Giovane Fernandez
Altamonte Springs,FL
Summary
Results-driven professional with expertise in client relations and problem resolution. Proven track record in managing escalated cases and enhancing customer experiences to drive retention and satisfaction.
Overview
22
22
years of professional experience
Work History
Rideshare Driver (Independent Contractor)
Lyft
Orlando, FL
11.2024 - Current
- Delivered safe, reliable transportation while maintaining a high customer rating through excellent service and communication.
- Managed time efficiently to maximize daily ride opportunities and earnings, while maintaining service quality.
- Communicated effectively with passengers, addressing concerns and enhancing overall experience.
- Demonstrated reliability and accountability while operating as an independent contractor.
- Utilized GPS and mobile applications to navigate efficiently and respond to real-time ride requests.
Escalation Agent
Seacoast Bank
Lake Mary, FL
10.2019 - 10.2024
- Delivered high-level customer service while resolving complex account and transaction issues.
- Analyzed client risk and financial needs to recommend appropriate banking products.
- Strengthened customer relationships, contributing to increased retention and revenue.
- Consistently demonstrated professionalism in high-volume inbound and outbound environments.
- Mentored junior agents on best practices for handling escalated client inquires and concerns.
Senior Sales Agent
Farmers Insurance Group
Lake Mary, FL
03.2012 - 2018
- Consistently exceeded sales goals through consultative selling and cross-selling strategies.
- Ranked among the Top Ten Sales Agents for performance and revenue generation.
- Applied underwriting guidelines and risk analysis to ensure compliant policy recommendations.
- Held a Florida 20-44 Personal Lines (P&C) Agent License during employment.
Client Escalation Specialist
Sprint Together With Nextel
Maitland, FL
07.2004 - 02.2009
- Managed escalated customer service cases, resolving billing, technical, and service concerns.
- Retained Clients by applying advanced de-escalation and problem solving techniques.
- Collaborated with cross-functional teams to streamline escalation processes, improving response times significantly.
- Trained new team members on escalation protocols and best practices, fostering a knowledgeable workforce.
- Troubleshot network and device issues while maintaining high customer satisfaction.
- Earned multiple Top Ten Performer awards for service excellence.
Skills
- Problem resolution
- Relationship building
- Call center experience
- Client relations
- Technical support
- De-escalation techniques
- Cross-selling techniques
- Client analysis
- Sales goal achievement
- Active listening
- Critical thinking
- Data entry
Timeline
Rideshare Driver (Independent Contractor)
Lyft
11.2024 - Current
Escalation Agent
Seacoast Bank
10.2019 - 10.2024
Senior Sales Agent
Farmers Insurance Group
03.2012 - 2018
Client Escalation Specialist
Sprint Together With Nextel
07.2004 - 02.2009