Maria Hernandez
2021 Springwood Pl, Unit B
Summary
Customer service specialist with over 10 years in high-pressure environments. Skilled in problem-solving and enhancing customer satisfaction. Trained new staff and educated customers, driving service improvements and repeat business. Implemented feedback mechanisms to elevate service quality.
Overview
12
12
years of professional experience
Work History
CSR
SMS InfoComm
Grapevine
01.2022 - 03.2026
- Resolved customer complaints and issues through effective communication, enhancing customer experience.
- Provided excellent customer service to resolve customer complaints in a timely manner.
- Increased customer satisfaction by resolving problems with knowledgeable and friendly service.
- Cultivated strong customer relationships by delivering personalized assistance and support.
- Answered customer inquiries and provided accurate information regarding products and services.
- Educated customers about products and services offered by the company.
- Trained new staff on customer service protocols and systems usage.
- Monitored customer feedback to identify areas for service improvement.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Tracked orders from start to finish to ensure timely delivery of goods or services.
- Conducted regular follow-up zoom calls with customers after resolving their issues.
- Performed administrative tasks such as filing paperwork, updating databases and generating reports.
- Updated databases with new and modified customer data.
Apprentice
Chipotle
Plano
01.2018 - 01.2021
- Exceeded team goals by collaborating with staff to implement effective customer service initiatives.
- Promoted positive atmosphere and ensured exceptional food and service for every customer.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Conducted training sessions for new employees, covering essential company policies and job responsibilities.
- Oriented newly hired employees by providing company information, facilitating onboarding, and clarifying position requirements for smoother integration.
- Excelled in every store position and regularly backed up front-line staff to keep expertise fresh and relevant.
- Worked independently in fast-paced environment while meeting productivity and quality expectations.
Receptionist
Guardian Workforce
Farmers Branch
06.2017 - 08.2017
- Handled incoming telephone calls, recorded messages, and provided accurate information to callers.
- Provided positive customer support training experience for completed applications.
- Coordinated scheduling and assignment of employees to meet human resource operational requirements.
- Maintained work structure by updating job requirements and job descriptions for all positions.
Production Worker
Tuesday Morning
Addison
01.2017 - 05.2017
- Labeled and moved customer orders accurately, meeting shipment timetables and reducing errors.
- Printed labels, packaged boxes, and loaded into outbound containers to ensure timely dispatch.
- Removed items from shelves or storage bins, efficiently scanning tags to streamline order fulfillment.
Shift Manager
Popeyes
Dallas
02.2014 - 11.2016
- Supervised employees and oversaw quality compliance with company standards for food and services.
- Ensured employee productivity and task focus to effectively meet business and customer needs.
- Trained and mentored new employees to maximize team performance.
- Applied interpersonal communication skills to improve customer experience during each interaction.
- Executed all tasks required for opening and closing store operations, including cash management and inventory checks.
- Counted cash drawers and reconciled totals to uphold financial integrity at shift end.
Education
High School Diploma -
Dallas Can Academy
2720 Hollandale Ln Dallas, TX 75234 05-2015
Skills
- Customer Service
- Payment Processing
- Order Management
- Data entry
- Microsoft Excel
- Computer skills
- Fluent in Spanish
- Multitasking abilities
- Time management
- Attention to detail
- Team collaboration
- Team Leadership
- Conflict resolution
- Communication
- Creativity
- Math skills
- Responsible
Timeline
CSR
SMS InfoComm
01.2022 - 03.2026
Apprentice
Chipotle
01.2018 - 01.2021
Receptionist
Guardian Workforce
06.2017 - 08.2017
Production Worker
Tuesday Morning
01.2017 - 05.2017
Shift Manager
Popeyes
02.2014 - 11.2016
High School Diploma -
Dallas Can Academy