Hilda H. Hernandez
Palmdale,CA
Summary
Detailed-oriented and reliable customer service representative with more than 10 + years of experience. Strong dedication to resolving complex inquiries in a busy call center setting. Fully committed to building strong customer relationships, driving brand loyalty and increasing customer satisfaction and retention.
Overview
15
15
years of professional experience
Work History
Payroll Analyst
Cast and Crew Entertainment Services LLC
12.2018 - 09.2020
- Adjusting payroll records (exemptions, work state, pay rate, union affiliation, deal memos, employee record.) for paymasters, external clients and management.
- Effectively communicates verbally and in writing to clarify or collaborate adjustments to clients, coordinators and management.
- Focused on meeting expectations and requirements of internal and external customers.
- Prioritizes and handles multiple demands.
- Explain adjustments and results to clients, coordinators and others.
- Contact clients directly to clarify or discuss adjustment request.
- Be familiar with the full employee setup (employee records, deal memo, special records).
- Work with finance and payroll department to resolve direct deposit exceptions.
Customer Service Representative
Bank of America
08.2015 - 08.2018
- Create a connection and develop rapport with customers to provide outstanding, personalized service.
- Listen carefully and connect with customers to understand their top financial priorities and to uncover products and solutions that will benefit them.
- Ensure customers/clients are quickly connected to the appropriate teammate with the expertise to meet their needs.
- Meet or exceed sales goals by influencing customers to learn about products/services that will benefit them.
- Build, develop and maintain partnerships with teammates and specialists to maximize effectiveness and serve customers.
- Accurately and efficiently process payments, Direct Deposits, Balance transfers.
- Assist customers with inquiries and/or problem resolution in a professional and composed manner and escalate to manager as appropriate.
- Inform and educate customers on how to conduct simple transactions through self-service technologies.
- Follow established policies, procedures and guidelines to protect both our customers and Bank of America.
- Proven results in exceeding goals in areas of sales and service in a customer-centric, results-driven environment.
- Ability to respond and assist customers with inquiries and/or problem resolution.
- Strong communication skills (including verbal and non-verbal) and active listening skills.
- Careful attention to detail and time management.
- Provided daily reports for the team (Shrinkage, Average handle time and Customer experience survey scores).
- Provided monthly Iknows and huddles (Banks regulations and policies).
Scheduler
Smile Dental Group
03.2015 - 08.2015
- Schedule appointments.
- Answer questions about dental results.
- Answered customer telephone calls promptly and in an appropriate manner.
- Worked with the management team to implement proper responsibilities.
- Documented all customer inquiries and comments thoroughly and quickly.
- Verified Insurance.
Customer Service & Sales Associate II
Bank of America
05.2005 - 10.2013
- Proven results in exceeding goals in areas of sales and service in a customer-centric, results-driven environment.
- Proficient in handling high call-volume (inbound/outbound).
- Educated customers with tax, insurance, escrow, process payments, payoffs, fraud, Home Equity line of Credit (HELOC) Research, PMI, bankruptcy, special loans, process modifications and web inquiries.
- Responsible for solving problems and to investigate/resolve a wide variety of issues.
- Performed correspondence imaging and workflow integration system.
- On the job training/fax on demand coach.
- Helped with all teams when needed (team managing).
- Performed basic classroom training/phone trained.
- Assisted in special projects/escalated calls for our Customer Relationship Advocacy Department/Main.
Education
Education Career Planning & Preparation -
Los Angeles County Office
12.2013
Languages
Bilingual (Spanish)
Additional Information
- ACCOMPLISHMENTS , Numerous awards for global recognition for service excellence in the mortgage department.
Timeline
Payroll Analyst
Cast and Crew Entertainment Services LLC
12.2018 - 09.2020
Customer Service Representative
Bank of America
08.2015 - 08.2018
Scheduler
Smile Dental Group
03.2015 - 08.2015
Customer Service & Sales Associate II
Bank of America
05.2005 - 10.2013
Education Career Planning & Preparation -
Los Angeles County Office
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