Summary
Overview
Work History
Education
Skills
Languages
References
Timeline
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Nadia Hernandez

Chicago,IL

Summary

Communicative customer service professional motivated to maintain customer satisfaction and contribute to company success. History managing large amounts of inbound calls and sustaining satisfactory relationships with customers. Offers skill with CRM systems paired with outstanding active listening and multitasking abilities. Accurate in documenting customer concerns and dedicated to maintaining deep knowledge of products and promotions. 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

7
7
years of professional experience

Work History

Collections Representative

Affy Tapple
Niles, IL
06.2023 - Current
  • Contacted customers to discuss and resolve past due accounts.
  • Negotiated repayment terms with customers in accordance with company policy.
  • Researched account information to ensure accuracy of records.
  • Monitored delinquent accounts for timely payment resolution.
  • Maintained a database of customer contact information and payment history.
  • Collaborated with other departments to resolve disputes in a timely manner.
  • Followed up on promises made by customers regarding payments or settlements.

Customer Service Representative

AFFY TAPPLE
NILES, IL
04.2022 - Current
  • Provided exceptional customer service to ensure customer satisfaction.
  • Reviewed customer feedback and complaints to identify areas of improvement in customer service processes.
  • Created reports on customer feedback, complaints, and suggestions for management review.
  • Ensured prompt resolution of customers' inquiries via phone, email or chat support channels.
  • Liaised with other departments such as marketing, sales, IT to ensure smooth functioning of all activities related to customer service operations.
  • Developed and implemented strategies for providing excellent customer service experience.
  • Answered phones promptly while providing courteous customer service.
  • Resolved customer service inquiries in a timely manner while providing excellent customer service.

Shipping and Receiving Clerk

RR Donnelley
CHICAGO, IL
04.2018 - 10.2020
  • Managed the receiving and shipping of all incoming and outgoing orders, ensuring accuracy in product quantity, quality and condition.
  • Created reports detailing daily shipments, arrivals and discrepancies in order fulfillment.
  • Ensured that all customer orders were processed correctly and shipped on time.
  • Coordinated the scheduling of deliveries with customers and vendors.
  • Received incoming shipments, verifying quantity and quality of items against purchase orders.
  • Maintained accurate records of all goods received and distributed in the warehouse.
  • Prepared invoices for customers, ensuring accuracy prior to shipment.

TEAM LEAD

Dunkin Donuts & Baskin Robbins
CHICAGO, IL
04.2017 - 03.2018
  • Provided leadership and guidance to team members, ensuring that tasks were completed on time and to a high standard.
  • Conducted performance appraisals for team members, providing feedback and identifying areas of improvement.
  • Trained new staff in relevant processes and procedures.
  • Supported the manager in developing plans for future projects, initiatives and objectives.
  • Rotated through series of different stations based on team needs.
  • Maintained daily inventory to facilitate successful material distribution.
  • Maintained positive working relationship with fellow staff and management.

Education

Some College (No Degree) -

ST. Augustine College
Chicago, IL
01-2020

High School Diploma -

LAKE VIEW HIGH SCHOOL
Chicago IL
06-2012

Skills

  • Account updating
  • Information Security
  • Data Entry
  • Report Generation
  • Complaint resolution
  • Inbound and Outbound Calling
  • Paperwork Processing
  • Multi-Task Management
  • Customer Service
  • Staff Training
  • Spreadsheets
  • Retail sales customer service
  • Order fulfillment
  • Retail store support
  • Professional telephone demeanor

Languages

English
Full Professional
Spanish
Native/ Bilingual

References

References available upon request.

Timeline

Collections Representative

Affy Tapple
06.2023 - Current

Customer Service Representative

AFFY TAPPLE
04.2022 - Current

Shipping and Receiving Clerk

RR Donnelley
04.2018 - 10.2020

TEAM LEAD

Dunkin Donuts & Baskin Robbins
04.2017 - 03.2018

Some College (No Degree) -

ST. Augustine College

High School Diploma -

LAKE VIEW HIGH SCHOOL

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Nadia Hernandez