Summary
Overview
Work History
Education
Skills
Timeline
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Steve Hernandez

181 NW 47th AVE APT 2,FL

Summary

Friendly Customer Service Cashier experienced working in diverse retail environments. Successful operating cash registers and performing necessary calculations. Genuine people-person successful mediating various disputes.

Overview

7
7
years of professional experience

Work History

Customer Service Agent

Bmg Money
12.2023 - Current
  • Demonstrated empathy in handling difficult situations, fostering trust and loyalty among customers.
  • Effectively managed escalations from dissatisfied customers, working closely with management to ensure timely resolutions that maintained brand reputation.
  • Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
  • Demonstrated high attention to detail, organization and management of multiple tasks and projects simultaneously.
  • Utilized strong problem-solving skills to quickly identify and address customer issues.
  • Maintained a high level of professionalism when interacting with customers, ensuring positive experiences.
  • Addressed customer account discrepancies and concerns.
  • Contributed to achieving company goals by consistently meeting or exceeding performance metrics.
  • Assisted in training new hires, sharing best practices for effective customer service delivery.
  • Investigated and resolved customer inquiries and complaints quickly.

Underwriter

Bmg Money
07.2023 - 12.2023
  • Analyzed income and bank account to verify customer’s qualifications during the underwriting process
  • Made approval and denial decisions based on documents customer provided
  • Provided excellent customer service by addressing inquiries promptly and offering comprehensive explanations of underwriting decisions when calling customers to make sure they know what is being asked of them
  • Collaborated with the customer service team to help customers complete applications and provide required documents

Night Auditor

Best Western Premiere
10.2022 - 07.2023
  • Get report from previous shift about anything pending and needs to be taken care of before the night closes
  • Kept accounts in balance and ran daily reports to verify totals.
  • Answered questions and addressed, resolved, or escalated issues to management personnel to satisfy customers.
  • Contacted housekeeping staff and maintenance department to resolve issues with guest rooms.
  • Print reports for housekeeping staff that left and pending leaving

Teller Associate

Amscot - The Money Superstore
11.2021 - 03.2023
  • Processed customer transactions promptly, minimizing wait times.
  • Completed highly accurate, high-volume money counts via both manual and machine-driven approaches.
  • Answered telephone inquiries on loans and lines of credit.
  • Calculated fees due, interest and change for customer transactions.
  • Received loan and utility payments, sending funds to correct destinations.
  • Maintained friendly and professional customer interactions.
  • Used critical thinking to break down problems, evaluate solutions and make decisions.
  • Maintained energy and enthusiasm in fast-paced environment.

Receptionist

First Class Parking
10.2020 - 06.2022
  • Attentive to surveillance cameras for upcoming cars on ramp and keep ramp moving smoothly and any security issues
  • Assisted valet in moving cars blocking ramp
  • Managed multiple tasks and met time-sensitive deadlines.
  • Confirmed appointments, communicated with clients and updated client records.
  • Answered central telephone system and directed calls accordingly.
  • Sorted, received and distributed mail correspondence between departments and personnel.
  • Kept reception area clean and neat to give visitors positive first impression.
  • Resolved resident problems and complaint and found solutions with help of on-call maintenance team

Front Desk Agent

Grand Beach Hotel
10.2018 - 02.2020
  • Used internal software to process reservations, check-ins and check-outs.
  • Run Credit Limit of the day to ensure all credit cards have sufficient funds to cover stay, and trace credit exceeding bills to ensure we have a good balance
  • Ensure guests are aware of all amenities and policies verbally as they review and sign their registration cards
  • Manually post all laundry, package, and minibar postings to correct billing window of correct guest
  • Giving the guest options to upgrade by showing them room layout online and finding something that meets their needs (commission)
  • Taking guest calls and transferring them to the correct department
  • Maintained a balance of $500 in bank to give out change
  • Oversaw fast-paced front desk operations and guests' needs at busy facility.
  • Greeted visitors and customers upon arrival, offered assistance and answered questions to build rapport and retention.
  • Responded swiftly to room requests and other inquiries made via establishment website, email or phone.
  • Liaised with housekeeping and maintenance staff to address requests and complaints made by guests.
  • Took reservations over phone, in person and via computer for guests and provided confirmation information.

Education

General Diploma - General Studies

Green Springs High School
Miami, FL

Skills

  • Excellent organizational, strong communication
  • Customer service skill
  • Loans
  • Cash Handling

Timeline

Customer Service Agent

Bmg Money
12.2023 - Current

Underwriter

Bmg Money
07.2023 - 12.2023

Night Auditor

Best Western Premiere
10.2022 - 07.2023

Teller Associate

Amscot - The Money Superstore
11.2021 - 03.2023

Receptionist

First Class Parking
10.2020 - 06.2022

Front Desk Agent

Grand Beach Hotel
10.2018 - 02.2020

General Diploma - General Studies

Green Springs High School

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Steve Hernandez