Kally Hernandez
Evans,CO
Summary
Passionate about promoting lasting customer satisfaction by delivering quality service and unparalleled support. Proficient in customer service best practices and related options.
Overview
9
9
years of professional experience
1
1
Certification
Work History
CSR Insurance Agent
Fred Loya Insurance Company
Greeley, CO
08.2022 - 12.2023
- Educated customers about billing, payment processing and support policies and procedures.
- Updated account information to maintain customer records.
- Collaborated with sales team members to stay current on inventory levels, complete accurate orders, and resolve item issues.
- Identified opportunities for process improvements, leading to increased efficiency in handling customer interactions.
- Demonstrated empathy and active listening skills, resulting in a higher rate of customer satisfaction and repeat business.
- Proved successful working within tight deadlines and a fast-paced environment.
CSR Agent
Teleperformance
Remote
04.2022 - 08.2022
- Exhibited high energy and professionalism when dealing with clients and staff.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Recommended, selected and helped locate and obtain out-of-stock product based on customer requests.
- Investigated and resolved customer inquiries and complaints quickly.
- Demonstrated strong organizational and time management skills while managing multiple projects.
Front Desk Agent
IHG Hotels & Resorts
Lynchburg, VA
01.2015 - 07.2018
- Responded swiftly to room requests and other inquiries made via establishment website, email, or phone.
- Welcomed each new arrival pleasantly and confirmed reservations and identification.
- Maintained accurate records of guest information, payments, and reservations using hotel management software systems.
- Maintained files and records by implementing effective filing systems that boosted efficiency and organization.
Education
High School Diploma -
Penn Foster Online High School
Remote11.2014
Skills
- Calm and Professional Under Pressure
- Account updating
- Customer Data Confidentiality
- Multi-line phone talent
- Data Entry
- Attention to Detail
- Critical Thinking
- Microsoft Office Suite
- Professional and mature
- Experience with remote work and virtual communication tools
- Self-motivation
- Continuous learning
Certification
- Personal Lines License - Expires September 2024
Languages
Spanish
Full Professional
Timeline
CSR Insurance Agent
Fred Loya Insurance Company
08.2022 - 12.2023
CSR Agent
Teleperformance
04.2022 - 08.2022
Front Desk Agent
IHG Hotels & Resorts
01.2015 - 07.2018
High School Diploma -
Penn Foster Online High School