Nancy Hernandez
Whittier,CA
Summary
Accomplished Customer Service Manager at Walmart, adept in training and mentoring with a proven track record in complaint resolution and workflow management. Excelled in leveraging verbal and written communication skills to enhance team performance and customer satisfaction. Proficient in Microsoft Office, demonstrating significant improvements in staff efficiency and customer loyalty metrics.
Overview
25
25
years of professional experience
Work History
Customer Service Manager
Walmart
01.2016 - Current
- Resolved customer complaints while prioritizing customer satisfaction and loyalty.
- Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags.
- Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.
- Followed through with client requests to resolve problems.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Trained personnel in equipment maintenance and enforced participation in exercises focused on developing key skills.
Warehouse Worker
H&M Where House
10.2012 - 01.2016
- Loaded, unloaded, and moved material to and from storage and production areas.
- Consistently lifted materials weighing as much as [Number] pounds.
- Used handheld scanners to efficiently track and maneuver freight throughout distribution network.
- Helped train new employees in safe practices and warehouse procedures.
- Verified quantity and description of materials received by checking merchandise against packing list.
- Maintained clean, orderly work environment free of hazards.
Noon Aide
Los Nietos School District
05.2003 - 08.2012
- Maintained adequate levels of condiments and well-stocked drink stations to keep service flowing smoothly.
- Tracked meal purchases and accepted payments at cash register.
- Prepared ingredients and recipe components ahead of time.
- Received and stored incoming supplies according to procedures.
- Used positive reinforcement techniques to promote patience and other good behaviors in children.
- Monitored children's activities to verify safety and wellbeing.
Cook Shift Leader
Kentucky Fried Chicken
01.2000 - 03.2002
- Maintained high food quality standards by checking delivery contents to verify product quality and quantity.
- Oversaw scheduling, inventory management, and supply ordering to maintain fully stocked kitchen.
- Prevented cross-contamination from utensils, surfaces, and pans when cooking and plating meals for food allergy sufferers.
- Inspected freezer and refrigerator daily to check and maintain proper temperatures.
- Kept kitchen clean and organized by performing daily maintenance tasks.
Education
High School Diploma -
Schurr High
Montebello, CA06-2000
Skills
- Training and mentoring
- Staffing coordination
- Metric tracking
- Complaint resolution
- Workflow management
- Verbal and written communication
- Cash handling
- Microsoft outlook, word, and Excel
- New hire training
- Schedule management
Timeline
Customer Service Manager
Walmart
01.2016 - Current
Warehouse Worker
H&M Where House
10.2012 - 01.2016
Noon Aide
Los Nietos School District
05.2003 - 08.2012
Cook Shift Leader
Kentucky Fried Chicken
01.2000 - 03.2002
High School Diploma -
Schurr High
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