Mercedez Hernandez
El Paso,TX
Summary
Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
13
13
years of professional experience
Work History
Customer Care in Shoe Dept.
Kmartcorp
10.2009 - 12.2010
- Improved customer satisfaction by promptly addressing inquiries and resolving issues.
- Reduced customer complaints by providing timely solutions to issues.
- Trained new employees in company procedures, ensuring consistent quality of customer care.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
Receptionist/Personal Care Assistant
Bonilla Construction
08.2011 - 09.2015
- Enhanced customer satisfaction by promptly addressing inquiries and providing accurate information.
- Streamlined front desk operations for increased efficiency by effectively managing phone calls, emails, and walk-in clients.
- Maintained a well-organized reception area with updated materials, contributing to a welcoming environment for visitors.
- Kept reception area clean and neat to give visitors positive first impression.
- Answered central telephone system and directed calls accordingly.
Assistant Manager
Family Dollar
09.2016 - 01.2018
- Developed strong working relationships with staff, fostering a positive work environment.
- Implemented staff training programs, enhancing product knowledge and improving customer service skills.
- Collaborated with the management team to develop strategic plans for business growth and improvement.
- Boosted employee morale by recognizing outstanding performance and celebrating team accomplishments.
- Oversaw daily cash reconciliations, ensuring accurate financial reporting and minimizing discrepancies.
- Maintained a clean, safe, and organized store environment to enhance the customer experience.
- Assisted in recruiting, interviewing, hiring, and onboarding of new employees to maintain adequate staffing levels.
- Scheduled staff shifts to ensure proper coverage during peak shopping hours without exceeding labor budgets.
- Monitored cash intake and deposit records, increasing accuracy, and reducing discrepancies.
Customer Care Specialist
Spectrum Technologies
02.2018 - 02.2021
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Reduced customer complaints by efficiently resolving issues through effective communication and problem-solving skills.
- Improved team performance by sharing knowledge and best practices with colleagues in regular training sessions.
- Streamlined processes for quicker response times, resulting in improved customer experiences.
- Placed service calls for service Technicians.
- Placed supply orders for customers and service technicians.
- Placed parts orders and retrieved parts for customer to pick up.
Customer Support Specialist
Superior Copy Machines
08.2022 - 01.2023
- Provided timely assistance to customers via phone, email, and live chat channels, ensuring a high level of professionalism at all times.
- Maintained thorough knowledge of product offerings to provide accurate information and expert advice to customers.
- Managed a high volume of inbound calls while maintaining excellent call quality standards and adhering to established procedures.
- Placed service call for technicians.
- Placed supply orders for customers and service technicians.
Education
High School Diploma -
El Dorado High School
El Paso, TXSkills
- Customer Response
- [Product or Service] Support
- Customer Relationship Management (CRM)
- Effective Communication
- Time Management
- Active Listening
- Positive Attitude
- Telephone Etiquette
- Conflict Resolution
- Multitasking
- Attention to Detail
- Filing
Timeline
Customer Support Specialist
Superior Copy Machines
08.2022 - 01.2023
Customer Care Specialist
Spectrum Technologies
02.2018 - 02.2021
Assistant Manager
Family Dollar
09.2016 - 01.2018
Receptionist/Personal Care Assistant
Bonilla Construction
08.2011 - 09.2015
Customer Care in Shoe Dept.
Kmartcorp
10.2009 - 12.2010
High School Diploma -
El Dorado High School
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