Marcus Hernandez

Dynamic bilingual customer service professional with a strong work ethic and proven success at Alorica. Expert in resolving complex issues efficiently while maintaining high customer satisfaction. Adept at building rapport through empathy and active listening, consistently exceeding performance targets and enhancing customer loyalty in both English and Spanish.

Experienced with bilingual customer interactions, ensuring clear and effective communication in both English and Spanish. Utilizes problem-solving skills to address and resolve customer concerns efficiently. Knowledge of CRM systems and customer service protocols.

Strong leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Uses independent decision-making skills and sound judgment to impact company success positively.

Knowledgeable and dedicated customer service professional with extensive experience in the call center industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specializing in quality, speed, and process optimization. Articulate, energetic, and results-oriented with exemplary passion for developing relationships, cultivating partnerships, and growing businesses.

Results-oriented achiever with proven ability to exceed targets and drive success in fast-paced environments. Combines strategic thinking with hands-on experience to deliver impactful solutions and enhance organizational performance.

Proactive and goal-oriented professional with excellent time management and problem-solving skills. Known for reliability and adaptability, with swift capacity to learn and apply new skills. Committed to leveraging these qualities to drive team success and contribute to organizational growth.

• Certified Customer Experience Professional, Provided by the National Retail Federation (NRF). LiveOps - 20/21
• Certified Customer Experience Professional (CCXP) – From the Customer Experience Professionals Association (CXPA). LiveOps - 20/21
• Call Center Customer Service Certification (CCC-Certified) – Recognized in call center environments. Alorica

Throughout my career in customer service and tech support at companies like Liveops, Next Rep, and Alorica, I’ve developed and refined key soft skills that have consistently made me a top-performing agent. One of my strongest skills is active listening I make sure to understand the customer’s concerns fully before offering solutions, which improves satisfaction and resolution rates.

Another key skill I bring is problem-solving. In tech support, customers often come in frustrated, and I’ve learned to stay calm, analyze the issue quickly, and provide clear, step-by-step guidance to resolve their concerns efficiently.

I also pride myself on empathy and patience. Whether handling an upset customer or a technical issue that takes time to resolve, I always remain professional, reassuring, and solution-focused. My ability to communicate clearly in both English and spanish has also been a major asset, allowing me to assist a diverse range of customers effectively.

Finally, my adaptability has helped me excel in fast-paced environments, meeting performance metrics and learning new tools or systems quickly. My track record as a top performer proves my ability to not only handle customer inquiries efficiently but also to create positive experiences that lead to customer loyalty