Hailie Hernandez
Jacksonville,FL
Summary
Well rounded professional with a proven track record at Duval County Schools, adept at fostering positive relationships and enhancing stable work environments. Recognized for exceptional complaint resolution and attentive listening skills, I excel in creating supportive environments that promote growth.
Overview
3
3
years of professional experience
Work History
Customer Care Expert
Select Portfolio Servicing
Jacksonville
07.2025 - Current
- Provided high-quality customer support to borrowers regarding mortgage accounts, payments, escrow, and loan status
- Assisted customers with payment processing, account updates, and general loan servicing questions
- Documented all interactions accurately within internal systems to ensure compliance and continuity of service
- Maintained knowledge of mortgage products, policies, and federal servicing regulations
Customer Service Representative
Maximus Services
Jax, FL
06.2024 - 06.2025
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
Substitute Teacher
Duval County Schools
02.2024 - 05.2024
- Followed classroom plans left by class teacher to continue student education and reinforce core concepts.
- Upheld classroom routines to support student environments and maintain consistent schedules.
- Developed strong rapport with students through consistent encouragement and support, fostering a positive learning atmosphere conducive to academic growth.
- Repeatedly requested as substitute teacher by teachers based on excellent past referrals and trusted performance.
- Showcased exceptional ability to communicate and listen effectively.
Customer Service Representative
Focus Customer Service
Jax, FL
08.2022 - 01.2023
- Navigated conflicts adeptly, ensuring a composed and professional demeanor throughout.
- Increased customer retention by resolving complaints empathetically.
- Managed challenging calls successfully, achieving positive outcomes for all parties.
Education
High school - Honors Student
Robert E. Lee High school
05.2021
Skills
- Customer Care
- Complaint resolution
- Adaptable
- Relationship building and management
- Attentive listen and problem solving
Timeline
Customer Care Expert
Select Portfolio Servicing
07.2025 - Current
Customer Service Representative
Maximus Services
06.2024 - 06.2025
Substitute Teacher
Duval County Schools
02.2024 - 05.2024
Customer Service Representative
Focus Customer Service
08.2022 - 01.2023
High school - Honors Student
Robert E. Lee High school