KATHERINE HERNANDEZ
Fresno,United States
Summary
Commited Inbound Customer Service Agent driven to delivering exceptional service while effectively addressing all our callers needs. I believe i have expertise in adhering to communication protocols ensures professionalism and poise in every interaction, fostering positive relationships with potential and current clients. Proven track record of enhancing customer satisfaction through attentive listening and problem-solving skills, consistently striving to exceed expectations. Recognizes the critical role of embodying a brand's mission in every customer engagement, reinforcing loyalty and trust with each interaction.
Overview
18
18
years of professional experience
Work History
Senior Service Representative
PG&E
FRESNO
11.2020 - Current
- Greeted customers in a friendly and professional manner, resulting customer loyalty
- Handled customer phone calls with a positive attitude and provided accurate information
- Created and maintained customer profiles to understand customer needs and preferences
- Maintained a professional demeanor at all times and managed difficult customer interactions with diplomacy
- Processed customer inquiries and complaints in multiple languages, resulting in improved customer satisfaction
- Handled an average of 60+ customer inquiries per day in a professional and efficient manner
- Mentored junior representatives on best practices and effective communication strategies.
- Collaborated with cross-functional teams to address complex customer concerns effectively.
- Provided backup support during peak periods or staff shortages to ensure seamless service delivery to clients at all times.
- Resolved customer service issues using company processes and policies and provided updates to customers.
- Mentored junior team members, contributing to their professional development and overall team success.
- Analyzed customer data to identify trends and opportunities for improving customer satisfaction levels.
- Educated customers about billing, payment processing and support policies and procedures.
- Investigated and resolved customer inquiries and complaints quickly.
- Trained new personnel regarding company operations, policies and services.
SENIOR PROJECT COORDINATOR
RANSTAD
MADERA
06.2020 - 11.2020
- Coordinated and facilitated communication between cross-functional teams to ensure alignment on project objectives
- Developed and maintained project plans, schedules, and task lists to ensure timely completion of projects
- Developed a comprehensive on boarding process that improved employee retention by 30%
- Coordinated events and conferences, resulting in a increase in attendance
- Established and monitored performance metrics to ensure assigned areas met or exceeded operational goals
- Leveraged data analytics to identify areas of improvement and develop actionable plans to address those needs
- Conducted regular store visits to ensure compliance with company policies, procedures, and standards
- Developed and implemented process improvements that reduced operational costs.
CUSTOMER SERVICE REP
CONDUENT
FRESNO
12.2019 - 11.2020
- Answering customers calls identifying and resolving customers questions and complaints
- Follow communication scripts when handling different topics
- Identify customers’ needs, clarify information, research every issue and provide solutions and/or alternatives
- Manage a high volume of calls in a timely manner
- Document all call information according to standard operating and standard procedures
- Identify and escalate issues to supervisors
- Provide product and service information to customers
- Research required information using available services
- Route calls to appropriate resources
- Process orders, forms, and applications
- Recognize document and alert the management team of trends in customer calls
- Follow up with customer calls when necessary
SHIPPING AND RECEIVING
VAN G LOGISTICS
FOWLER
06.2019 - 10.2019
- Communicated with coworkers and supervisors to coordinate shipping and receiving
- Developed and implemented strategies for handling international shipping, customs and logistics
- Monitored warehouse operations and identified potential issues, resulting in reduction in shipping delays
- Trained and supervised team of warehouse workers to handle shipping, receiving, and inventory management tasks
- Operated shipping software to book shipments and generate packing slips and labels
- Prepared and maintained shipping documents, such as bills of lading, packing lists, and invoices
MANAGER
CHECK N' GO
VISALIA
07.2017 - 05.2019
- Identified and recruited top talent, resulting in a highly motivated and productive team
- Established processes to track and monitor key performance indicators, allowing for informed decision-making
- Established and enforced processes and procedures that improved operational efficiency
- Led a team of 20+ employees to successfully complete a major project on time and within budget
- Developed and implemented an effective marketing strategy that led to a increase in sales
ADMIN ASSISTANT
SEAL SERVICES
FRESNO
01.2008 - 05.2017
- Prepare individual income tax returns for filing
- Worked with individual walk-in clients to discuss tax forms, deductions, and prepare both Federal and State
- Cross-selling Insurance, and DMV related products
- Produce and distribute correspondence memos, letters, faxes and forms
- Assist in the preparation of regularly scheduled reports
- Develop and maintain a filing system
- Provide general support to visitors
- Prepare and monitor invoices
- Contribute to team effort by accomplishing related results as needed
- Write letters and emails on behalf of other office staff
- Cover the reception desk when required
- Handle sensitive information in a confidential manner
- Reply to email, telephone or face to face inquiries
Education
GED -
CAESAR CHAVEZ
FRESNO01.2015
Skills
- Adaptability
- Ability to Work Under Pressure
- Ability to Multitask
- Communication Skills
- Customer Service Skills
- BILINGUAL
- Strong work ethic
- Empathy and patience
- Escalation handling
- Adaptability and flexibility
- Follow-up skills
- Complaint resolution
Accomplishments
- Customer Follow-up - Ensured that customers were satisfied with company products and services by doing purchase follow-up calls.
Languages
Spanish
Full Professional
Timeline
Senior Service Representative
PG&E
11.2020 - Current
SENIOR PROJECT COORDINATOR
RANSTAD
06.2020 - 11.2020
CUSTOMER SERVICE REP
CONDUENT
12.2019 - 11.2020
SHIPPING AND RECEIVING
VAN G LOGISTICS
06.2019 - 10.2019
MANAGER
CHECK N' GO
07.2017 - 05.2019
ADMIN ASSISTANT
SEAL SERVICES
01.2008 - 05.2017
GED -
CAESAR CHAVEZ