Summary
Overview
Work History
Education
Skills
Accomplishments
Certification
Languages
Timeline
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JORGE HERNANDEZ

DALLAS,TX

Summary

Dynamic bilingual professional with a proven track record at ADT Security, excelling in retention and account management. Recognized as a top inback agent, I leverage excellent communication and critical thinking skills to exceed sales targets and enhance customer satisfaction. Committed to delivering exceptional service and driving results in high-pressure environments.

Overview

11
11
years of professional experience
1
1
Certification

Work History

WINBACK AM RETENTION

ADT SECURITY
02.2022 - Current
  • *Top retention winback agent with most wonback customers 3 years in a row
  • *COE Circle Of Excellence agent award winner
  • *bilingual agent that can also help with incoming spanish calls, and also worked in ADT's bilingual department being able to use my skills for the company

ACCOUNT MANAGEMENT

ADT SECURITY
02.2020 - 02.2022
  • Facilitated training sessions for new account management staff, sharing best practices and experiences.
  • Exceeded quarterly sales targets through proactive outreach efforts and strategic account management.
  • Mentored junior team members, sharing best practices in account management and sales techniques.

Bilingual Customer Service Representative

ADT Security
02.2018 - 05.2020
  • Assisted customers with Spanish-language inquiries in a timely and professional manner.
  • Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
  • Managed high-volume inbound calls, effectively prioritizing issues to ensure swift resolution and minimize hold times for customers.
  • Enhanced customer satisfaction by addressing and resolving complex inquiries in both English and Spanish languages.

CENTRAL LEASING AGENT

RealPage
02.2016 - 04.2018
  • Performed background, reference and credit checks as part of screening process of prospective tenants.
  • Expedited the leasing process for prospective tenants by efficiently managing application paperwork and conducting background checks.
  • Handled tenant communications by quickly responding to requests for maintenance and answering any questions or concerns.
  • Toured property with prospective tenants and provided wealth of information in regards to its key features.

SALES AGENT

SILVERLEAF RESORTS
05.2014 - 02.2016
  • Maintained detailed records of sales activities, using CRM software tools to track progress and manage follow-ups effectively.
  • Achieved sales goals consistently by utilizing persuasive communication techniques during presentations.
  • Conducted market research to stay informed about industry trends, pricing, and competitor offerings.
  • Maximized revenue by identifying customer needs and matching them with the best-suited timeshare options.

Education

High School Diploma -

SUMMIT HIGHSCHOOL
Arlington, TX
05-2008

Skills

  • Excellent communication
  • Hard pressure sales experience
  • Critical thinking
  • Multitasking Abilities
  • Time management
  • Customer service
  • Problem-solving
  • Bilingual

Accomplishments

  • Achieved Top winback agent for 3 years through effectively helping with getting most customers back to the company from previous canceled accounts
  • .
  • Achieved COE Circle of Excellence award by being top performer with accuracy and efficiency.

Certification

*achieved to retain customer's through previous sales and marketing tactics along with upselling with our company story, products, and experience within the company already to ensure the customer gets the best experience and our company the most profit in sales, while turning our revenue loss into profits

Languages

Spanish
Native or Bilingual
English
Native or Bilingual
Bulgarian
Limited Working
Serbian
Limited Working

Timeline

WINBACK AM RETENTION

ADT SECURITY
02.2022 - Current

ACCOUNT MANAGEMENT

ADT SECURITY
02.2020 - 02.2022

Bilingual Customer Service Representative

ADT Security
02.2018 - 05.2020

CENTRAL LEASING AGENT

RealPage
02.2016 - 04.2018

SALES AGENT

SILVERLEAF RESORTS
05.2014 - 02.2016

High School Diploma -

SUMMIT HIGHSCHOOL

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