Summary
Overview
Work History
Education
Skills
Timeline
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Melissa Hernandez

Waxahachie,TX

Summary

Dynamic customer service professional with proven success at GM Financial, excelling in conflict resolution and relationship building. Recognized for enhancing customer loyalty through empathetic communication and personalized solutions. Proficient in data entry and Microsoft Office Suite, consistently exceeding performance metrics and driving customer satisfaction.

Overview

2023
2023
years of professional experience

Work History

Customer Service Representative

GM Financial
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
  • Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
  • Responded to customer requests for products, services, and company information.
  • Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
  • Developed strong product knowledge to provide informed recommendations based on individual customer needs.
  • Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
  • Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
  • Assisted customers in navigating company website and placing online orders, improving overall user experience.
  • Collaborated with team members to develop best practices for consistent customer service delivery.
  • Exceeded performance metrics consistently, earning recognition as a top performer within the team.
  • Analyzed customer service metrics to identify trends and develop strategies for improvement.
  • Participated in cross-functional teams to discuss ways to improve overall customer satisfaction across company.
  • Enhanced customer loyalty by offering personalized solutions tailored to individual needs.
  • Resolved escalated customer issues, restoring confidence in company's commitment to service excellence.

Enrollment Specialist

Academic Partnerships
04.2018 - 07.2022
  • Updated, entered, and reviewed customer data.
  • Communicated effectively via telephone, email, and in person with prospective customers.
  • Enhanced customer service by promptly addressing inquiries and resolving issues in a timely manner.
  • Conducted comprehensive applicant interviews to determine eligibility and fit for specific programs.
  • Understood and thoroughly explained services provided to customers and potential customers.
  • Managed accurate recordkeeping of student information and application documents, ensuring compliance with regulations.
  • Served as a liaison between students, academic advisors, and financial aid offices for seamless communication during the enrollment process.
  • Participated in professional development opportunities, continuously refining skills and staying current on emerging trends within higher education administration spaces.
  • Developed comprehensive FAQs, reducing volume of repetitive inquiries.
  • Coordinated with multiple departments to streamline enrollment process, making it more efficient.
  • Resolved applicant inquiries promptly, providing detailed information and clarifications when needed.
  • Achieved high levels of applicant satisfaction, consistently receiving positive feedback for guidance provided.
  • Analyzed enrollment trends, applying insights to tailor future outreach strategies.
  • Facilitated seamless transitions for enrollees, connecting them with necessary resources post-enrollment.
  • Generated leads through cold-calling, networking and other outreach methods.
  • Worked with sales team to collaboratively reach targets, consistently meeting or exceeding personal quotas.
  • Monitored customer feedback and identified areas of improvement.

Sales Associate

Protection One Security
02.2016 - 05.2018
  • Organized racks and shelves to maintain store visual appeal, engage customers, and promote specific merchandise.
  • Handled cash transactions efficiently while adhering to company cash handling policies, ensuring accuracy in all financial exchanges.
  • Built relationships with customers to encourage repeat business.
  • Managed returns, exchanges and refunds in accordance with store policy.
  • Maintained calm demeanor and professionally managed issues in busy, high-stress situations.
  • Answered customer questions about sizing, accessories, and merchandise care.
  • Provided positive first impressions to welcome existing, new, and potential customers.
  • Engaged with customers to build rapport and loyalty.
  • Boosted customer satisfaction levels through exceptional service, addressing concerns promptly, and providing a welcoming store environment.
  • Increased sales revenue by building strong rapport with customers and recommending appropriate products based on their needs.
  • Educated clients on current promotional offerings and products using persuasive selling tactics.
  • Achieved monthly sales targets consistently by implementing effective sales strategies and maintaining a high level of product knowledge.
  • Developed new client relationships by actively engaging with potential customers and highlighting the benefits of our product offerings.
  • Managed conflict resolution with dissatisfied customers professionally, resulting in improved customer retention rates.

Education

Business Administration/Psychology - Psychology

Tarrant County College
Fort Worth, TX

Skills

  • Customer service
  • Active listening
  • Critical thinking
  • Data entry
  • Customer relations
  • Problem resolution
  • Relationship building
  • Call center experience
  • Computer proficiency
  • Conflict resolution
  • Complaint handling
  • Microsoft Excel
  • Payment processing
  • Professional telephone demeanor
  • Call center operations
  • Microsoft outlook
  • Scheduling
  • Follow-up skills
  • Product knowledge
  • Team development
  • Documentation
  • Microsoft Office Suite
  • Data collection
  • De-escalation techniques
  • Product sales
  • Product and service solutions
  • Research
  • Account management
  • Spreadsheets
  • Service upselling

Timeline

Enrollment Specialist

Academic Partnerships
04.2018 - 07.2022

Sales Associate

Protection One Security
02.2016 - 05.2018

Customer Service Representative

GM Financial

Business Administration/Psychology - Psychology

Tarrant County College

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