Luis Hernandez
Leon Valley,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. 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. To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills.
Overview
19
19
years of professional experience
1
1
Certification
Work History
Associate Customer Success Representative
Wells Fargo Center
04.2019 - Current
- Handled customer inquiries and suggestions courteously and professionally.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Updated account information to maintain customer records.
- Processed customer service orders promptly to increase customer satisfaction.
- Met customer call guidelines for service levels, handle time and productivity.
Customer Account Advisor Manager
Aarons Sales And Lease Corp.
08.2009 - 02.2019
- Established and built relationships by educating customers about value of company products and services.
- Handled inbound calls to provide callers with product and service information, emphasize product features and benefits and generate quotes.
- Met customer call guidelines for service levels, handle time and productivity.
- Responded proactively and positively to rapid change.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Educated customers about billing, payment processing and support policies and procedures.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
- Collaborated with sales team members to stay current on inventory levels, complete accurate orders, and resolve item issues.
- Collected and returned unpurchased or returned items to correct shelf locations and arranged displays to promote sales.
- Resolved associate, tool and service delivery issues revealed by statistical reports.
Assistant Manager
ColorTyme Rent-To-Owen
06.2007 - 07.2009
- Supervised day-to-day operations to meet performance, quality and service expectations.
- Monitored cash intake and deposit records, increasing accuracy, and reducing discrepancies.
- Completed regular inventory counts to verify stock levels, address discrepancies, and forecast future needs.
- Offered hands-on assistance to customers, assessing needs, and maintaining current knowledge of consumer preferences.
- Mentored team members to enhance professional development and accountability in workplace.
- Generated repeat business through exceptional customer service and responded to customer concerns with friendly and knowledgeable service.
- Helped with planning schedules and delegating assignments to meet coverage and service demands.
- Created employee schedules to align coverage with forecasted demands.
- Developed strategy to increase sales and drive profits.
- Reviewed sales and gross profit report to assess company efficiency.
- Increased employee performance and job satisfaction to strengthen retention and engagement.
- Monitored security to protect employees, customers and property.
- Opened and closed location and monitored shift changes to uphold successful operations strategies and maximize business success.
Accounts Customer Collections
Aarons Sale And Lease
03.2004 - 05.2005
- Monitored customer account details for non-payments, delayed payments and customer disputes.
- Facilitated past due invoice payments by sending bill reminders and contacting clients.
- Reconciled accounts receivable ledger to account for and properly post payments.
- Liaised with other departments to investigate and resolve order or invoice-related issues.
- Developed and maintained strong relationships to deliver exceptional customer service support.
- Processed debtor payments and updated accounts to reflect new balance.
- Listened to customers and negotiated solutions that met creditor and debtor needs.
- Maintained accurate records of customer accounts, payments and payment plans.
- Established relationships with customers to encourage payment of delinquent accounts.
- Located customers with overdue accounts and solicited payment in compliance with fair debt collection practices.
Education
High School Diploma -
Thomas A Edison High School
San Antonio, TX05.1992
Skills
- System Implementation
- Industrial Technology
- Transportation Solution Development
- Reading Comprehension
- Customer Consulting
- Customer Service
- Account Management
- Retail Sales Customer Service
- Customer Relations
- 10-Key
- Call Center Operations
- Research
Accomplishments
- Customer Follow-up - Ensured that customers were satisfied with company products and services by doing purchase follow-up calls.
- Telephone Service - Professionally processed 80+ calls per day, providing information and service to ensure customer satisfaction.
- Resolved product issue through consumer testing.
Certification
- 2Year of Criminal Justice course at San Antonio Collage
- Group 1 Insurance License -Life,Accident,Health, and HMO
Languages
Spanish
Full Professional
Timeline
Associate Customer Success Representative
Wells Fargo Center
04.2019 - Current
Customer Account Advisor Manager
Aarons Sales And Lease Corp.
08.2009 - 02.2019
Assistant Manager
ColorTyme Rent-To-Owen
06.2007 - 07.2009
Accounts Customer Collections
Aarons Sale And Lease
03.2004 - 05.2005
High School Diploma -
Thomas A Edison High School
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