Louis Hernandez
Santa Clarita,CA
Summary
Dedicated and results-driven professional with years of experience in customer service, quality assurance, and management. Adept at delivering exceptional service, identifying process improvements, and ensuring consistent quality standards across operations. Seeking to leverage my expertise in client relations, data analysis, and team collaboration as a Quality Assurance Specialist at Affirm.
Overview
8
8
years of professional experience
Work History
Client Specialist
Blacktop Enterprises
Miami, FL
02.2021 - Current
- Client Management and Communication: Act as a primary point of contact for clients, ensuring excellent service, responsiveness, and effective resolution of issues related to trucking services.
- Quality Control & Issue Resolution: Monitor client interactions, resolve complaints, and ensure clients receive timely, high-quality services.
- Data Analysis & Reporting: Regularly track and analyze client feedback and performance data, identifying trends, and recommending improvements to enhance service quality.
- Training & Development: Provided ongoing training and coaching for new employees, helping them meet company standards, and enhance customer interaction skills.
- Collaboration: Worked cross-functionally with the dispatch and operations teams to ensure service excellence, consistently meeting or exceeding customer expectations.
- Auditing: Monitored Lynx camera system, alerting for driver violations, and coaching on corrective actions.
Quality Assurance Coordinator
Velocity REO's
Santa Clarita, CA
04.2017 - 02.2021
- Customer Service & Quality Support: Acted as a liaison between clients and internal teams, providing exceptional customer service, and ensuring the highest level of quality care in service delivery.
- Quality Assurance Monitoring: Regularly assessed and monitored customer interactions, ensuring compliance with company standards, service level agreements (SLAs), and industry best practices.
- Process Evaluation & Improvement: Conducted thorough evaluations of customer service processes, identifying areas for improvement and implementing solutions to enhance overall service quality and client satisfaction.
- Training & Development: Provided ongoing training and coaching to customer service representatives, fostering skills that improved both individual and team performance in delivering high-quality support.
- Client Feedback Management: Collected and analyzed client feedback through surveys and direct communication, identifying trends and issues, and presenting actionable insights to enhance service delivery and customer retention.
- Issue Resolution & Escalation: Handled escalated customer concerns, resolving issues promptly and professionally, while maintaining a high standard of care, and preventing future occurrences through root cause analysis.
Education
High School Diploma -
John A Ferguson
Miami, FL05-2010
Skills
- Strong empathy
- Exceptional communication
- Industry awareness
- Client needs assessment
- Performance tracking
- CRM software
- Problem-solving aptitude
- Customer education
- Attention to detail
- Conflict resolution
Languages
Spanish
Professional
Affiliations
- I enjoy spending time outdoors, whether hiking through nature trails, cycling around the city, or camping in the mountains. These activities allow me to recharge and clear my mind, helping me stay focused and energized. I find that many of the skills I use outdoors align with my professional abilities. For example, navigating a hiking trail requires problem-solving and adaptability, much like how I approach challenges in my work.
References
References available upon request.
Timeline
Client Specialist
Blacktop Enterprises
02.2021 - Current
Quality Assurance Coordinator
Velocity REO's
04.2017 - 02.2021
High School Diploma -
John A Ferguson
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