Mayli Hernandez
Houston,TX
Summary
Dedicated Senior Service Specialist with 10 years of experience in providing superb customer service. Expert in establishing rapport by listening to customers and understanding specific needs. Manage consistent one-call resolution to offer prompt and streamlined service.
Overview
10
10
years of professional experience
Work History
Senior Customer Service Specialist
Texas Children's Hospital
Houston, TX
05.2022 - Current
- Developed customer service policies and procedures in accordance with company standards.
- Conducted regular training sessions for new customer service staff members.
- Met and exceeded performance goals to support long-term company growth and market dominance.
- Improved customer satisfaction and retention by proactively reviewing new customer accounts and reaching out to offer assistance.
- Monitored customer accounts to track outstanding issues and implement new solutions.
- Verified insurance information prior to appointment booking.
- Maintained accurate records of patient appointments in computer system.
- Assisted in scheduling, rescheduling, and canceling appointments for patients.
- Served as a liaison between patients and healthcare providers for communication purposes.
- Analyzed and documented user requirements to develop Epic application workflow designs.
- Utilized Epic EHR system and trained new hires in various modules.
Online Assist Customer Services Specialist
J.P. Morgan Chase
Houston, TX
06.2014 - 04.2018
- Provided technical support and troubleshooting assistance to customers.
- Monitored customer feedback surveys and implemented strategies to improve customer satisfaction scores.
- Analyzed data trends related to customer service performance metrics.
- Assisted customers by answering questions, addressing concerns and providing current account information.
- Processed customer account changes with proprietary software.
- Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
- Exceeded established service goals while leveraging customer service, sales and employee management best practices.
- Assisted customers with online account setup and troubleshooting issues.
- Answered user inquiries to resolve computer software or hardware operation problems.
Education
Associate of Arts - Business Administration
Lone Star College System
Houston, TX12.2021
Bachelor of Science - Business Administration
Western Governors University
Salt Lake City, UTSkills
- SOP Writing
- Account Management
- Cross-Functional Collaboration
- Customer Support
- Complaint Resolution
- Marketing Understanding
- Analytical
- Proficient in Microsoft Office software
- Proficient in EPIC EHR
- Problem-Solving
Affiliations
I enjoy helping my community and volunteering at organizations like Attack Poverty, Friends of Sundown, and at my local church.
Languages
Spanish
Native/ Bilingual
References
References available upon request.
Timeline
Senior Customer Service Specialist
Texas Children's Hospital
05.2022 - Current
Online Assist Customer Services Specialist
J.P. Morgan Chase
06.2014 - 04.2018
Associate of Arts - Business Administration
Lone Star College System
Bachelor of Science - Business Administration
Western Governors University