Miguel Hernandez
Pinellas Park,FL
Summary
Customer-focused professional willing to go extra mile to meet customer needs, increase satisfaction and promote loyalty. Expertly handles diverse concerns with solution-focused mindset and attention to detail. Excels in research, documentation and problem-solving. Highly-motivated employee with desire to take on new challenges. Strong worth ethic, adaptability and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills.
Overview
3
3
years of professional experience
Work History
Customer Service Team Leader
Publix Super Markets Inc
Seminole, FL
04.2021 - Current
- Reviewed incoming emails and calls from customers to ensure proper resolution was provided.
- Performed root cause analysis of systemic issues affecting customers' satisfaction levels.
- Encouraged team members to provide feedback on how they can better serve customers' needs.
- Conducted performance reviews for customer service staff on a regular basis.
- Developed and maintained effective working relationships with customers, vendors, and other stakeholders.
- Resolved escalated customer complaints in an efficient manner while maintaining excellent customer relations.
- Provided guidance to customer service representatives in resolving complex customer issues.
- Supported associates career development by discussing potential for growth within company.
- Counted and balanced registers.
- Delegated work to staff, setting priorities and goals.
- Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
- Identified appropriate solutions to minimize issues and quickly solve problems.
- Cultivated strong relationships with customers for repeat business.
- Scheduled staff shifts, ensuring optimal coverage and productivity.
- Handled customer complaints and resolved issues professionally.
- Fostered a positive work environment to encourage teamwork.
- Oversaw cash handling procedures, including register reconciliations.
- Utilized POS system for transactions, returns, and exchanges.
- Motivated teams by recognizing and rewarding excellence.
- Managed and supervised team of 20 retail sales associates.
Education
High School Diploma -
Northeast Highschool
St. Petersburg, FL06-2021
Skills
- Order Fulfillment
- Account Management
- Technical Support
- Report Preparation
- Complaint resolution
- Customer service excellence
- Administrative Support
- Team Management
- Policy Enforcement
- Administrative Documentation
- Loss Prevention
- Reliability
- Multitasking and Prioritizing
- Attention to Detail
- Cash Handling and Reconciliation
- Organizational Skills
- Relationship Building
- Retail Security
- Adaptability
Languages
English
Native/ Bilingual
Spanish
Native/ Bilingual
Accomplishments
- Became a customer Service Teamleader at Publix just after 6 months after setting that goal for myself
- Became a contender for Assistant Customer Service manager after another 6 months at the highest grossing Publix in the district
References
References available upon request.
Timeline
Customer Service Team Leader
Publix Super Markets Inc
04.2021 - Current
High School Diploma -
Northeast Highschool