Creative customer care professional dedicated to consistently surpassing service goals with unparalleled support for customer needs. Smoothly manages both incoming and outgoing calls and remote requests by applying strong organizational, research and time management skills. Solid history of success in fast-paced call centers.
Hi, I’m
LAURA "DUMA" HERNANDEZ
Ruther Glen,VA
Summary
Overview
10
years of professional experience
5
years of post-secondary education
Work History
Williams-Sonoma IncRuther Glen, VA
Customer Care Representative
09.2023 - Current
Job overview
- Responded to customer needs through competent customer service and prompt problem-solving.
- Resolved concerns with products or services to help with retention and drive sales.
- Logged call information and solutions provided into internal database.
- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
- Analyzed customer feedback for process improvements to achieve long-term business objectives.
- Managed supplier deliveries around client needs to increase client retention.
AloricaFredericksburg, VA
Customer Service Representative
03.2023 - 09.2023
Job overview
- Provided primary customer support to internal and external customers.
- Updated account information to maintain customer records.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Responded to customer requests for products, services, and company information.
- Handled sensitive and personal customer information with confidentiality and care.
- Maintained professional composure and ability to handle delicate circumstances that may be affecting the customers, to ensure their needs as well as the professional needs of the company are met.
Starbucks Coffee CompanyArlington, VA
Barista
06.2018 - 04.2022
Job overview
- Maintained and operated espresso machines, blenders, commercial coffee brewers, coffee pots, and other equipment.
- Memorized recipes for specialty coffee beverages and seasonal offerings.
- Trained new employees, sharing knowledge and expertise of coffees, teas, and merchandise.
- Trained new team members with positive reinforcement and respectful, encouraging coaching.
- Created wide variety of hot and cold drinks in average shifts with consistently positive customer satisfaction scores.
- Recommended products based on solid understanding of individual customer needs and preferences.
- Monitored supply levels at counter and maintained customer areas to meet typical demands.
- Pleasantly interacted with customers during hectic periods to promote fun, positive environment.
- Cleaned counters, machines, utensils, and seating areas daily.
- Made and served brand-specific café beverages with focus on speed, quality and consistency.
- Elevated customer loyalty by using strong communication abilities to resolve customer problems.
Fannie MaeReston, VA
Information Security Intern
04.2019 - 01.2020
Job overview
- Intern for Cyber Incident Management
- Created database workbooks of vulnerabilities known to the company for easier monitoring and tracking
- Handled potential incidents regarding improperly handled data
- Analyzed spam emails for potential malware and malicious intent
- Learned how to organize company events and worked with logistics.
- Monitored use of data files and regulated access to protect secure information.
- Reviewed violations of computer security procedures and developed mitigation plans.
- Recommend improvements in security systems and procedures.
- Developed plans to safeguard computer files against modification, destruction, or disclosure.
- Organized and detail-oriented with a strong work ethic.
- Self-motivated, with a strong sense of personal responsibility.
Sodexo USAFairfax, VA
Licensed Store Starbucks Barista
12.2017 - 06.2018
Job overview
- Gained experience in following specific instructions, as well as proper time management
- Interpersonal relationships are important in both in relating to customers and working as an effective team with coworkers
- At Starbucks it is important to follow strict food and safety guidelines, as a violation of these guidelines could be severely detrimental to the health or safety of customers at the store.
- Maintained and operated espresso machines, blenders, commercial coffee brewers, coffee pots, and other equipment.
- Monitored supply levels at counter and maintained customer areas to meet typical demands.
- Controlled line and crowd with quick, efficient service.
- Maintained regular and consistent attendance and punctuality.
- Recommended products based on solid understanding of individual customer needs and preferences.
- Repaired minor issues and maintained espresso equipment and coffee machines for smooth functioning.
Cyber Patriot Staten Island, NY
Project Manager
09.2015 - 06.2016
Job overview
- Cyber Patriot is the National Youth Cyber Security Education Program created by the Air Force Association to inspire students toward careers in cybersecurity or other science, technology, engineering, and mathematics (STEM) disciplines
- Proposed program to school administration, as well as Senior Aerospace Science Instructor Major Mauchly
- Requested and obtained authorization to initiate program
- Recruited cadets, assembled team, conducted training, and began Cyber Patriot initiative
- Program Administration was 2.5 Hours/Week following registration of team.
- Planned, designed, and scheduled phases for large projects.
- Identified plans and resources required to meet project goals and objectives.
- Developed and initiated projects, managed costs, and monitored performance.
- Coordinated material procurement and required services for projects within budget requirements.
- Monitored project performance to identify areas of improvement and make adjustments.
