Mailyn Hernandez
Newark,NJ
Summary
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, ad providing customized solutions to build loyalty.
Overview
13
13
years of professional experience
Work History
Customer Service Representative
CONVERGENT OUT SOURCING
05.2021 - 12.2021
- Speak to customers about a particular issue or concern they had on their electric Bill
- Help them resolve as best I could
- Use Microsoft phone and email and chat to interact
- Listen to customers concerns and worries and if need be escalate call to supervisor
- Fast paced environment answering and making calls to customers and try and get payment on their bill
- Set them up with payment arrangements
- Answered constant flow of customer calls with minimal wait times.
- Evaluated account and service histories to identify trends, using data to mitigate future issues.
- Investigated and resolved customer inquiries and complaints quickly.
- Educated customers about billing, payment processing and support policies and procedures.
- Promoted superior experience by addressing customer concerns, demonstrating empathy and resolving problems swiftly.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Answered average of 115 calls per day, addressing customer inquiries, solving problems and providing product information
- Answered customer telephone calls promptly to avoid on-hold wait times.
Customer Service Representative
Ez pass N.J./ Conduent
Newark, NJ
10.2008 - 04.2021
- Answer a certain volume amount of calls and help customers resolve their issues in a friendly courteous manner help them update info such as bank info address cc and bank accounts / rt # problem solve to best assist customer escalate any call I’m not able to assist to supervisor document any customer concern to escalate to proper department for further assistance answer any questions regarding customers acct/plans/savings/and toll fares
- Answered customer telephone calls promptly to avoid on-hold wait times.
- 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.
- Investigated and resolved customer inquiries and complaints quickly.
- Met customer call guidelines for service levels, handle time and productivity.
- Educated customers about billing, payment processing and support policies and procedures.
- Answered average of 115 calls per day, addressing customer inquiries, solving problems and providing product information.
- Handled over 100 calls per shift signing up new customers, retrieving customer data, presenting relevant product information and cancelling services.
Education
Diploma -
Barringer High school
Skills
- Microsoft Word
- Microsoft Excel
- Microsoft Outlook
- Microsoft Office
- SAP
- CRM software
- Microsoft Windows
- WPM 35-45
- Payroll
- Schedule Management
- HR
- Languages
- BILINGUAL - Expert
- Certifications and Licenses
- Enrolled Agent
- Credit Card Payment Processing
- Business Development Understanding
- Customer Relations
- Active Listening
- Account Management
- Call Center Operations
- Critical Thinking
- Customer Service
- Customer Account Management
- Refund Processing
Languages
Spanish
Native or Bilingual
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote
If the doors of perception were cleaned, everything would appear to man as it is: infinite.
William Blake
Timeline
Customer Service Representative
CONVERGENT OUT SOURCING
05.2021 - 12.2021
Customer Service Representative
Ez pass N.J./ Conduent
10.2008 - 04.2021
Diploma -
Barringer High school
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