Hilary Hernandez
Turlock
Summary
Reliable Customer Service Team Lead with experience in managing diverse teams, driving customer satisfaction, and improving service processes. Strong skills include conflict resolution, team training and development, communication, and problem solving. Known for creating positive work environments where team members feel valued and able to perform at high levels. Made significant impact in previous roles by implementing effective customer service strategies and fostering strong relationships with customers.
Overview
16
16
years of professional experience
Work History
Customer Service Team Lead
State Farm
Turlock
10.2021 - 08.2024
- Provided technical support when necessary by troubleshooting problems over the phone or online chat platforms.
- Analyzed customer feedback data to identify areas of improvement.
- Managed daily operations of the team including scheduling shifts, assigning tasks.
- Identified trends in customer requests and developed solutions to address them proactively.
- Responded quickly and professionally to any incoming emails from customers seeking assistance.
- Enforced compliance with company standards related to safety, security, quality assurance.
- Assisted in resolving escalated customer complaints or issues in a timely manner.
- Volunteered to handle complaints and issues for manager during busy time periods.
- Utilized active listening skills and asked open-ended questions to ascertain customer call needs.
- Handled cash and credit card payments and returned receipts, change and payment cards to customers.
- Implemented company processes to effectively resolve customer service issues.
- Set attainable daily, weekly and monthly goals and game plans.
- Maintained up-to-date knowledge of industry trends and best practices in customer service.
- Implemented customer feedback mechanisms to improve service quality and efficiency.
- Encouraged a positive and productive work environment among team members.
- Managed team of customer service representatives to ensure high-quality support.
- Helped customers with insurance questions and bills.
- Helped customers with their claims through claim department.
- Follow up calls.
Internet Sales Manager
Price Ford of Turlock
Turlock
03.2017 - 07.2021
- Engaged positively with each customer, providing professional, and polite support for sales and service needs.
- Maintained relationships and followed up with customers.
- Kept calm and applied strong problem-solving and interpersonal skills to resolve conflicts.
- Negotiated product sales and trade-in deals for maximum profit.
- Monitored online customer inquiries and ensured prompt and professional responses to enhance customer satisfaction.
- Set and achieved monthly sales targets, contributing to overall company revenue goals.
- Resolved customer complaints regarding sales and service.
- Cold calling customers when they inquired on vehicles.
- Product knowledge.
Service Coordinator
Valley Lexus
Modesto
07.2015 - 01.2017
- Takes phone calls, schedules appointments, follow up calls, looks up recalls, tracked enterprise cars used in service, cash register, interacts with customers to answer their inquiries about products, accounts, and services.
Service Coordinator
Micheal Stead Porsche
Walnut Creek
04.2014 - 06.2015
- Takes phone calls, schedules appointments, follow up calls, looks up recalls, tracked enterprise cars used in service, cash register, interacts with customers to answer their inquiries about products, accounts, and services.
Receptionist
San Luis Auto Repair
San Luis Obispo
04.2014 - 12.2014
- Welcoming visitors by greeting them, in person or on the telephone; answering or referring inquiries.
- Directs visitors by maintaining employee and department directories; giving instructions. Put together estimates, scanned documents, filed away documents, ran errands for the business, cash register, and taking accounts payable.
Server
Olive Garden
San Luis Obispo
03.2013 - 04.2014
- Ensured that guest have an enjoyable dining experience by providing quality customer service. Worked in the front of the business taking orders, serving food and drinks, and removing dinnerware from the table in a timely manner. Up sale special items on the menu and cash register.
Model
Abercrombie
Modesto
01.2010 - 08.2010
- Interacted with customers, up sale items, worked cash register, folded clothes, stocked items, and worked fitting rooms.
Hostess
Cool Hand Lukes
Turlock
05.2008 - 08.2008
- Greeted guests, worked the cash register, brought food to the table, cleaned the table, sat guests, and took drink orders.
Education
Criminal Justice
Diabo Valley College
Communications
Cuesta College
Skills
- Communication
- Multitasking
- Prioritizing
- Organization
- Technical skills
- Interpersonal skills
- Initiative and problem-solving abilities
- Dependability
- Conflict resolution
- Customer relationship management
- Sales negotiation
- Appointment scheduling
- Product knowledge
- Cash handling
- Effective communication
- Problem solving
- Active listening
- Customer satisfaction
- Customer relations
- Inbound call answering
- Service standard compliance
- Money handling
- Telephone etiquette
- Customer service
Timeline
Customer Service Team Lead
State Farm
10.2021 - 08.2024
Internet Sales Manager
Price Ford of Turlock
03.2017 - 07.2021
Service Coordinator
Valley Lexus
07.2015 - 01.2017
Service Coordinator
Micheal Stead Porsche
04.2014 - 06.2015
Receptionist
San Luis Auto Repair
04.2014 - 12.2014
Server
Olive Garden
03.2013 - 04.2014
Model
Abercrombie
01.2010 - 08.2010
Hostess
Cool Hand Lukes
05.2008 - 08.2008
Criminal Justice
Diabo Valley College
Communications
Cuesta College
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