Air Force Junior Reserve Officer Training CorpsStaten Island, NY
Cadet Operations Support Squadron Commander
01.2014 - 01.2016
Job overview
- Support Squadron [COSS] Commander: Grades 11, Led a squadron of 20 diverse cadets; delegated specific jobs that pertain to running the program
- Managed cadets, assigned roles, and made sure all files were correct for the corps
- Managed two of six cadet goals that were measured and reported to the Air Force annually.
- Led team in developing strategic plans to meet operational objectives.
- Supervised manual and automated supply strategies, and connected with supply and data processing teams to facilitate communication and collaboration.
- Handled administrative requirements, maintained records and submitted operational reports.
- Ordered, unloaded, sorted and tracked supplies and equipment needed for unit activities.
- Prepared and delivered investigative reports and briefings.
- Coordinated activities of subordinate personnel to support mission success.
- Monitored and assessed mission progress and provided updates to command.
Air Force Junior Reserve Officer Training CorpsStaten Island, NY
Cadet Operations Support - Software Technician
09.2013 - 01.2014
Job overview
- Worked after school with COSS in AFJROTC, assisted Cadets with any technical problems
- Worked with AFJROTC COSS to conduct security updates on all computer systems at least 2 times weekly, ensured that data was correct and that all computer systems met Air Force security standards.
- Translated complex technical issues into digestible language for non-technical users.
- Explained security measures in simple terminology to help users understand malware and phishing threats.
- Monitored systems in operation and quickly troubleshot errors.
- Assisted with updating technical support best practices for use by team.
- Configured hardware and granted system permissions to new employees.
- Generated reports to track performance and analyze trends.
- Offered assistance in implementing and developing training programs.
- Diagnosed and troubleshot hardware, software and network issues.
- Configured hardware, devices, and software to set up work stations for employees.
- Patched software and installed new versions to eliminate security problems and protect data.
- Developed and implemented preventive maintenance procedures.
- Assisted in development of system security protocols.
- Installed and configured operating systems and applications.
- Created user accounts and assigned permissions.
- Configured and tested new software and hardware.
Education
Strayer UniversityWashington, DC
Associate of Science from Information Technology
10.2022 - Current
University Overview
Susan E. Wagner High SchoolStaten Island, NY
High School Diploma
09.2012 - 06.2016
University Overview
Graduated with an Advanced Regents Diploma.
Skills
Python Programmer
undefinedAccomplishments
Accomplishments
- The Military Order of the Purple Heart Award [June 2016] Recognized demonstrated leadership ability, dedication to community service, and maintain proper GPA requirements.
- Daedalian Award [June 2015] Outstanding cadet who demonstrated patriotism, love of country and service to our nation; ranks in the upper ten percent of JROTC class. Ranks in the upper twenty percent of high school class.
- Air Commando Award [June 2013] One cadet per unit recognized annually based on a one-page essay highlighting a historical Air Force Special Operations Mission.
- Senator Andrew J. Lanza Certificate of Merit for Academic Excellence Award. Recipient of this certificate for four years in a row.
- Squadron Commander Award: [Jan 2016 & May 2015] Recognized twice for outstanding level of commitment in leading squadron in support of established Commanding Officer's goals and programs. Won this award once for Cyber Patriot, once for leadership abilities demonstrated as the COSS Squadron Commander. This was a result of my dedication shown to help the unit pass an Air Force Inspection with a grade of Exceeding Standards.
- The American Legion Scholastic Medal [May 2015] One cadet annually ranked in the upper 10% of the high school class, ranked in the upper 25% of the Aerospace Science class, demonstrated leadership qualities, and actively participated in constructive student activities.
- Community Service Ribbon AFJROTC [2012, 2013, 2014, and 2015] Awarded for distinctive performance in school and community AFJROTC service projects. Completed over 250 hours of volunteer service.
- Certificate of Merit for Academic Achievement Honor Roll Jan 2015 Has maintained a grade of 85+ over the course of four years in High School.
Timeline
Customer Care Representative
Williams-Sonoma Inc
09.2023 - Current
Customer Service Representative
Alorica
03.2023 - 09.2023
Strayer University
Associate of Science from Information Technology
10.2022 - Current
Information Security Intern
Fannie Mae
04.2019 - 01.2020
Barista
Starbucks Coffee Company
06.2018 - 04.2022
Licensed Store Starbucks Barista
Sodexo USA
12.2017 - 06.2018
Project Manager
Cyber Patriot
09.2015 - 06.2016
Cadet Operations Support Squadron Commander
Air Force Junior Reserve Officer Training Corps
01.2014 - 01.2016
Cadet Operations Support - Software Technician
Air Force Junior Reserve Officer Training Corps
09.2013 - 01.2014
Susan E. Wagner High School
High School Diploma
09.2012 - 06.2016
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