Summary
Overview
Work History
Education
Skills
Certification
Languages
Timeline
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Giancarlo Hernandez

Orlando,FL

Summary

Personable and dedicated Customer Service Representative with extensive experience in the hospitality industry. Solid team player with upbeat, positive attitude and proven skill in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Articulate, enthusiastic and results-oriented with demonstrated passion for building relationships, cultivating partnerships and growing businesses.

Overview

13
13
years of professional experience
1
1
Certification

Work History

Customer Experience Representative

Enterprise Holdings
Orlando, FL
11.2021 - 03.2023
  • Provide superior, efficient customer service by understanding and communicating rental terms and conditions, vehicle features and other services which includes offering optional protection products, upgrades, fuel options and other additional equipment.
  • Assisted customers in selecting appropriate car models based on their needs.
  • Resolved customer complaints in a timely manner.
  • Verified driver's license information and inspected rental documents for accuracy.
  • Trained new employees on operational procedures related to car rentals.
  • Utilized computer software systems for tracking transactions and updating customer profiles.

Real Estate Agent

Freelancer
New York, NY
12.2017 - 01.2021
  • Increased home sales through persuasion, negotiation and closing prowess.
  • Assisted buyers with finding ideal homes by assessing needs, requirements and budgets.
  • Managed marketing strategies for properties including advertising campaigns and open houses.
  • Generated leads through networking activities such as cold calls and referrals from past clients.
  • Coordinated appointments to show homes to prospective buyers.
  • Showed residential properties and explained features, value and benefits of available homes.
  • Planned and coordinated open house events to move properties.

GENIUS ADMIN/TECHNICIAN

Apple
New York, NY
04.2015 - 12.2017
  • Communicated regularly with customers concerning data exchange and technology integration.
  • Resolved escalated helpdesk tickets within SLA timelines.
  • Assisted in developing long-term strategies for improving overall IT infrastructure reliability and scalability.
  • Delivered technical support to clients by offering solutions based on specific problems and concerns.
  • Managed backup, user account and helpdesk systems.
  • Communicated relevance of organizational goals, policies and procedures to IT department staff.
  • Analyzed workflows and established priorities for daily operations.

STORE MANAGER

STARBUCKS
New York, NY
06.2014 - 04.2015
  • Enhanced customer satisfaction and store operations through relationship building and daily problem-solving.
  • Applied performance data to evaluate and improve operations, target current business conditions and forecast needs.
  • Set effective store schedules based on forecasted customer levels, individual employee knowledge, and service requirements.
  • Established customer service standards and monitored staff compliance.
  • Organized promotional events to increase product awareness.
  • Recruited, trained and supervised new employees.
  • Analyzed financial data to identify areas of improvement.

District Manager

EUSA
Akron, OH
01.2012 - 08.2013
  • Devised processes to boost long-term business success and increase profit levels.
  • Reviewed shift reports to understand current numbers and trends.
  • Partnered with vendors and suppliers to effectively manage and budget.
  • Increased sales by $22,000/weekly by establishing goals, overseeing performance and aggressive marketing in Northeast Ohio.

District Manager

Financier Patisserie
New York, NY
08.2010 - 01.2012
  • Conducted regular store visits to ensure compliance with company policies, standards, and regulations.
  • Revitalized operations and realigned plans to better capture new opportunities and take advantage of changes in customer habits.
  • Met deadlines by proactively managing individual and team tasks and streamlining processes.
  • Provided ongoing coaching and training for store managers on how to maximize productivity and profits.
  • Managed all personnel matters within the district including recruitment, hiring, performance reviews, disciplinary actions.
  • Monitored local market conditions to determine competitive trends and adjust strategies accordingly.

Education

Associate in Science degree in Computer Science - Computer Science

BOROUGH OF MANHATTAN COMMUNITY COLLEGE
New York, NY
12.2020

Skills

  • Spanish Fluency
  • Complaint Resolution
  • CRM Software
  • Promotional Support
  • Regulatory Compliance
  • Report Generation
  • Microsoft Exchange
  • Service Upselling

Certification

NYS Licensed Real Estate Agent, New York State, 06/01/17, 06/01/20

Languages

Spanish
Professional

Timeline

Customer Experience Representative

Enterprise Holdings
11.2021 - 03.2023

Real Estate Agent

Freelancer
12.2017 - 01.2021

GENIUS ADMIN/TECHNICIAN

Apple
04.2015 - 12.2017

STORE MANAGER

STARBUCKS
06.2014 - 04.2015

District Manager

EUSA
01.2012 - 08.2013

District Manager

Financier Patisserie
08.2010 - 01.2012

Associate in Science degree in Computer Science - Computer Science

BOROUGH OF MANHATTAN COMMUNITY COLLEGE

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