Gabriella Hernandez
Orlando,FL
Overview
9
9
years of professional experience
Work History
Service Project Administrator
Trane Technologies
08.2024 - Current
- Minimized WIP backlog from $3.2M to $1.6M, improving cash flow and operational efficiency.
- Achieved regional record of billing $2.1M within one month through streamlined billing processes and proactive project management.
- Minimized cycle time by 20% accelerating job completion and customer satisfaction.
- Supported other territories in WIP cleanup.
Operations Control Center Team Lead
Swissport Sausa
01.2023 - 08.2024
- Managed schedules, accepted time off requests and found coverage for short shifts.
- Trained new team members by relaying information on company procedures and safety requirements.
- Worked different departments to provide optimal coverage and meet production goals.
- Evaluated employee skills and knowledge regularly, training, and mentoring individuals with lagging skills.
- Established open and professional relationships with team members to achieve quick resolutions for various issues.
- Assisted in organizing and overseeing assignments to drive operational excellence.
Customer Service Team Lead
Publix Supermarkets
01.2018 - 01.2023
- Resolved customer service issues using company processes and policies and provided updates to customers.
- Coached new team members on service techniques and provided scoring through quality assurance program.
- Checked status of orders and back-ordered products to coordinate efficient shipments.
- Conducted regular staff meetings to discuss customer service issues and potential solutions.
- Escalated issues to proper supervisors when standard processes were not effective.
- Resolved product or service problems by clarifying customer's complaint, determining cause of problem and selecting best solution to solve problem.
- Resolved issues through active listening and open-ended questioning, escalating major problems to manager.
Cashier
Buds Chicken and Seafood
01.2017 - 12.2018
- Operated cash register for cash, check, and credit card transactions with excellent accuracy levels.
- Stocked, tagged and displayed merchandise as required.
- Reconciled cash drawer at start and end of each shift, accounting for errors, and resolving discrepancies.
Education
Associate of Science - Informational Business Management
Seminole State College of Florida
Sanford, FL05-2027
Skills
- Training and onboarding
- Written and verbal communication
- Conflict resolution
- Attention to detail
- Team collaboration
- Proficient in Salesforce and Worksight
- Data entry
- Proficient in Microsoft Office
- Critical thinking
Timeline
Service Project Administrator
Trane Technologies
08.2024 - Current
Operations Control Center Team Lead
Swissport Sausa
01.2023 - 08.2024
Customer Service Team Lead
Publix Supermarkets
01.2018 - 01.2023
Cashier
Buds Chicken and Seafood
01.2017 - 12.2018
Associate of Science - Informational Business Management
Seminole State College of Florida