Hector Hernandez
El Paso,TX
Summary
Hardworking employee with customer service, multitasking, and time management abilities. Devoted to giving every customer a positive and memorable experience.
Overview
12
12
years of professional experience
Work History
Social Media Content Moderator
Teleperformance
El Paso, TX
05.2024 - Current
- Strengthened focus on meticulousness and punctuality
- We reviewed content for compliance with internal policies and procedures.
- Ensured adherence to company guidelines while moderating online forums and social media sites.
- Monitored user-generated content for violations of community standards.
Customer Service Representative
Trellis Company
El Paso, TX
02.2021 - 01.2024
- Employed remotely
- Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Assisting callers with unemployment insurance benefits and enrollment
- Developed strong relationships with customers by providing personalized assistance and support.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Moved to a different project in February 2022, assisting providers of child care with grants and funding provided by the State of Texas.
Workforce Management Analyst
MAXIMUS FEDERAL SERVICE
El Paso, TX
01.2020 - 10.2020
- Created reports to analyze labor utilization, overtime, and cost savings opportunities.
- Developed forecasting models to ensure optimal staffing levels in call center operations.
- Monitored adherence to service level objectives and provided real-time guidance as needed.
- Generated daily, weekly, monthly reports detailing labor costs and performance metrics.
- Performed trend analysis on historical data to identify areas for improvement or optimization.
- Provided recommendations for process improvements related to scheduling, attendance, and hiring practices.
- Analyzed training needs based on current trends in customer service requirements.
- Implemented changes to workforce strategies based on changing business needs.
- Identified potential risks associated with existing processes and proposed solutions.
- Maintained a comprehensive database of employee schedules and attendance records.
Customer service representative
HGS
El Paso, TX
08.2018 - 12.2019
- Assessed eligibility of patients for health insurance coverage based on policy guidelines.
- Resolved discrepancies between invoices and insurance claims data.
- Provided customer service support to answer inquiries about health plans and benefits.
- Collaborated with other departments to provide accurate information about products, pricing, policies.
- Documented all interactions related to health insurance claims processing in a secure system.
- Managed daily operations related to patient enrollment processes such as verifying eligibility requirements or collecting premiums due.
Customer Service Representative
Conduent
El Paso, TX
08.2017 - 08.2018
- Answered customer inquiries and provided accurate information regarding products and services.
- Provided excellent customer service to resolve customer complaints in a timely manner.
- Assisted customers with product selection, ordering, billing, returns, exchanges and technical support.
- Maintained detailed records of customer interactions, transactions and comments for future reference.
- Resolved complex problems by working with other departments to provide solutions that meet customer needs.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
Supervisor
Capgemini
El Paso, Texas
01.2016 - 07.2017
- Attendance/Scheduling - Realtime, Verint, and NICE
- Directed and supervised a team of 15 employees in daily operations.
- Developed and implemented operational policies and procedures to ensure efficiency and accuracy of workflows.
- Maintained accurate records of employee performance, attendance, leave requests, and disciplinary actions.
- Tracked progress on projects and provided timely feedback to staff members.
- Resolved customer complaints promptly while ensuring customer satisfaction.
- Conducted weekly meetings with team members to discuss upcoming tasks and project deadlines.
- Recruited, hired, trained, mentored, coached, evaluated, and terminated staff as necessary.
Data Entry Clerk
IGATE
El Paso, TX
01.2013 - 12.2015
- Handling and entering data on time.
- Maintaining impeccable quality.
- Utilized specialized software applications related to the job role.
- Performed data entry from paper documents, emails, and other sources into computer systems.
- Created spreadsheets to track data entries.
Education
High School Diploma -
El Paso Highschool
El Paso, TX06-2011
Skills
- Multitasking
- Problem-solving abilities
- Active Listening
- Written Communication
- Professionalism
- Analytical Thinking
- Professional Demeanor
- Team Collaboration
- Data Entry
- Scheduling
- Inbound and Outbound Calling
- Call Management
- Data Collection
- Quality Control
- Call escalation
- Customer Relations
- Customer Service
- Customer consulting
- Calm Demeanor
- Call center experience
- Credit adjustments
- Microsoft Office Suite
- Typing proficiency
- Computer Literacy
- Bilingual communication
- Communication
- Strong written communication
- Social Media Monitoring
- Call Documentation
SKILLS & ABILITIES
- Detail handling Team work Information gathering
- Punctuality Cooperation Analyzing
- Task coordinating Leading Strategic
- Goal Setting Decision making Identifying problems
- Planning Prediction Multi-tasking
COMMUNICATION
- Bilingual (English and Spanish)
- Experience writing clearly and concisely in both English and Spanish
- Speaking is fluent and listening is attentive in both English and Spanish
- Experience with negotiation
- Experience providing feedback
- Active persuasion skills
Languages
English
Native/ Bilingual
Spanish
Native/ Bilingual
Timeline
Social Media Content Moderator
Teleperformance
05.2024 - Current
Customer Service Representative
Trellis Company
02.2021 - 01.2024
Workforce Management Analyst
MAXIMUS FEDERAL SERVICE
01.2020 - 10.2020
Customer service representative
HGS
08.2018 - 12.2019
Customer Service Representative
Conduent
08.2017 - 08.2018
Supervisor
Capgemini
01.2016 - 07.2017
Data Entry Clerk
IGATE
01.2013 - 12.2015
High School Diploma -
El Paso Highschool
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