keep store neat and running smoothly.
  • Monitored and replenished food and supplies stock at counter, in customer dining area and in food preparation area.

Education

Technical - Medical Assisting

Remington College
06.2013

High School Diploma -

Trimble Technical High School
06.2011

Skills

  • Goal oriented
  • Negotiation
  • Teamwork and collaboration
  • Problem-solving
  • Time management
  • Attention to detail
  • Multitasking
  • Active listening

Languages

Spanish
Native or Bilingual

Timeline

Credit Collections Representative

Breadfinancial
09.2024 - Current

Collections Specialist

Bridgecrest Financial
06.2021 - 09.2023

Business Development Center Representative

Sewell Family Of Companies
07.2019 - 06.2021

Correspondence Specialist

LifeSeasons
09.2018 - 07.2024

Alarm Monitor

Protection One Security
10.2017 - 06.2019

Inbound Call Center Sales Representative

Charter Spectrum
03.2017 - 09.2017

Crew Member Team Leader

McDonald's
03.2012 - 01.2017

High School Diploma -

Trimble Technical High School

Technical - Medical Assisting

Remington College

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