Kimberly Hernandez
Van Nuys,CA
Summary
Knowledgeable and dedicated customer service professional with extensive experience. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with a passion for developing relationships, cultivating partnerships and growing businesses.
Overview
6
6
years of professional experience
Work History
Customer Service Representative
Call The Car
10.2022 - Current
- Handle customer inquiries and suggestions courteously and professionally.
- Actively listen to customers, handle concerns quickly and escalate major issues to supervisor.
- Answer constant flow of customer calls with minimal wait times.
- Answer customer telephone calls promptly to avoid on-hold wait times.
- Create and update transportation reservations by phone, email, or fax.
- Verify member's appointment date and time.
- Communicate drivers estimated estimated time of arrival to callers.
- Activate will call pickups.
- Maintain clear communication between members, providers, drivers, appointment facilities, dialysis centers, dispatchers, and CTC management.
- Notify leadership immediately of all injuries, accidents perceived/actual HIPPA breaches, and/or unusual incidents.
- Process cancellations and cancellation notifications to vendor.
- Receive 50 calls per day.
- One of the top performers on the team
Behavioral Therapist
Behavioral Education Services
04.2022 - 02.2023
- Helping children meet necessary developmental milestones
- Conducting therapy sessions with families and children
- Developing treatment plans for each patient
- Participates on ongoing educational training sessions
- Providing therapeutic intervention to clients to promote the development of social skills and daily living skills
- Assisting children considered at risk to meet assessment goals.
Babysitting Services
04.2021 - 04.2022
- Caring for children during parents’ evening absences
- Ensure children are bathed, fed, and in bed prior to parents return
- Creating innovative and educational games using arts and crafts, children’s books, and light exercises that improved child speech impediment and self- confidence
- Clean and organize the house, minimizing parents clean up times
- Help child with homework and school projects
- Take child to school daily, avoiding absences.
Judy’s Cleaning Services
02.2020 - 12.2021
- Responsible for the overall cleanliness and sanitation of the residents' rooms, bathrooms and common areas including scrubbing, mopping, vacuuming, polishing, dusting, windows and using germicides
- Monitor and maintain housekeeping supplies
- Clean and maintain housekeeping equipment
- Respond appropriately to resident's special requests
- Observe and report any potential safety hazards
- Collect linen and assist in laundry
- Dispose of trash and other material requested
- Restock toilet paper, paper towels, soaps, and other products
- Adhere to safety and hygiene guidelines and
- OSHA standards.
El Chido Taxi Company
01.2018 - 01.2020
- Responsible for monitoring the activities of various shifts within the communications center
- Supervision of on-duty dispatch staff and drivers
- Providing training and re-training to new and existing employees
- Scheduling, systems status management, adherence to standard operating procedure, and other duties necessary to maximize on-time performance, minimize customer wait times for on-call or will-call services and minimize service disruptions
- Responsible for logging hours and road service calls of drivers using Microsoft spreadsheet daily
Education
High School Diploma -
Options For Youth San Gabriel
Pasadena, CA12.2021
Skills
- Reliable and punctual
- Outstanding interpersonal skills
- Critical thinker
- Energetic and friendly self-starter who takes initiative and creative approach to problem solving
- Highly organized
- Outstanding communication skills
- Ability to adapt quickly in constant changing environments
- Active Listening
- Fleet Dispatching
- Conflict Resolution
- Critical Thinking
- Typing Proficiency
- Customer Service
- Problem-Solving Ability
Languages
English
Native or Bilingual
Spanish
Professional Working
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
Customer Service Representative
Call The Car
10.2022 - Current
Behavioral Therapist
Behavioral Education Services
04.2022 - 02.2023
Babysitting Services
04.2021 - 04.2022
Judy’s Cleaning Services
02.2020 - 12.2021
El Chido Taxi Company
01.2018 - 01.2020
High School Diploma -
Options For Youth San Gabriel
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