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
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
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
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
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
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
Similar Profiles
Blake D. LeskyBlake D. Lesky
Enterprise Sales Development Representative at VagaroEnterprise Sales Development Representative at Vagaro
CANDACE DAVISCANDACE DAVIS
Content Writer at VagaroContent Writer at Vagaro
Zoë WashingtonZoë Washington
Employee Development Specialist at VagaroEmployee Development Specialist at Vagaro