Karla Hernandez
Garland,TX
Summary
Developed leadership and team management skills in fast-paced environment, consistently ensuring efficient operations and team cohesion. Adept at problem-solving, conflict resolution, and performance improvement, with focus on achieving organizational goals. Looking to transition into new field while leveraging transferable skills to contribute effectively.
Overview
12
12
years of professional experience
Work History
Supervisor / People Manager
Interface Security
11.2023 - Current
- Conducted performance reviews to support employee development.
- Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
- Improved customer satisfaction with timely response to inquiries, addressing concerns, and finding effective solutions.
- Increased team productivity by implementing efficient workflows and setting clear expectations for staff members.
- Enhanced communication within the team by holding regular meetings and encouraging open dialogue among all members.
- Conducted performance evaluations for staff members, identifying areas of improvement and guiding professional development plans.
- Maintained accurate employee records, processing payroll adjustments and assisting with benefits administration.
- Partnered with Human Resources to recruit, interview, hire, and retain top talent for the production workforce.
Lead Intervention Specialist
Interface Security Systems
01.2019 - 01.2023
- Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows
- Helped meet changing demands by recommending improvements to business systems or procedures
- Achieved results by working with staff to meet established targets
- Assisted with new hire processing and existing training programs
Customer Service Representative
iQor
01.2017 - 01.2019
- Technical support and customer service handling incoming calls regarding product support and warranty claims
- Exceeded customer survey satisfaction goals by ensuring one call resolution through effective root cause analysis on all calls
- Assisted in creating troubleshooting guides based on new product creation or customer feedback on known issues
Intervention Specialist
Interface Security Systems
01.2016 - 01.2017
- Working in a mid-sized command center monitoring different locations using live audio and video surveillance to help reduce inventory loss, assist clients with customer and employee safety
- Multi-task live monitoring and answer incoming calls to determine where to route event/issues in clients locations; take information or escalate to emergency response units such as EMS, Fire dept, or Police for intervention
- Consistently communicated verbally and written to all parties involved to ensure efficient response time and resolution to all emergencies and non-emergency events
Trainer
CVE Technology Group
01.2013 - 01.2016
- Trained all new hire employees on iPhone repair processes through a classroom environment, a hands-on approach to place theory into practice and ease of learning and understanding
- Managed a highly efficient team of 20 plus
- Promoted to trainer within a 6 month period
Education
High School Diploma -
Memorial Pathway Academy
06.2014
Skills
- Team leadership
- Trainer/Facilitator
- Process document creation/improvements
- Multi-tasking/Communication skills
- Efficient on Microsoft Office/Excel
- Exceptional oral and written communication
- Fluent in English/Spanish
- Payroll processing
- New hire processing
Licenses Certificates
TMA Operator Level 1
Languages
English
Native or Bilingual
Spanish
Native or Bilingual
Timeline
Supervisor / People Manager
Interface Security
11.2023 - Current
Lead Intervention Specialist
Interface Security Systems
01.2019 - 01.2023
Customer Service Representative
iQor
01.2017 - 01.2019
Intervention Specialist
Interface Security Systems
01.2016 - 01.2017
Trainer
CVE Technology Group
01.2013 - 01.2016
High School Diploma -
Memorial Pathway Academy
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