JESSICA HERNANDEZ
Wildwood
Summary
Diligent customer service representative skilled at listening to customers, exceeding productivity targets and maintaining current knowledge of company offerings. Solves problems quickly to retain customers and delivers high level of service in every interaction.
Overview
10
10
years of professional experience
1
1
Certification
Work History
Customer Representative
Nathan Thomas Ins Agency Inc, State Farm
09.2022 - Current
- Accepted payment by credit card and offered self-serve payment solutions after explaining charges on customer bills
- Organized customer information and account data for business planning and customer service purposes
- Obtained my 2-20 license
- Enhanced customer satisfaction by promptly addressing inquiries and resolving issues with professionalism
- Retained dissatisfied customers by offering empathetic listening skills followed by effective problem-solving approaches tailored to each individual case
- Boosted sales revenue by skillfully promoting diverse service options
- Increased repeat business through exceptional service, building trust and loyalty among clients
- Trained new employees on company policies and procedures, ensuring consistent delivery of high-quality customer support
- Clarified customer issues and determined root cause of problems to resolve product or service complaints
- Responded proactively and positively to rapid change.
Customer Service Specialist
Tri-Co Communication
04.2021 - 05.2022
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns
- Answered customer telephone calls promptly to avoid on-hold wait times
- Offered advice and assistance to customers, paying attention to special needs or wants
- Provided quotes for Motorola products and parts
- Cultivated a daily schedule for current and future projects
- Learned and operated a personalized company database
- Assisted customers with setting appointments, special order requests, and arranging merchandise pick-up
- Responded proactively and positively to rapid change
- Cross-trained and provided back up for customer service managers
- Maintained clean and orderly checkout areas by mopping floors, emptying trash cans and wiping down surfaces.
Server
Outback Steakhouse
08.2020 - 04.2021
- Demonstrated strong multitasking skills by managing multiple tables simultaneously without compromising service quality.
- Served food and beverages promptly with focused attention to customer needs.
- Worked with POS system to place orders, manage bills, and handle complimentary items.
- Collaborated with team members during busy shifts for efficient workflow and excellent guest experiences.
- Maintained a clean and orderly dining area for an enjoyable guest experience.
- Resolved customer complaints promptly and professionally to maintain positive reputation.
- Supported colleagues during peak hours, fostering a collaborative work environment that enhanced overall productivity levels.
Twin Peaks Trainer
Twin Peaks Davie
03.2016 - 03.2020
- Certified Twin Peaks Trainer at the Training store of South Florida Twin Peaks, training girls and managers going through their program
- Effectively listened to, understood and clarified guest concerns and issues
- Developed and maintained positive working relationships with others to reach business goals
- Skillfully promoted items on beverage lists and restaurant specials
- Received frequent customer compliments for going above and beyond normal duties
- Guided guests through menus while demonstrating thorough knowledge of the food, beverages and ingredients
- Resolved guest complaints quickly and efficiently
- Maintained complete knowledge of restaurant menu, including daily specials
- Displayed enthusiasm and knowledge about the restaurant's menu and products
Cashier
Publix
02.2014 - 04.2017
- Trained new cashiers on procedures, customer service and sales techniques
- Reported security and service incidents to management
- Kept work areas clean, neat and organized for maximum productivity
- Created attractive displays to promote items
- Assisted customers in selecting items based on needs
- Described products and services in detail
- Handled all customer relations issues in a gracious manner and in accordance with company policies
- Fostered a positive work environment by consistently treating all employees and customers with respect and consideration
- Engaged with customers in a sincere and friendly manner
- Maintained knowledge of current sales and promotions, policies regarding payment and exchanges and security practices
- Alerted customers to upcoming sales events and promotions.
Education
High School Diploma -
Citrus High School
01.2013
Skills
- Thrives in fast-paced environment
- Time management
- Strong work ethic
- Problem-solving
- Conflict Resolution
- Outgoing and energetic
- Courteous, professional demeanor
- Integrity
- Strong communication skills
- Data Entry
- Critical thinking
State
FL
Zip
34785
City
Wildwood
Certification
2-20 Licensed
Timeline
Customer Representative
Nathan Thomas Ins Agency Inc, State Farm
09.2022 - Current
Customer Service Specialist
Tri-Co Communication
04.2021 - 05.2022
Server
Outback Steakhouse
08.2020 - 04.2021
Twin Peaks Trainer
Twin Peaks Davie
03.2016 - 03.2020
Cashier
Publix
02.2014 - 04.2017
High School Diploma -
Citrus High School
2-20 Licensed
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