Kassandra Hernandez
Manchester,USA
Summary
Customer service representative with 3 years of experience in effectively resolving customer inquiries and concerns. Proficient in documenting call details and generating comprehensive reports. Dedicated to delivering accurate information and solutions to enhance client retention. Open to relocation to Nashua, Concord, or Salem, NH.
Overview
11
11
years of professional experience
Work History
PCA
Benchmark Senior Living
02.2024 - 02.2026
- Provided compassionate care and support to residents, enhancing daily living activities.
- Developed individualized care plans in collaboration with nursing staff to meet residents' needs.
- Ensured proper hygiene practices were followed by assisting with bathing, grooming tasks.
- Answered patient assistance calls, assessed needs, and offered.
- Managed challenging behaviors in dementia patients using de-escalation techniques, creating a calm atmosphere within the care setting.
- Collaborated with healthcare teams to develop individualized care plans, ensuring optimal outcomes for each patient.
- Documented patient information accurately in electronic medical records, ensuring continuity of care among healthcare providers.
Patient Service Representative
Catholic Medical Center
04.2022 - 09.2023
- Incoming & Outgoing Calls
- Building Referrals
- Scheduling Appointments
- Prescription Calls
- Training new employees
Host
Margaritas Mexican Grill
03.2016 - 08.2016
- Greeted guests and gathered information to seat groups or place on waitlist.
- Answered telephone to provide dining information and take party reservations.
- Scheduled reservations and notified servers and managers of large groups to prepare seating in advance.
- Notified server after seating parties in section to facilitate prompt service.
- Cleaned and restocked counter areas, replenished cash drawer and checked server supplies to facilitate operations.
- Collaborated with front of house staff to move tables and adjust seating to accommodate customers.
- Supported management by resolving customer service and food-related issues to maintain guest satisfaction.
- Supported serving staff, food runners and bussers to keep dining room presentable and ready for guests.
Host
Kenzie's Restaurant
01.2015 - 02.2016
- Greeted guests and gathered information to seat groups or place on waitlist.
- Answered telephone to provide dining information and take party reservations.
- Accommodated guests with children and special needs to promote comfortable dining experience.
- Scheduled reservations and notified servers and managers of large groups to prepare seating in advance.
- Escorted guests to seating area, furnished menus and highlighted daily specials.
- Greeted customers, answered questions and recommended specials, wine and desserts to increase profits.
- Monitored dining area to assess server capacity and estimate wait times.
- Completed closing duties by emptying trash, safeguarding alcohol and polishing silverware.
- Answered phone inquiries to schedule and confirm reservations, record takeout orders and respond to service questions.
- Arranged place settings with fresh tablecloths, tableware and flowers to create appealing tables.
Education
High School Diploma - undefined
Manchester School of Technology
Manchester, NH05.2011
Skills
- Report generation
- Dining customer service
- Credit card payment processing
- Problem resolution
- Report creation
- Leadership
- Quality assurance control
- Multitasking
- Effective customer upselling
Timeline
PCA
Benchmark Senior Living
02.2024 - 02.2026
Patient Service Representative
Catholic Medical Center
04.2022 - 09.2023
Host
Margaritas Mexican Grill
03.2016 - 08.2016
Host
Kenzie's Restaurant
01.2015 - 02.2016
High School Diploma - undefined
Manchester School of Technology