Hi, I’m
Janet Hernandez
Burtonsville,MD
Summary
Motivated leader with over 10 years of administrative support, including 3 years of managerial experience. Timely follow up, meeting quarterly deadlines, and providing excellent customer service are core values I uphold with very high standard. I am an enthusiastic and engaged learner who loves to ask questions and ask for clarity to make sure projects are done accurately and effectively. I look forward to building upon my skillset in a project management or leadership role to help the company’s effectiveness and growth.
Overview
14
years of professional experience
Work History
Nauticon Office SolutionsGaithersburg, MD
Dispatch & Parts Manager
09.2014 - Current
Job overview
- Oversee dispatch operations to ensure customer satisfaction goals are successfully accomplished. This includes prompt communication with all parties involved, including customers, higher management, and service engineers, monitoring and managing service call routes to ensure response time is met, and using good judgement to make executive decisions when higher management is not available.
- Train and equip team members on dispatch and parts responsibilities. This involves creating resourceful processes and procedures for daily functions.
- Attend weekly management meetings to provide data results from previous week's performance, as well as provide input on departmental issues and suggestions for improvement. Ensure quarterly department goals and weekly to-do items are complete with thoroughness and attention to detail.
- Help reduce company expenses by troubleshooting and resolving key operator issues remotely; created a phone fix guide to help other dispatchers successfully execute key operator issues over the phone.
- Provide administrative support to Vice President of Service Operations, which includes taking lead on customer escalations, tracking weekly goal of manager field inspections, and thoroughly communicating with internal departments to make sure urgent requests are resolved.
- Analyze data to manage 12 technician car stocks and main warehouse inventories. Data analyzed is to ensure appropriate minimum and maximum car stock quantities, setting up new inventory of parts for newer equipment models, and removal of obsolete parts.
- Performed semi-annual main warehouse inventory and executed quarterly technician car stock inventory.
- Maintain "Service First" attitude with internal and external customers in every aspect of communication and demeanor.
- Cross trained with other departmental duties that include collections, meter reading entry, and sales ordering for supplies.
State Farm, Jimmy Reid Rockville, MD
Sales Representative
06.2011 - 09.2014
Job overview
- Deliver excellent customer service support through daily tasks such as answering phones and responding to customer and company emails.
- Provided 10 customer leads in writing per week, not including 2 life insurance leads per day.
- Used excellent verbal and written skills to engage customers in policy reviews and effectively determine product needs and requirements.
- Applied payments, followed up with customers on past due premiums, and scheduled auto-pay if requested by customer.
- Passed state licensing exams for auto, home, bank, and life insurance.
Education
Montgomery CollegeRockville, MD
Associate of Arts from General Studies - STEM
05.2019
Northwood High SchoolSilver Spring, MD
High School Diploma
05.2010
Skills
- Service Coordination
- Effective Communications
- Customer Service
- Training and Development
- Client Interaction
- Data Entry
- Time Management
- Microsoft Office (Outlook, Excel, Word, PowerPoint)
References
Vinh Phan, Vice President of Service Operations
202-841-8937
Lauren Kain, Senior Vice President of Operations
240-370-1553
Timeline
Dispatch & Parts Manager
Nauticon Office Solutions
09.2014 - Current
Sales Representative
State Farm, Jimmy Reid
06.2011 - 09.2014
Montgomery College
Associate of Arts from General Studies - STEM
Northwood High School
High School Diploma