Jessica Hernandez
Follett Higher Education Group
Cedar Hill,TX
14
Years of experience
Customer Service Leader with extensive experience in driving team performance and enhancing customer satisfaction. Focused on fostering collaboration and adapting to changing needs while ensuring reliable service delivery. Expertise in conflict resolution, team training, and performance management positions teams for success.
Work History
Customer Service Team Lead
1 Year 3 Months- Led customer service team, enhancing communication strategies and improving issue resolution efficiency.
- Processed customer transactions accurately and efficiently using POS systems.
- Assisted in training new cashiers on operational procedures and customer service best practices.
- Resolved customer inquiries and concerns promptly, fostering positive shopping experiences.
- Collaborated with team members to optimize workflow during peak hours, improving overall service speed.
- Greeted customers entering store and responded promptly to customer needs.
- Worked flexible schedule and extra shifts to meet business needs.
- Built relationships with customers to encourage repeat business.
- Assisted customers with returns, refunds and resolving transaction issues.
Receptionist
3 Years 3 Months- Streamlined front desk operations by managing phone calls, emails, and walk-in clients, leading to improved client flow.
- Enhanced customer satisfaction by promptly addressing inquiries and providing accurate information.
- Enhanced customer satisfaction by promptly addressing inquiries and providing accurate information, resulting in positive feedback.
- Cultivated positive relationships with clients through professional demeanor and strong interpersonal skills, fostering client loyalty.
Customer Service Specialist
4 Years 2 Months- Managed daily operations of the bookstore, emphasizing customer service and position rotation across campus stores. • Opened and closed all campus and offsite bookstores. • Ensured accurate cash handling while providing excellent service. • Course material distribution • Order fulfillment: Processed online orders, packed, and shipped merchandise • Project coordinator: Tailgate and pop-up stores for campus events.
- Handled escalated calls calmly, finding resolutions that satisfied both the company and the customer''s needs.
- Entered customer payment information securely for order fulfillment. and other pertinent information to place orders.
- Built strong relationships with customers, faculty, and medical staff to encourage repeat business.
After-School Tutor
10 Months- Enhanced student academic performance through tailored one-on-one tutoring in core subjects.
Education
No Degree - Family Studies
High School Diploma
Skills
Client relations
Verbal communication
Issue resolution
Time Management
Punctual and Reliable
Professional demeanor
Friendly
positive attitude
Relationship building
Student engagement
Small group instruction
Safety monitoring
Behavior support
Caring and empathetic demeanor
Supervising classroom activities
Decision-making
Timeline
Customer Service Team Lead
Follett Higher Education Group
02.2025 - 05.2026Read More
Receptionist
Cushman & Wakefield
02.2021 - 05.2024Read More
Customer Service Specialist
Follett Higher Education Group
08.2016 - 10.2020Read More
After-School Tutor
Wing Education Center
08.2012 - 06.2013Read More
Shasta College
No Degree from Family Studies
Read More
Piedmont Hills High School
High School Diploma
Read More
Volunteer Experience
Good News Rescue Mission - Office assistant and Women's Mentor 2014-2015
Jubilee Christian Center- Event host and coordinator for Women's and children's ministries. Office Assistant and leader coordinator to Junior and Senior high Pastor 1994-2013
New Creation Group Home- Taught relevant topics to teen mothers 2008-2009
Los Angeles Dream center- Outreach worker: Fed and ministered to local community 2008