Jose Herrera
Homestead
Summary
I am currently seeking to change work fields after being in a call center environment for over 12 years. I recently completed my CDL course Class A License at Soler and Soler CDL school. I come with dynamic leadership with proven expertise in enhancing customer satisfaction and team productivity. I am Fluent in English and Spanish, adept at critical thinking and active listening, significantly improved resolution times and fostered a positive work environment. Skilled in safe driving and GPS navigation.
Overview
15
15
years of professional experience
Work History
Customer Service Representative
American Express
02.2017 - 11.2024
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Negotiated solutions with dissatisfied customers, turning potential negative reviews into positive testimonials.
- Improved resolution time with effective problem-solving for customer complaints.
- Participated in cross-functional teams to discuss ways to improve overall customer satisfaction across company.
- Participated in training programs to enhance product knowledge and customer service skills.
- Met customer call guidelines for service levels, handle time and productivity.
- Maintained up-to-date knowledge of product and service changes.
- Enhanced productivity levels by anticipating needs and delivering outstanding support.
- Increased efficiency and team productivity by promoting operational best practices.
- Trained staff on operating procedures and company services.
Assistant Manager
Alorica
01.2013 - 01.2017
- Supervised day-to-day operations to meet performance, quality and service expectations.
- Maintained a clean, safe, and organized store environment to enhance the customer experience.
- Developed strong working relationships with staff, fostering a positive work environment.
- Mentored junior staff members in their professional development by offering guidance/support in their assigned roles.
- Assisted in recruiting, interviewing, hiring, and onboarding of new employees to maintain adequate staffing levels.
- Collaborated with the management team to develop strategic plans for business growth and improvement.
- Enforced company policies consistently while handling disciplinary actions when necessary with fairness and respect.
- Facilitated clear communication between employees and upper management through regular meetings and updates.
- Conducted employee performance evaluations, providing constructive feedback for growth and development.
- Boosted employee morale by recognizing outstanding performance and celebrating team accomplishments.
- Implemented staff training programs, enhancing product knowledge and improving customer service skills.
- Analyzed sales data to identify trends and adjust inventory orders accordingly.
- Conducted performance evaluations and provided constructive feedback to employees.
- Collaborated with management team to set sales targets and strategies, achieving consistent sales growth.
- Led weekly team meetings to discuss goals and review performance, fostering culture of continuous improvement.
Store Manager of Operations
Quiznos Restaurant
06.2009 - 10.2012
- Increased sales with special displays and promotions.
- Increased store traffic by organizing engaging events and promotions that appealed to target customers.
- Oversaw the implementation of new technology solutions for efficient inventory tracking, data analysis, and overall store operations enhancement.
- Maximized sales and minimized shrinkage through excellent customer service and adherence to standard practices.
- Managed budget allocation for staffing, inventory, and other operational expenses to maximize profitability.
- Enhanced customer satisfaction by resolving issues promptly and maintaining a clean, organized store environment.
- Coordinated with regional management on strategic planning initiatives aimed at improving store performance within the district or territory as a whole.
- Collaborated with cross-functional teams to drive company-wide improvements in operations and customer service.
- Mentored employees for professional growth, fostering a positive work culture that encouraged collaboration and teamwork.
- Rotated merchandise and displays to feature new products and promotions.
- Maintained proper product levels and inventory controls for merchandise and organized backroom to facilitate effective ordering and stock rotation.
- Managed inventory control, cash control, and store opening and closing procedures.
- Managed store employees successfully in fast-paced environment through proactive communication and positive feedback.
- Ordered all inventory from local suppliers and picked them up 3x a week on company box truck.
Education
Associate of Arts - Business Management
Miami Dade College
Miami, FL12-2024
High School Diploma -
Barbara Goleman Senior High
Miami Lakes, FL06-2008
Skills
- Valid class A commercial Driver's license
- Fluent in English and Spanish
- Customer service
- Active listening
- Critical thinking
- Punctual and reliable
- Dependable and reliable
- Time management
- Attention to detail
- Valid Driver's license
- Teamwork and collaboration
- Safe driving
- Loading and unloading
- Clean driving record
- GPS navigation
- Order picking and processing
- Map reading and navigation skills
- GPS operation
- Cargo handling
- Vehicle inspection
- Pre-trip and Post-trip inspections
- DOT compliance
- Vehicle inspections
- Valid class A commercial Driver's license
- Current CDL license
- Local routes
- Traffic laws
- Weather adaptability
Accomplishments
CDL CLASS A LICENSE
Ran and operated a restaurant for over 3 years, which included many delivers to private residents and commerical deliveries. This also included inventory pick ups with the company box truck.
Languages
English
Full Professional
Spanish
Full Professional
Timeline
Customer Service Representative
American Express
02.2017 - 11.2024
Assistant Manager
Alorica
01.2013 - 01.2017
Store Manager of Operations
Quiznos Restaurant
06.2009 - 10.2012
Associate of Arts - Business Management
Miami Dade College
High School Diploma -
Barbara Goleman Senior High
Similar Profiles
Nemecio ContrerasNemecio Contreras
(Fraud Prevention) at American Express(Fraud Prevention) at American Express
Destinez CharlesDestinez Charles
Credit and Collections Specialist at American ExpressCredit and Collections Specialist at American Express
Dewanka SardanaDewanka Sardana
Sr BST Analyst at American ExpressSr BST Analyst at American Express
SHAQUILE MAJAWAHSHAQUILE MAJAWAH
Data Center Infrastructure Technician at American ExpressData Center Infrastructure Technician at American Express
Danielle BrownDanielle Brown
Correctional Sergeant at Dade Correctional InstitutionCorrectional Sergeant at Dade Correctional Institution