Lizbet Hernandez
LAREDO,TX
Summary
Dynamic retention specialist with a proven track record at Serco of Texas, excelling in customer relationship management and conflict resolution. Recognized for exceptional service and strategic planning, I effectively engaged clients, enhancing retention rates through proactive communication and meticulous data entry. Committed to optimizing performance while maintaining a courteous and service-oriented approach.
Overview
14
14
years of professional experience
Work History
Retention Specialist
Serco of Texas
Laredo, TX
04.2023 - Current
- Performed regular follow-up calls with customer to inquire on employment status
- Prioritized and organized tasks to efficiently accomplish service goals.
- Identified needs of customers promptly and efficiently.
- Provided excellent service and attention to customers when face-to-face or through phone conversations.
- Time management staying on task with retention quarter.
- Utilized various software and tools to streamline processes and optimize performance.
- Approached customers and engaged in conversation through use of effective interpersonal and people skills.
- Recognized by management for providing exceptional capture of participant employment.
Correctional Officer
The Geo Group
Laredo , TX
09.2011 - 09.2018
- Monitored daily activities to identify and manage suspicious behavior, improper conduct and signs of conflict.
- Inspected cells and conducted random searches of common areas.
- Maintained professionality and efficiency while working closely with leadership.
- Informed inmates and visitors of rules, safety and security procedures and responsibilities.
- Supervised offender work assignments and evaluated performance for compliance with standard regulations.
- Oversaw public areas and grounds to verify cleanliness and inmate safety.
- Directed visitor sign-in, documenting processes and completing appropriate visitation logs.
Customer Service Representative
NCO Group, T-Mobile
Houston, TX
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Answered inbound calls, chats and emails to facilitate customer service.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
Education
High School Diploma -
Brazosport High School
Freeport, TX05.2000
Skills
- Strategic Planning and Organization
- File and Record Maintenance
- Conduct Reporting
- Data Entry and Maintenance
- Courteous with Strong Service Mindset
- Multitasking and Prioritization
- Call Documentation
- Customer relationship management
- Data entry accuracy
- Conflict resolution
- Safety protocols adherence
- Time management
- Customer retention strategies
Languages
English
Professional
Spanish
Professional
References
References available upon request.
Timeline
Retention Specialist
Serco of Texas
04.2023 - Current
Correctional Officer
The Geo Group
09.2011 - 09.2018
Customer Service Representative
NCO Group, T-Mobile
High School Diploma -
Brazosport High School