Liliana Hernandez
Customer Service Associate Lead
Melrose Park,Ca
Summary
Call Center Representative who has provided exceptional customer service through active listening and problem solving Dedicated with strong verbal and typing skills. Successful in troubleshooting and handling issues in a fast passed environment with minimal supervision.
Overview
17
17
years of professional experience
Work History
Customer Service Associate Team Leader
SMX Staff Management
Chicago, IL
08.2017 - Current
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Provided primary customer support to internal and external customers.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Responded to customer requests for products, services and company information.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
- Resolved issues through active listening and open-ended questioning, escalating major problems to manager.
Call Center Representative
The Pampered Chef
Addison, IL
07.2006 - 01.2014
- Managed customer calls effectively and efficiently in a complex, fast-paced and challenging call center environment.
- Defused volatile customer situations calmly and courteously.
- Oversaw call center employees to ensure customer satisfaction goals were consistently met.
- Met or exceeded service and quality standards every review period.
- Accurately documented, researched and resolved customer service issues.
Mail Courier
The Pampered Chef
Addison, IL
02.2002 - 06.2006
- Picked up Mail for the Company using Company vehicle
- Sort and distribute mail
- Received packages from other couriers to deliver
Education
GED - undefined
Triton College
River Grove, IL2000
Skills
- Skilled in call center operations
- Multi-line phone operation proficiency
- Adheres to customer service procedures
- Strong problem solving aptitude
- Responds to customers who have communication needs Language Line
- Assist with supervisor escalations
- Assist to coworkers who need assistance
- Process emails when call volume is low
Timeline
Customer Service Associate Team Leader
SMX Staff Management
08.2017 - Current
Call Center Representative
The Pampered Chef
07.2006 - 01.2014
Mail Courier
The Pampered Chef
02.2002 - 06.2006
GED - undefined
Triton College
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