Heather Hernandez
Sacramento,CA
Summary
Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Great at problem solving and self motivated to learn how to complete each task as presented. Willingness to take on added responsibilities to meet team goals.
Overview
18
18
years of professional experience
Work History
Web Team Member
Rock Mama Gallery
12.2018 - Current
- Multi-tasked across multiple functions and roles to meet deadlines and organizational expectations.
- Oversaw technical issues and troubleshooting requests to resolve user problems.
- Adhered to SEO best practices while designing sites.
- Developed user-oriented visuals and features using front-end languages to increase site traffic.
- Took concepts and produced design mockups and prototypes to strengthen designs, enhance user experiences and improve site interactions.
- Spearheaded production of page content such as visuals and text copy to meet project specifications.
- Customer service both over phone and by e-mail to address and assist in navigation of our website.
- Wrote copy for new inventory items and set up listings to improve SOE and site traffic.
- Handled customer inquiries and suggestions courteously and professionally.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
- Processed customer service orders promptly to increase customer satisfaction.
- Participated in team meetings and training sessions to stay informed about product updates and changes.
- Investigated and resolved customer inquiries and complaints quickly.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Received and reviewed new orders, located requested merchandise, and promptly initiated processing.
- Followed procedures at all times for personal and team safety.
- Trained new associates on basic and advanced shipment procedures.
- Followed SOPs to avoid mix-ups and damages to orders.
- Entered and updated data, ran reports and identified variances for accurate recordkeeping product movements.
- Selected and filled orders from stock to fulfill customer requirements.
- Communicated with other departments to facilitate fulfillment activities and address issues.
- Prepared and organized envelopes, packages, containers, and pallets with correct merchandise counts.
- Addressed customer queries and complaints regarding orders to resolve issues, increase satisfaction and build trust.
- Assisted manager in training new employees to apply strategies and best practices in fulfillment process.
- Drove customer satisfaction by successfully completing all returns quickly.
- Aided manager in developing and implementing new processes and procedures to improve fulfillment process.
- Conducted regular cycle counts to reconcile inventory levels and determine accuracy.
- Collaborated with team members to improve production processes and maintain quality standards.
- Monitored production to verify quality and completion of task in designated timeframes.
Security Guard
ABM Security Services
10.2005 - 09.2015
- Greeted guests professionally and courteously to cultivate welcoming atmosphere while making safety top priority.
- Remained calm, assertive, and mindful to think critically and problem solve during stressful situations.
- Secured premises and personnel by patrolling property and monitoring surveillance equipment.
- Responded quickly to incidents and assessed active situations for security concerns.
- Wrote up SOP's for multiple new sites with minimal editing or input from supervisors
- Recorded observations and occurrences and interviewed witnesses to complete and submit incident report.
- Placed necessary outgoing calls to verify alarms, dispatch proper authorities and notify proper parties.
- Analyzed and produced course-of-action reports and escalated issues outside scope of expertise to management.
- Responded quickly to emergency situations to assess and deflect issues.
- Completed full building and grounds patrols to spot and investigate concerns.
- Oversaw daily monitoring and patrolled buildings, grounds, and work sites.
- Worked independently and collaboratively to resolve urgent issues to protect lives and property.
- Very detail oriented.
Education
Associate of Arts - Linguistics of Sign Language
American River College
Sacramento, CA12.2019
Skills
- Web Traffic
- Written and Oral Communications
- Conflict Mediation
- Content Design
- SEO Techniques
- Project Management
- Organization
- Copywriting, Editing and Review
- Project Collaboration
- Production Deadlines
- Script Writing
- Social Media Promotion
- Administering Social Media Accounts
- Complex Problem-Solving
Hobbies
- Video games, many different genres and types with a focus on cozy games.
- Fiber arts, Crochet and sewing clothing and costumes.
- Writing, short blogs and long format stories (none published yet)
- Singing
- Hiking, being out side is a very cozy activity to me. I go camping and hiking when I can.
- Voice acting (no professional work but I enjoy it and am told my voice is a good one by many people)
Additional Information
I am skilled in American Sign Language and feel I can effectively communicate using it in video or in person.
Timeline
Web Team Member
Rock Mama Gallery
12.2018 - Current
Security Guard
ABM Security Services
10.2005 - 09.2015
Associate of Arts - Linguistics of Sign Language
American River College
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