Gerardo Hernandez
Oakland,CA
Summary
Customer service professional with strong focus on team collaboration and achieving results. Demonstrates effective communication, problem-solving, and conflict resolution skills. Adaptable and reliable with proven track record of leading teams through changing needs and challenges. Recognized for fostering supportive and productive work environment.
Overview
9
9
years of professional experience
Work History
Customer Service Representative Team Lead
Vagaro
4430 Rosewood Dr 5th Floor, Pleasanton, CA 94588
07.2023 - Current
- Provided ongoing support to team members through mentoring, coaching, and skill development sessions.
- Boosted morale within the team by organizing engaging team-building activities and encouraging open communication among peers.
- Managed escalated customer issues, ensuring swift resolution and maintaining positive relationships with clients.
- Monitored call/chat volume and assigned agents to channels to ensure responses within the 1 minute 30 second target.
- Improved customer satisfaction scores through application of superior conflict resolution and problem-solving skills.
- Reviewing development tickets for approval before forwarding them to engineering for resolution of software-related bugs.
- Creating internal articles to guide agents on how to use new software features.
Customer Service Representative
Vagaro
Dublin Pleasanton, CA
07.2022 - 07.2023
- Company Overview: Business management software with an online marketplace catering to the health, beauty, and fitness industry
- Assisting both enterprise and small businesses by answering their questions regarding relevant product information such as software add-ons, merchant services, cliental management, and running business analytics or reports
- Hardware troubleshooting includes but is not limited to credit card readers, receipt printers, POS touchscreen devices, cellphones, and computers
- Handle incoming chats, calls, and emails while maintaining a 90% customer satisfaction to date
- Handle difficult calls via polite communication and issue resolution skills decreasing transfer rate to management
- Collaboration with internal departments to ensure customer concerns are solved
IT Support (On Call)
McClymond's High School
Oakland, CA
02.2019 - 07.2022
- Responsible for setting up computers, printers, routers, and projectors
- Managing slideshow for events in assemblies
- Receiving phone calls from staff members and setting up appointment dates to analyze and solve tech-related issues
- Testing laptops hardware and operating software on new devices
- Quality checking laptops that are handed to students for their online learning experience
Stihl Technician
U-Save Power Equipment
Oakland, CA
08.2017 - 06.2022
- Company Overview: Dealer providing repairs and sales of the leading outdoor power equipment brand Stihl
- Diagnosing, repairing, providing estimates, and consulting with customers on services being offered to their equipment
- Process payments over email, in person, or via phone
- Consulting and providing quotes to large, public/ private, government organizations such as the City of Oakland, City of Alameda, EBMUD, Peralta College, and Oakland HOA
- Interacting with customers on the sales floor to support and finalize their purchasing decision
- Answering phone calls from customers who may have questions and need of service
- Reviewing inventory and processing orders based on low merchandise
IT Support Intern
Cole Elementary
Oakland, CA
06.2015 - 12.2016
- Company Overview: Elementary school specializing in helping students with disabilities learn
- Re-Image computers OS to factory settings
- Relocate and install computers, routers, printers, and telephones
- Completing all School staff submitted tickets that requested IT support
- Engaging with school staff by listening, analyzing, explaining, and solving tech related issues
Education
BFA - Digital Media Art
San Jose State University
05.2022
Skills
- Zendesk
- Zenswipe
- Twilio
- HTML
- Adobe Suite(Primarily Photoshop, Illustrator, lightroom, and Substance Painter)
- Computer Remote Assist (Go to resolve)
- Microsoft Office
- Google G-Suite
- Android
- IOS
Accomplishments
- Supervised team of 18 staff members during weekends.
- Developed a step-by-step guide to minimize hardware escalations by instructing users on how to reset the company's credit card reader.
- Maintaining a 90% customer satisfaction rating each quarter during my time at Vagaro.
Volunteer Experience
- Casa Che Clinic, 08/2014, 05/2015, Provide health care information to those located in low-income areas as well as translate plan benefits to Spanish speakers.
- Build, 09/2013, 05/2014, Collaborated in community services ranging from local Oakland street/park cleaning, hosting community food drives, and teaching elementary children how to read.
Languages
Spanish
Native or Bilingual
Timeline
Customer Service Representative Team Lead
Vagaro
07.2023 - Current
Customer Service Representative
Vagaro
07.2022 - 07.2023
IT Support (On Call)
McClymond's High School
02.2019 - 07.2022
Stihl Technician
U-Save Power Equipment
08.2017 - 06.2022
IT Support Intern
Cole Elementary
06.2015 - 12.2016
BFA - Digital Media Art
San Jose State University