Ramona Hernandez
Sunnyvale,CA
Summary
Motivated professional well-versed in building productive relationships, resolving complex issues and winning customer loyalty. Skilled at listening to customers, a natural problem solver that quickly retains customers and delivers high level of service in every interaction.
Overview
19
19
years of professional experience
1
1
Certification
Work History
Customer Support Specialist
Sciton
08.2022 - Current
- Participated in team meetings and training sessions to stay informed about product updates and changes.
- Multitasked to handle diverse customer needs in high-volume email setting, prioritizing tasks to keep up with challenging deadlines.
- Enhanced customer satisfaction by addressing and resolving complex issues promptly and professionally.
- Scheduled service and placed orders
Senior Customer Service Representative
Eurofins EAG Laboratories
01.2019 - Current
- Learned and maintained in-depth understanding of service information to offer knowledgeable and educated responses to diverse client questions
- Billing, email support and all operational functions
- Processed, scheduled and executed customer orders for new and established customers.
Quality Manager
Contracted At Apple Inc
01.2016 - 01.2019
- Autonomous Technology/Machine Learning Communicate and collaborate in a team environment
- Prototype testing
- Followed quality standards and procedures to minimize errors and maximize customer satisfaction
- Improved quality processes for increased efficiency and effectiveness.
Tier 2 Customer Support
EARGO Hearing Device
01.2016 - 05.2016
- Retained existing clients and developed new accounts by extending high quality and efficient support service
- Helped streamline repair processes and update procedures for support action consistency
- Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution
- Documented all transactions and support interactions in system for future reference and addition to knowledge base.
Hub Coordinator
Google Inc
01.2013 - 01.2015
- Organized parcels in order to quickly and efficiently insure delivery to Customers on time
- Picked groups of parcels and handed off to couriers
- Resolved parcel issues as they arise
- Troubleshoot aspects of day-to-day operation
- Liaised between multiple business divisions to improve communications.
Phone Operator/Sales
Best Buy
01.2005 - 01.2012
- Handled high volume incoming calls regarding merchandise, returns, store protection plans etc
- Cross trained to cover multiple departments
- Proactively resolve customer's issues, complaints
- Assisted in new employee orientation and training
- Provided accurate information about promotions, customer programs and products, helping drive high customer retention
- Used consultative sales approach to understand customer needs and recommend relevant offerings.
Education
GED -
Fremont High School
Sunnyvale, CANo Degree - Business
Mission College
Santa Clara, CASkills
- Customer Solutions
- Account management
- Sales expertise
- Administrative support
- Microsoft Office
- Organization and Time management
- Technical Support
- Documentation
- Collaborative Team Player
Certification
- Licensed Real Estate Agent
- Coaching Certification
- Excel Certification
Active Healthy lifestyle
I have a heathy active lifestyle. I love the outdoors, biking, hiking and Yoga
Timeline
Customer Support Specialist
Sciton
08.2022 - Current
Senior Customer Service Representative
Eurofins EAG Laboratories
01.2019 - Current
Quality Manager
Contracted At Apple Inc
01.2016 - 01.2019
Tier 2 Customer Support
EARGO Hearing Device
01.2016 - 05.2016
Hub Coordinator
Google Inc
01.2013 - 01.2015
Phone Operator/Sales
Best Buy
01.2005 - 01.2012
GED -
Fremont High School
No Degree - Business
Mission College
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