Years of professional experience
Jody Hernandez
Customer Service Expert
San Ysidro,CA
Summary
Highly-motivated employee with desire to take on new challenges. Strong work ethic, adaptability, and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills.
Overview
9
9
20
20
Years to fine tune Customer Support
Work History
Remote Benefits AE Rep (Temp)
Kelly Services
San Diego, CA
08.2023 - 11.2023
- Provided superior customer service by answering product and service related questions.
- Resolved customer complaints in a professional manner while remaining empathetic to their concerns.
- Educated customers on product features and benefits to ensure they had an excellent shopping experience.
- Consistently met daily performance goals set by management team members.
- Established positive relationships with customers through effective communication techniques
- Demonstrated exceptional service skills by going above and beyond to satisfy customers by phone.
- Maintained customer interaction and activity records in CRM systems
Property Supervisor
Common Area Maintenance Services
San Diego, CA
11.2022 - 06.2023
- Conducted regular property inspections to ensure compliance with safety, health and fire regulations.
- Supervised and coordinated the activities of contractors working on assigned properties.
- Resolved tenant complaints regarding maintenance issues in a timely manner.
- Negotiated contracts with vendors providing services such as landscaping, pest control.
- Reviewed invoices from vendors for accuracy before authorizing payment.
- Coordinated repairs to rental units when necessary including scheduling contractors and overseeing work quality.
- Implemented preventative maintenance plans to ensure proper upkeep of all buildings and grounds on assigned properties.
- Inspected properties regularly to identify deficiencies and schedule repairs.
- Solicited and analyzed bids for repairs, renovation and general maintenance.
- Coordinated general maintenance and repairs to keep facilities operational and attractive.
- Oversaw and monitored preventative maintenance and energy management inspections and programs.
- Developed and maintained strong working relationships with owners and subcontractors to minimize hassle for both parties.
Inbound Call Center Sales Representative
Cyber City Teleservices
San Diego, California
07.2021 - 09.2022
- Provided timely feedback on customer concerns and issues.
- Maximized sales opportunities on each call by using effective selling techniques.
- Continuously updated job knowledge by participating in educational opportunities like webinas
- Assessed customer needs, clarified information, researched every issue and provided solutions or alternatives.
- Adhered strictly to service level agreements as set by the organization for each call type and category.
- Offered support and assistance to customers regarding products, services, billing inquiries, technical difficulties.
- Developed strong relationships with clients through professional communication skills.
- Met individual targets set by supervisors for sales conversions and revenue generation.
- Answered incoming calls and provided highest level of professionalism and knowledgeable service to every customer.
Customer Care Representative
Axos Bank
San Diego, CA
06.2022 - 08.2022
- Ensured compliance with company policies regarding privacy laws and data protection regulations.
- Built sustainable relationships of trust through open communication with customers.
- Performed administrative duties such as filing paperwork, maintaining records, updating databases.
- Escalated unresolved issues requiring further investigation or specialized expertise.
- Answered customer inquiries over the phone and via email.
- Assisted customers in navigating through website features and functions to locate desired information or products.
- Identified opportunities to upsell additional services when appropriate.
- Maintained a detailed record of all customer interactions, transactions, comments, and complaints.
- Researched resolutions, contacted necessary departments and responded to customer by phone, mail, or fax as follow-up.
- Maintained high satisfaction score by consistently resolving first-call issues.
- De-escalated customer issues with proven conflict mediation and problem-solving abilities.
- Surpassed quality target by working through scripted response plans and applying personal knowledge base to resolve concerns.
- Processed customer account changes with proprietary software.
Bilingual Call Center Agent
Globe Life And Accident Insurance Company
San Diego, California
02.2019 - 04.2022
- Assisted customers in Spanish and English with inquiries, complaints and requests for information.
- Translated documents from English to Spanish as needed.
- Researched and resolved customer issues quickly and efficiently.
- Maintained up-to-date records of customer interactions and transactions.
- Listened carefully to customers' needs in order to provide appropriate solutions
- Ensured compliance with relevant laws, regulations, and guidelines for call center operations.
- Collaborated closely with other departments such as sales or technical support teams.
- Answered incoming calls and provided highest level of professionalism and knowledgeable service to every customer.
- Updated customer accounts, addresses and contact information within call management databases.
- Asked probing questions to determine service needs and accurately input information into electronic systems.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Conducted outbound calls for follow ups or additional information gathering purposes.
- Participated actively in training activities related to new products or processes.
- Managed customer expectations by clarifying needs, identifying options, and recommending products and services.
Education
Some College (No Degree) - Business Administration And Management
Western Governors University
Salt Lake City, UTSkills
- Sales Reporting
- Paperwork Processing
- Telephone reception
- Needs analysis
- Records Management
- Customer Support
- Sales Support
- Client Relationship Building
- Business growth and retention
Timeline
Remote Benefits AE Rep (Temp)
Kelly Services
08.2023 - 11.2023
Property Supervisor
Common Area Maintenance Services
11.2022 - 06.2023
Customer Care Representative
Axos Bank
06.2022 - 08.2022
Inbound Call Center Sales Representative
Cyber City Teleservices
07.2021 - 09.2022
Bilingual Call Center Agent
Globe Life And Accident Insurance Company
02.2019 - 04.2022
Some College (No Degree) - Business Administration And Management
Western Governors University