Luis R. Hernandez
Port Washington,NY
Summary
Dynamic Customer Service Leader with extensive experience enhancing customer satisfaction through effective problem-solving and CRM software expertise. Proven track record in complaint handling, team training, and implementing workflow improvements that boost efficiency and streamline operations. Diligent in managing customer inquiries and resolving complex issues with strong communication skills.
Overview
7
7
years of professional experience
Work History
Lead Customer Service Representative
Pacoa
07.2024 - 11.2025
- Enhanced customer satisfaction through effective resolution of inquiries and issues.
- Trained new employees on customer service procedures and company policies.
- Streamlined workflow processes to improve team efficiency and productivity.
- Monitored customer feedback, identifying trends for service improvement opportunities.
- Managed escalated complaints, ensuring prompt and effective resolutions.
- Utilized CRM software to track customer interactions and requests accurately.
- Led team in resolving complex customer inquiries, ensuring high levels of satisfaction.
- Streamlined communication processes between departments, improving response times to customer issues.
Lead Sales Supervisor
Tempur-Pedic
10.2020 - 02.2025
- Enhanced team compliance with policies through effective supervision of daily sales activities.
- Conducted comprehensive training for new sales staff on product knowledge and selling techniques.
- Boosted customer engagement and satisfaction by implementing targeted interaction strategies.
- Managed inventory levels, coordinating with supply chain for prompt replenishment.
- Evaluated team performance, offering constructive feedback to elevate overall effectiveness.
- Created training materials to increase team productivity and sales expertise.
District Storage Manager
Uhaul Moving And Storage
02.2020 - 01.2021
- Improved operational efficiency by implementing strategic initiatives across storage facilities.
- Enhanced team performance through developed training programs focused on safety protocols.
- Identified process improvement opportunities by analyzing storage systems and workflows.
- Ensured timely delivery of materials by coordinating logistics operations effectively.
- Maintained compliance with regulations, ensuring safe handling of hazardous materials.
- Developed contingency plans to mitigate risks associated with storage operations.
General Manager
Uhaul Moving And Storage
01.2019 - 02.2020
- Ensured efficient workflow and high service standards in daily operations.
- Enhanced customer satisfaction and retention through strategic planning initiatives.
- Optimized resource utilization by managing budget allocations across multiple locations.
- Fostered professional development through team training and continuous improvement initiatives.
- Implemented stock replenishment strategies to maintain consistent product availability.
- Oversaw customer service excellence in managing daily operations of self-storage facility.
Field Manager
U-HAUL MOVING AND STORAGE
07.2018 - 01.2019
- Ensured safety compliance and operational efficiency through effective daily supervision.
- Trained team members, enhancing productivity and service quality across the board.
- Streamlined workflows by implementing process improvements, reducing operational delays.
- Coordinated equipment maintenance schedules, optimizing resource availability and minimizing downtime.
- Managed inventory accurately, ensuring timely stock replenishment and precise counts.
- Fostered customer relationships, significantly improving satisfaction and retention rates.
Education
High School Diploma -
New Rochelle High School
New Rochelle, NY06-2013
Skills
- Complaint handling
- Team member training
- Work prioritization
- Call management
- Customer support
- Order processing
- MS office applications
- CRM software knowledge
- CRM software
- Customer account management
- Appointment scheduling
- Fast learner
- Problem-solving
Languages
Spanish
Timeline
Lead Customer Service Representative
Pacoa
07.2024 - 11.2025
Lead Sales Supervisor
Tempur-Pedic
10.2020 - 02.2025
District Storage Manager
Uhaul Moving And Storage
02.2020 - 01.2021
General Manager
Uhaul Moving And Storage
01.2019 - 02.2020
Field Manager
U-HAUL MOVING AND STORAGE
07.2018 - 01.2019
High School Diploma -
New Rochelle High School