Summary
Overview
Work History
Education
Skills
Timeline
Generic

Lissette Hernandez

Kissimmee,FL

Summary

Thorough team contributor with strong organizational capabilities. Experienced in handling numerous projects at once while ensuring accuracy. Effective at prioritizing tasks and meeting deadlines.

Overview

7
7
years of professional experience

Work History

Call Quality Assurance Specialist

Scootaround Powered by Whill
12.2023 - Current
  • Provided regular updates to team leadership on quality metrics by communicating consistency problems or production deficiencies.
  • Monitored and evaluated recorded calls, grading them based on established quality standards and providing detailed feedback to improve agent performance.
  • Conducted live call monitoring to assess real-time customer interactions and offered detailed feedback to agent's team lead for coaching.
  • Drafted clear and comprehensive emails to the call center, highlighting trends and areas for improvement based on monthly performance scores.
  • Created documents and reference materials to enhance team efficiency and ensure consistent adherence to quality guidelines.
  • Consistently exceeded daily productivity goals, handling a high volume of evaluations while maintaining accuracy and attention to detail.
  • Served as a key asset to the team by taking on additional tasks, contributing to high-quality deliverables, and ensuring workflow efficiency.
  • Worked independently with minimal supervision, demonstrating strong time management and accountability in completing assigned tasks.

Support Services Specialist

Scootaround Powered by Whill
08.2023 - 11.2024
  • Assisted customers with troubleshooting issues related to rented mobility equipment, providing clear guidance and arranging replacements when needed.
  • Managed scheduling for deliveries, returns, and service appointments across multiple warehouse locations, ensuring efficient logistics coordination.
  • Verified online rental orders by contacting customers, confirming details, and making necessary corrections to prevent service disruptions.
  • Communicated with warehouse staff and drivers to ensure the availability of equipment and timely execution of deliveries and returns.
  • Maintained and organized the team’s email inbox, responding to customer inquiries and internal requests in a timely manner.
  • Identified and resolved errors in customer files, proactively fixing mistakes and implementing process improvements.
  • Consistently took on additional responsibilities to support team operations and enhance overall efficiency.

Server

Studio Movie Grill
11.2022 - 08.2023
  • Service of food and/or beverage including the order-taking and clearing of any food and/or beverage items
  • Checks station before, during, and after shift for proper set-up and cleanliness
  • Greets the guests in a friendly and courteous manner and explains any specials and/or restaurant promotions for guest awareness
  • Takes the order and inputs the order into a Point of Sale computer or Hand-held device to inform the kitchen of the particulars of the order
  • Ascertain guest satisfaction throughout the meal service
  • Abide by all state, federal regulations and restaurant liquor policies pertaining to serving alcoholic beverages to minors and intoxicated guests
  • Bussed and reset tables to keep dining room and work areas clean.
  • Worked with POS system to place orders, manage bills, and handle complimentary items.

Customer Service Agent/Email Specialist

American Safety Council
11.2020 - 05.2023
  • Managing large amounts of inbound and outbound calls, emails and chats in a timely manner
  • Identifying customers’ needs, clarify information, research every issue and providing solutions
  • Seize opportunities to upsell products when they arise
  • Build sustainable relationships and engage customers by taking the extra mile to assist
  • Keep records of all conversations in our call center database in a comprehensible way
  • Meet/Exceed team qualitative and quantitative targets
  • Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
  • Demonstrated high attention to detail, organization and management of multiple tasks and projects simultaneously.

File Quality Reviewer

Scootaround Powered by Whill
06.2018 - 03.2020
  • Exceeded department goals consistently by working hard and with strong attention to detail
  • Taught new employees important procedures such as creating files/reservations
  • Reviewed rental booking files for accuracy, ensuring compliance with company policies and guidelines.
  • Identified errors in rental documentation and provided detailed feedback to Customer Service Representatives (CSRs) for corrections.
  • Corrected file discrepancies directly when necessary to maintain efficiency and accuracy.
  • Maintained detailed records of errors and corrections to track trends and improve quality assurance processes.
  • Collaborated with CSRs and management to implement process improvements and reduce recurring mistakes.
  • Ensured all rental agreements were properly documented before final processing.

Education

Diagnostic Medical Sonography

Keiser University
Orlando, FL
11.2027

High School Degree -

Liberty High School
Kissimmee, FL
05.2020

Skills

  • Communication
  • Time Management
  • Organization
  • Adaptability
  • Customer Service
  • Performance monitoring
  • Team collaboration
  • Problem-solving skills
  • Quality assurance
  • Detail-oriented
  • Analytical thinking
  • File management

Timeline

Call Quality Assurance Specialist

Scootaround Powered by Whill
12.2023 - Current

Support Services Specialist

Scootaround Powered by Whill
08.2023 - 11.2024

Server

Studio Movie Grill
11.2022 - 08.2023

Customer Service Agent/Email Specialist

American Safety Council
11.2020 - 05.2023

File Quality Reviewer

Scootaround Powered by Whill
06.2018 - 03.2020

Diagnostic Medical Sonography

Keiser University

High School Degree -

Liberty High School

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Lissette Hernandez