Jennifer Hernandez
Las Vegas,NV
Summary
Driven customer service professional with a proven track record at Allegiant Air, excelling in high-volume call management and complaint resolution. Skilled in Microsoft Office and maintaining calm under pressure, I significantly enhanced customer satisfaction through effective problem-solving and relationship-building. Demonstrated ability to adapt and thrive in fast-paced environments, ensuring seamless service delivery and fostering customer loyalty.
Overview
19
19
years of professional experience
Work History
Customer Care Representative
Allegiant Air
06.2012 - Current
- Assisted call-in customers with questions regarding their travel plans.
- Built rapport with customers through active listening and empathetic responses, fostering positive relationships.
- Maintained a high level of product knowledge to provide accurate information and support to customers.
- Navigated multiple computer systems and applications to find information.
- Conducted follow-up calls to ensure complete resolution of customer concerns and verify satisfaction levels.
- Managed high call volume with exceptional professionalism and efficiency.
Room Service Order Taker
MGM Grand Casino
02.2005 - 06.2012
- Maintained updated knowledge of menu offerings, including daily specials and seasonal items, ensuring accurate information was provided to guests at all times.
- Handled any necessary adjustments or modifications to orders quickly while keeping both kitchen staff and guests informed throughout the process.
- Supported other areas of hotel operations as needed, demonstrating flexibility and adaptability in a fast-paced environment.
- Streamlined order processing by effectively communicating with kitchen staff and ensuring timely delivery of meals.
- Developed rapport with returning guests, remembering their preferences to provide an even more personalized room service experience.
- Utilized strong multitasking abilities to efficiently manage multiple incoming calls while simultaneously inputting order details into the system accurately.
Education
Some College (No Degree) -
College of Southern Nevada
Las Vegas, NVSkills
- Call center experience
- Payment Processing
- First Call resolution
- Customer Relations
- Computer Skills
Languages
Spanish
Native or Bilingual
Timeline
Customer Care Representative
Allegiant Air
06.2012 - Current
Room Service Order Taker
MGM Grand Casino
02.2005 - 06.2012
Some College (No Degree) -
College of Southern Nevada