Herminia Jimenez
San Jose,CA
Summary
From working in education, to working in fast paced call centers, customer service excellence is a top priority. Approaching each day and unique challenges with enthusiasm, patience and humor. Extensive experience in customer service industry creating a solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.
Overview
6
6
years of professional experience
Work History
Recreation Leader
City Of San Jose
10.2018 - 02.2022
- Scheduled events in recreation facilities and monitored facility conditions.
- Managed timesheets for recreation attendants, instructors and coaches to provide prompt payment.
- Maintained inventory of supplies and equipment with established sign-out procedures.
- Provided technical assistance to site leader to help coordinate diverse projects.
- Compiled and maintained official park photographic and information files.
- Quickly learned new skills and applied them to daily tasks, improving efficiency and productivity.
- Carried out day-day-day duties accurately and efficiently.
- Demonstrated respect, friendliness and willingness to help wherever needed.
- Worked flexible hours; night, weekend, and holiday shifts.
- Performed duties in accordance with applicable standards, policies and regulatory guidelines to promote safe working environment.
- Maintained energy and enthusiasm in fast-paced environment.
- Proved successful working within tight deadlines and fast-paced atmosphere.
- Used critical thinking to break down problems, evaluate solutions and make decisions.
- Offered friendly and efficient service to customers, handled challenging situations with ease.
- Developed and maintained courteous and effective working relationships.
- Performed routine data entry or document management.
- Responded to in-person and telephone requests for information from general public, attorneys and other involved parties.
- Processed payments for fines and fees, maintained accurate drawers, issued receipts and updated account balances.
- Assisted newly hired clerks in learning about application reviews and verification procedures, performance strategies and customer service techniques.
- Worked closely with applicants to determine eligibility and verify accuracy and integrity of application data.
- Pleasantly greeted all callers and asked how to be of assistance.
- Managed multi-line phone system directing individuals to desired personnel and providing general information about operations.
- Responded to customer inquiries with patience and positivity to establish excellent first impression.
- Directed incoming calls to internal personnel and departments, routing to best-qualified department.
- Performed clerical work such as sorting mail, restocking supplies and typing documents.
Customer Service Representative
San Jose Water
02.2022 - Current
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Resolved escalated customer issues, restoring confidence in company's commitment to service excellence.
- Maintained detailed records of customer interactions and transactions, ensuring accurate documentation and follow-up.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Investigated and resolved customer inquiries and complaints quickly.
- Sought ways to improve processes and services provided.
- Identified and resolved discrepancies and errors in customer accounts.
Education
Psychology
San Jose State University
San Jose, CA08.2019
Behavioral Science - Psychology
De Anza College
Cupertino, CA06.2019
Skills
- Customer Service Skills
- Schedule Management
- Activity Planning
- Daily Reporting
- Skilled in Microsoft Office
- Facility Operations
- Program Operations
- Instructional Coordination
- Activity Oversight
- Computer Proficiency
- Scheduling Events and Programs
- Composure and Emotional Control
- Enforcing Rules and Regulations
- Support Residents
- Friendly, Positive Attitude
- Build Skills
- Customer and Service-Oriented
- Teamwork and Collaboration
- Client Satisfaction
- Call Distribution
- Phone Call Direction
- Information Assistance
- Professional Relationships
- Business Correspondence
- Office Supplies and Inventory
- Cash Register Operations
- Information Updates
- Telephone Etiquette
- Conflict Resolution Technique
- Phone Inquiries
- Customer Feedback
- Administrative Support
- Staff Support
- Records Management
- Call Transferring
- Office Meetings
- Request Documentation
- Front Desk Operations
- High-Volume Environments
- Serve Customers
- Social Perceptiveness
- Office Equipment
- Billing and Payment Processing
- Group Discussions
- Informative Announcement
- Program Promotion
- Data Entry
Languages
Spanish
Native or Bilingual
English
Native or Bilingual
Timeline
Customer Service Representative
San Jose Water
02.2022 - Current
Recreation Leader
City Of San Jose
10.2018 - 02.2022
Psychology
San Jose State University
Behavioral Science - Psychology
De Anza College
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