Magaly Hernandez
Katy,TX
Summary
Hardworking employee with customer service, multitasking, and time management abilities. Devoted to giving every customer a positive and memorable experience.
Dedicated and adaptable professional with a proactive attitude and the ability to learn quickly. Strong work ethic and effective communication skills. Eager to contribute to a dynamic team and support organizational goals.
Overview
5
5
years of professional experience
Work History
De Leon Pool and Spa Plumbing
Crescenciano de Leon Garcia
Katy, Texas
01.2023 - 05.2025
- Worked effectively responsably on opening business in office environment to make the workplace more productive.
- Operated a variety of daily task efficiently.
- Recognized by management for providing exceptional customer service.
- Identified needs of customers promptly and efficiently.
- Collaborated closely with team members to achieve project objectives and meet deadlines.
- Demonstrated strong problem-solving skills, resolving issues efficiently and effectively.
- Managed household errands and other essential duties.
Customer Care Representative
Shellpoint Mortgage Servicing
Houston , TX
01.2020 - 05.2022
- Developed creative solutions to resolve complex problems quickly while minimizing cost impacts on the company.
- Ensured compliance with data protection regulations when handling customer information.
- Assisted customers in navigating through website features and functions to locate desired information or products.
- Answered customer inquiries over the phone and via email.
- Maintained a detailed record of all customer interactions, transactions, comments, and complaints.
- Resolved customer complaints promptly and professionally.
- Ensured compliance with company policies regarding privacy laws and data protection regulations.
- Analyzed trends in call volume data in order to anticipate peak periods and adjust staffing accordingly.
- Escalated unresolved issues requiring further investigation or specialized expertise.
- De-escalated customer issues with proven conflict mediation and problem-solving abilities.
- Delivered customer support to high call load each shift.
- Interacted with customers to provide and process information in response to inquiries, concerns and requests about services and products.
- Recommended improvements in products, service and billing methods to management to prevent future problems.
Education
Some College (No Degree) -
Lone Star College
Houston, TXSkills
- Customer service
- Problem solving
- Data analysis
- Regulatory compliance
- Friendly, positive attitude
- Dependable and responsible
- Active listening
Languages
Spanish
Native/ Bilingual
References
References available upon request.
Timeline
De Leon Pool and Spa Plumbing
Crescenciano de Leon Garcia
01.2023 - 05.2025
Customer Care Representative
Shellpoint Mortgage Servicing
01.2020 - 05.2022
Some College (No Degree) -
Lone Star College