Summary
Overview
Work History
Education
Skills
References
Timeline
Generic

James Hernandez

Spartanburg,United States

Summary

Committed job seeker with a history of meeting company needs with consistent and organized practices. Skilled in working under pressure and adapting to new situations and challenges to best enhance the organizational brand.

Overview

3
3
years of professional experience

Work History

Customer Service Representative

United Healthcare
Greenville, SC
01.2023 - 02.2024
  • Answered customer inquiries and provided accurate information regarding products and services.
  • Provided excellent customer service to resolve customer complaints in a timely manner.
  • Gathered customer feedback through surveys and used the data to improve customer service.
  • Identified areas of improvement in customer service processes and suggested changes accordingly.
  • Demonstrated excellent communication skills in resolving product and consumer complaints.
  • Developed strong customer relationships to encourage repeat business.
  • Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions.
  • De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
  • Set up and activated customer accounts.
  • Conducted research to identify competitive rates and benefits offered by other providers.
  • Explained complex technical terms related to insurance plans in simple language for easy understanding.
  • Gathered detailed information from customers prior to offering quotes or making recommendations.

Medicare Sales Agent

SelectQuote
Greenville, SC
03.2023 - 01.2024
  • Provided product information and answered questions about Medicare services.
  • Assisted customers with selecting appropriate plans based on their needs.
  • Resolved customer complaints quickly and professionally.
  • Advised customers on various aspects of their health insurance policies.
  • Generated leads through cold calling prospective clients for Medicare services.
  • Presented and clearly explained insurance policy options based on clients' needs and goals.
  • Explained advantages, disadvantages and features of policies to promote sales of Medicare plans.
  • Monitored clients' insurance coverages to ensure changing needs were met.
  • Developed appropriate quotes based on risk information.
  • Remained current on latest industry trends by gaining comprehensive knowledge of financial and insurance products, services and best practices.

Troubleshooter

Apple
Greenville, SC
01.2021 - 02.2023
  • Provided excellent customer service to resolve customer complaints in a timely manner.
  • Answered customer inquiries and provided accurate information regarding products and services.
  • Gathered customer feedback through surveys and used the data to improve customer service.
  • Assisted customers with product selection, ordering, billing, returns, exchanges and technical support.
  • Maintained detailed records of customer interactions, transactions and comments for future reference.
  • Resolved complex problems by working with other departments to provide solutions that meet customer needs.
  • Identified areas of improvement in customer service processes and suggested changes accordingly.
  • Developed strong relationships with customers by providing personalized assistance and support.
  • Tracked orders from start to finish to ensure timely delivery of goods or services.
  • Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
  • Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
  • Remained calm and professional in stressful circumstances and effectively diffused tense situations.
  • Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions.
  • De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
  • Assisted customers with making payments or establishing payment plans to bring accounts current.
  • Educated customers on special pricing opportunities and company offerings.
  • Demonstrated excellent communication skills in resolving product and consumer complaints.

Education

Associate of Arts - Business Administration

Houston Community College
Houston, TX
08-2012

Skills

  • Information Security
  • Call Management
  • Consultative Sales
  • Account updating
  • Data Collection
  • Inbound and Outbound Calling
  • Product Knowledge
  • Complaint resolution
  • Data Entry
  • Typing 80 WPM
  • Order Fulfillment
  • Reading Comprehension
  • Document Control
  • Payment Processing
  • Building rapport
  • Follow-up skills
  • Technical Support
  • Customer Education
  • Microsoft Excel
  • Report Transcription
  • Shipping and receiving understanding
  • Multi-Task Management
  • Problem-solving abilities
  • De-Escalation Techniques
  • Microsoft Outlook
  • Microsoft Office Suite

References

References available upon request.

Timeline

Medicare Sales Agent

SelectQuote
03.2023 - 01.2024

Customer Service Representative

United Healthcare
01.2023 - 02.2024

Troubleshooter

Apple
01.2021 - 02.2023

Associate of Arts - Business Administration

Houston Community College

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James Hernandez