Summary
Overview
Work History
Education
Skills
Languages
Timeline
Generic

LORILEE HERNANDEZ

Los Fresnos,TX

Summary

Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results. Passionate about promoting lasting customer satisfaction by delivering quality service and unparalleled support. Proficient in customer service best practices and related options.

Overview

7
7
years of professional experience

Work History

Lead

Modsquad
08.2021 - 05.2023
  • Coached team members in techniques necessary to complete job tasks.
  • Worked different stations to provide optimal coverage and meet production goals.
  • Trained new team members by relaying information on company procedures and safety requirements.
  • Evaluated employee skills and knowledge regularly, training, and mentoring individuals with lagging skills.
  • Monitored team performance and provided constructive feedback to increase productivity and maintain quality standards.

CSR

Conduent
01.2020 - 08.2021
  • Handled customer inquiries and suggestions courteously and professionally.
  • Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
  • Participated in team meetings and training sessions to stay informed about product updates and changes.
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.

CSR

Sitel
11.2017 - 01.2020
  • Handled customer inquiries and suggestions courteously and professionally.
  • Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
  • Participated in team meetings and training sessions to stay informed about product updates and changes.
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
  • Offered advice and assistance to customers, paying attention to special needs or wants.
  • Answered customer telephone calls promptly to avoid on-hold wait times.

Csr

Convergys
03.2017 - 01.2020
  • Handled customer inquiries and suggestions courteously and professionally.
  • Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
  • Participated in team meetings and training sessions to stay informed about product updates and changes.
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
  • Clarified customer issues and determined root cause of problems to resolve product or service complaints.
  • Answered constant flow of customer calls with minimal wait times.
  • Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.

CSR

Teleperformance USA
01.2016 - 03.2017
  • Handled customer inquiries and suggestions courteously and professionally.
  • Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
  • Participated in team meetings and training sessions to stay informed about product updates and changes.
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
  • Clarified customer issues and determined root cause of problems to resolve product or service complaints.

Education

GED -

Taylor County High School
Perry, FL

Skills

  • Quality Standards
  • Technique Optimization
  • Quality Control
  • Key Performance Indicators (KPI)

Languages

Spanish
Professional Working

Timeline

Lead

Modsquad
08.2021 - 05.2023

CSR

Conduent
01.2020 - 08.2021

CSR

Sitel
11.2017 - 01.2020

Csr

Convergys
03.2017 - 01.2020

CSR

Teleperformance USA
01.2016 - 03.2017

GED -

Taylor County High School

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LORILEE HERNANDEZ