Summary
Overview
Work History
Education
Skills
Timeline
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Maria Dela C Hernandez

Arlington,TX

Summary

Astute Call Center professional offering polished communication skills. Brings excellent organizational skills and talent for overcoming customer objections. Self-motivated and true team player.

Overview

19
19
years of professional experience

Work History

Customer Service Representative IAD

American Airlines
Fort Worth, TX
10.2012 - Current
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
  • Provided primary customer support to internal and external customers.
  • Offered advice and assistance to customers, paying attention to special needs or wants.
  • Answered customer telephone calls promptly to avoid on-hold wait times.

Loan Processor and Member Services

CO-OP MEMBER SERVICES
Fort Worth, TX
06.2003 - 12.2012
  • Reviewed financial statements and contacted institutions and customers to clarify details.
  • Handled any conditions sent from underwriting departments.
  • Worked with customers via telephone to answer questions, process transactions and resolve issues.
  • Processed loans within various departments to achieve timely, accurate and fair proceedings.
  • Maintained compliance with privacy and security requirements, as well as federal statutes covering all loans.

Education

Associate of Science - Computer Science

Southwestern College
Chula Vista, CA

No Degree - Organizational Leadership

Frontline Leadership Training
Burbank, Ca
05.1996

High School Diploma -

Polytechnic High School
Sun Valley, CA
06.1985

Skills

  • Upselling Products and Services
  • Call Documentation
  • Book and Refund Processing
  • Understanding Customer Needs
  • Responding to Difficult Customers
  • Customer Data Confidentiality
  • Calm and Professional Under Pressure
  • Courteous with Strong Service Mindset
  • Efficient and Detail-Oriented
  • Customer Service and Assistance
  • Telephone Management
  • Customer Inquiry Response Resolution
  • Team-Oriented and Cooperative
  • Excellent Attention to Detail

Timeline

Customer Service Representative IAD

American Airlines
10.2012 - Current

Loan Processor and Member Services

CO-OP MEMBER SERVICES
06.2003 - 12.2012

Associate of Science - Computer Science

Southwestern College

No Degree - Organizational Leadership

Frontline Leadership Training

High School Diploma -

Polytechnic High School

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Maria Dela C Hernandez