Isabel Hernandez
Faribault,Minnesota
Summary
Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results. Passionate about promoting lasting customer satisfaction by delivering quality service and unparalleled support. Proficient in customer service best practices and related options.
Overview
9
9
years of professional experience
1
1
Certification
Work History
Customer Service Lead
Pal Management Inc, CashPass Network
Burnsville, Minnesota
07.2017 - Current
- Greeted customers and listened closely to problems described to determine solutions.
- Maintained accurate and current customer account data with manual forms processing and digital information updates.
- Supervised day-to-day customer service operations to provide staff with guidance and drive productivity.
- Stepped up to assist customer service manager with complaints and issues during times of department short staffing.
- Planned schedules and workflows based on expected customer demands.
- Resolved customer service issues using company processes and policies and provided updates to customers.
- Took credit card payments via phone.
Customer Service Professional
Global Cash Card, Inc
Irvine, California
01.2015 - 05.2016
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Create ACH account for Cardholders
- Processed and/or returned deposit for customers
- Create item list; list was made for any client issues while processing
- Checked that all phone lines were working properly
- Make sure internal system is working for management and administration
Convenience Store Manager
S & S Petroleum
San Pedro, California
04.2013 - 12.2015
- Managed employee hours to set schedule and store operation budget appropriately, personally covering cashier shifts and general store duties to minimize store labor cost during slow hours.
- Complete safe and manual deposits to the financial department on a daily basis in a timely manner.
- Maintained sales floor fully stocked and label with correct prices.
- Contact sales representatives when their products running low.
- Protected employees and customers by providing safe and clean store environment in bathrooms, on shelves, floors and fridge doors and around store entrance.
- Trained team members in successful strategies to meet operational and sales targets.
- Volunteered for extra shifts during holidays and other busy periods to alleviate staffing shortages.
Education
Medical Administrative Assistant Diploma -
Everest College
Santa Ana, CA09.2011
High School Diploma -
Santa Ana High School
Santa Ana, CA06.2008
Skills
- Customer Account Management
- Data Entry and Maintenance
- Incoming Call Management
- Responding to Difficult Customers
- Customer Data Confidentiality
- Computer Proficiency
- Telephone Management
- Information Inputting
- Skilled in Microsoft Office
- Critical Thinking
- Upbeat and Positive Personality
- Courteous with Strong Service Mindset
Certification
HIPAA Certified
Medisoft-Entering Data
Knowledge of Medical Terminology
Knowledge of CMS-1500 Claim Forms
Languages
English
Spanish
Timeline
Customer Service Lead
Pal Management Inc, CashPass Network
07.2017 - Current
Customer Service Professional
Global Cash Card, Inc
01.2015 - 05.2016
Convenience Store Manager
S & S Petroleum
04.2013 - 12.2015
Medical Administrative Assistant Diploma -
Everest College
High School Diploma -
Santa Ana High School
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