Liliana Hernandez
Summary
Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires and providing customized solutions to build loyalty.
A team player who willingly shares information, I enjoy providing outstanding service, and building positive working relationships. Drive Results: use abilities to deliver great results in sales, service, and overall customer experience. Adaptability: have the ability to multitask in an ever changing environment.
Overview
9
9
years of professional experience
Work History
Member Service Representative
SoFi Bank N.A
02.2022 - Current
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Handled complaints with prompt, courteous service to uphold professional reputation.
- Educated and engaged customers with new bank products and services.
- Responded to customer calls and chats to answer questions about products and services.
- Maintained updated knowledge of internal processes and industry best practices to optimize service delivery.
- Resolved customer issues through thorough dispute investigation.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Exercise consultative techniques demonstrating advocacy for customers, effective call control and educating members on various tools/features to help them get their money right.
Manager
Tortilleria & Grocery LLC/ Taco Boss LLC
03.2014 - 11.2021
- Managed and motivated employees to be productive and engaged in work.
- Accomplished multiple tasks within established timeframes.
- Maintained professional, organized, and safe environment for employees and patrons.
- Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground.
- Planned and budgeted accurately to provide business with resources needed to operate smoothly.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
- Opened and closed location and monitored shift changes to uphold successful operations strategies and maximize business success.
- Evaluated employee performance and conveyed constructive feedback to improve skills.
Cashier
Little Caesars
03.2016 - 08.2017
- Greeted customers entering store and responded promptly to customer needs.
- Built relationships with customers to encourage repeat business.
- Operated cash register for cash, check, and credit card transactions with excellent accuracy levels.
- Worked flexible schedule and extra shifts to meet business needs.
- Restocked and organized merchandise in front lanes.
- Welcomed customers and helped determine their needs.
- Performed cash, card and check transactions to complete customer purchases.
- Handled cash with high accuracy and took care to check bills for fraud.
- Encouraged customers to make additional purchases by highlighting current deals and keeping lane well-stocked.
- Maintained current knowledge of store promotions and highlighted sales to customers.
- Responded promptly to requests for assistance, spills and customer inquiries.
Customer Service Associate
Jcpenny
07.2015 - 03.2016
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Actively and enthusiastic engages customer while working to resolve problems and assist with credit, rewards and gift card programs
- Assists with the signing and merchandising standards at all checkouts while stocking and merchandising Impulse Fixtures and replenishment
- Solve problems and make smart decisions that drive sales, profit or customer service; execute your work efficiently and effectively; inspire strong performance in yourself and others
Education
High School Diploma -
Sandalwood High School
Jacksonville, FL06.2013
Skills
- Member Relations
- Call Volume Analysis
- Customer Support
- Reading Comprehension
- Providing Feedback
- Clear Verbal Communication Skills
- Issue and Complaint Resolution
- Excellent multitasked
- Customer- and service-oriented
- Understanding Customer Needs
Languages
Spanish
Professional Working
Projects Out Side Of Role
- Assisting our Manual Bonus Review Project & Providing coaching when nessassary
- Took part on our Relay project
- MSQ Queue assisting members submit wires and do enhanced verifications
Timeline
Member Service Representative
SoFi Bank N.A
02.2022 - Current
Cashier
Little Caesars
03.2016 - 08.2017
Customer Service Associate
Jcpenny
07.2015 - 03.2016
Manager
Tortilleria & Grocery LLC/ Taco Boss LLC
03.2014 - 11.2021
High School Diploma -
Sandalwood High School
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