Liliana Hernandez
El Paso,TX
Summary
Disciplined professional experienced in document management and time management. Offers skills in recordkeeping, knowledge of information security practices and background in office standards. Looking to put knowledge and abilities to good use in clerical position focused on information and document oversight.
Overview
17
17
years of professional experience
Work History
Customer Service Specialist
Security Service Credit Union
El Paso TX, TX
02.2016 - 01.2019
- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
- Took payment information and other pertinent information such as addresses and phone numbers to place orders.
- Complied with company policies and procedures by encouraging positive and effective work environment among all employees.
- Resolved concerns with products or services to help with retention and drive sales.
- Resolved customer complaints and addressed emergency requests and needs.
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
- Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Educated customers on current promotions, upgrades or new offerings available under current plan.
- Documented and detailed calls and complaints using call center's CRM database.
- Responded to customer comments and questions via LiveChat during shifts.
Branch Manager
Noble Finance
El Paso, TX
05.2006 - 01.2018
- Engaged employees in business processes with positive motivational techniques.
- Protected company assets with strategic risk management approaches.
- Produced reports outlining financial data to assist management with making strategic plans and operational decisions.
- Uncovered and resolved strategic and tactical issues impacting sales management and business operations.
- Developed prospects for new loans though weekly cold calling.
- Identified and capitalized on community business opportunities with effective networking.
- Generated dramatic improvements across entire sales cycle.
- Consulted with representatives of regulatory agencies to complete accurate filings and uphold strict compliance.
Branch Manager
Regional Finance
El Paso , TX
01.2011 - 08.2013
- Maintained friendly and professional customer interactions.
- Assessed employee performance and developed improvement plans.
- Met deadlines by proactively managing individual and team tasks and streamlining processes.
- Engaged employees in business processes with positive motivational techniques.
- Enhanced branch production rates by handling staff conflicts, evaluations, hiring and termination processes and coaching employees on company protocol and payroll operations.
- Interviewed and hired talented individuals with top-level strengths, improving organizational talent and skill set.
- Created strategies to develop and expand existing customer sales, resulting in increase in annual sales.
Education
Associate of Science - Busness Administration
Bridewood College
El Paso, TX06.2019
High School Diploma -
El Paso High School
El Paso, TX05.2002
Skills
- Customer Service and Assistance
- Special Requests
- Efficient and Detail-Oriented
- Inputting Claims
- Team-Building Exercises
- Benefits Explanations
- Microsoft Exchange
- Membership Inquiries and Renewals
Timeline
Customer Service Specialist
Security Service Credit Union
02.2016 - 01.2019
Branch Manager
Regional Finance
01.2011 - 08.2013
Branch Manager
Noble Finance
05.2006 - 01.2018
Associate of Science - Busness Administration
Bridewood College
High School Diploma -
El Paso High School
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