Irais Hernandez
Athens,Texas
Summary
Diligent customer service representative with over four years of experience in retail and logistics, dedicated to enhancing customer satisfaction and driving operational efficiency. Achieved an 18% improvement in average handle time while elevating customer satisfaction scores from 82% to an impressive 94%. Expertise in team management and process optimization, consistently focused on delivering exceptional service and nurturing strong client relationships. Open to relocation opportunities to contribute to organizational success.
Overview
5
5
years of professional experience
Work History
Spark Driver
Walmart
10.2025 - Current
- Route Optimization & GPS Navigation
- Led customer service initiatives to enhance communication strategies. Developed and implemented training programs to improve team performance. Collaborated with management to streamline customer interaction processes.
- Time Management & Reliability
- Executed efficient handling processes for perishable goods to maintain product integrity and minimize waste.
- Navigated routes effectively, optimizing travel time and reducing delays.
- Utilized GPS and other navigation tools to plan routes and stay on schedule.
- Delivered goods and products to customers on time and in excellent condition.
- Kept detailed logs of deliveries, mileage, and fuel consumption, contributing to accurate record-keeping.
- Facilitated efficient delivery processes by assisting with vehicle loading and unloading as needed.
- Delivered products efficiently to various locations while adhering to safety regulations.
Paint Delivery Driver PT
HDZ PAINTING
01.2022 - 12.2025
- Ensured the safe handling and transportation of fragile or perishable items
- Delivered packages and goods to customers in a timely and efficient manner
- Maintained accurate records of deliveries, including time of delivery, recipient's name, and any special instructions
- Adhered to all traffic laws and regulations while operating company vehicles
- A leading regional supplier of automotive and industrial coatings.
- As a Paint Delivery Driver for HDZ Painting of small Business, responsible for the safe and timely delivery of products to a diverse clientele of auto body shops, dealerships, and retail customers.
- Through meticulous route planning and a customer-centric approach, consistently exceeded delivery efficiency targets, reduced transit times by 15%, and became a trusted point of contact for key accounts.
- The role evolved from simply transporting goods to providing critical logistical support, ensuring our clients received the right materials exactly when needed to maintain their workflow with teamwork.
Customer Service
Torres Western Wears
01.2023 - 02.2025
- Average handle time (AHT) was improved by 18% by creating a knowledge base of solution templates, saving the department an estimated 30 support hours per week.
- Consistently exceeded upsell goals by 20% quarter-over-quarter by identifying customer needs and effectively promoting premium support plans and complementary products
- Satisfaction (CSAT) scores from 82% to 94%
- Voluntarily led a cross-functional project with the product development team to bridge communication gaps, reducing bug-related customer complaints by 40% in the following quarter.
- Consult with leadership for assigned dining room station, opening side work, and closing side work daily duties.
- Follow all company standards regarding paperwork, time management, cash management and loss prevention, and revenue.
- Provides a safe working environment in accordance with OSHA standards and maintains a clean and organized accident-free work area.
- Take pride in every aspect of work duties and perform them with energy and enthusiasm to create an enjoyable environment for customers.
- As a Retail Association, it was instrumental in enhancing customer loyalty and operational efficiency.
- The focus was on driving revenue through exceptional service, streamlining processes to reduce handling times, and implementing solutions that directly improved the customer experience.
Childcare
Children's Depot Learning Center LLC
09.2021 - 12.2023
- Supported a lead teacher in a Pre K to 5th grade classroom at Daycare Children Depot Learning Center LLC, managing daily activities and providing one-on-one and small group instruction to enhance student comprehension and social skills.
- Recognized for strong performance with increased responsibilities and a promotion.
- Spearheaded the development and implementation of a new sensory-play curriculum, resulting in a 40% increase in observed positive child engagement and a 25% improvement in fine motor and skill development across the classroom.
- Managed a classroom of 12 toddlers, maintaining a 98% safety record over 2 years through proactive hazard mitigation and consistent enforcement of security protocols.
- Cultivated strong parent-partnerships through the introduction of a weekly digital portfolio update, leading to a 15% increase in parent satisfaction survey scores and significantly stronger communication.
- Trained and mentored 3 new assistant teachers on classroom management and developmental best practices, improved their onboarding time by 50% and ensured consistent care quality.
- Build positive relationships with students, effectively de-escalating conflicts and promoting a respectful classroom community.
Education
High School Diploma -
Athens High School
Athens, TX05-2019
Skills
- Hand tools
- Organizational skills
- Flexibility
- Phone communication
- Customer inquiry handling
- Animal enclosure cleaning
- Photography
Languages
Spanish
Native or Bilingual
Timeline
Spark Driver
Walmart
10.2025 - Current
Customer Service
Torres Western Wears
01.2023 - 02.2025
Paint Delivery Driver PT
HDZ PAINTING
01.2022 - 12.2025
Childcare
Children's Depot Learning Center LLC
09.2021 - 12.2023
High School Diploma -
Athens High School