Hi, I’m
Nick A. Hernandez
Phoenix,AZ
Summary
A precise Quality Assurance professional proficient in all QA operations, policies and procedures. Experienced with training and developing individual team members. Committed to thoroughly assessing product quality and cultivating processes to achieve excellent results and customer satisfaction. Frequently praised as hardworking by my peers, I can be relied upon to help your company achieve its goals. Aiming to leverage my abilities to successfully fill the vacancy at your company.
Overview
21
years of professional experience
Work History
Freshly
Customer Support and Quality Assurance
09.2019 - 03.2023
Job overview
- Evaluated the completed contacts of font-line agents to ensure proper guidelines, formats, and procedures are followed.
- Enhanced the communication of Freshly policies, procedures, and practices while ensuring their implementation via flowcharts and graphics.
- Involved with a QA Customer Experience "Task Force" which involved a focus on compliance of Freshly standards and protocols while consistently meeting deadlines.
- Assisted with new hire training via on-camera meetings.
- Reviewing and editing templates submitted by front-line agents.
Various
Hospitality
04.2002 - 09.2019
Job overview
- Skilled in communication regarding empathetic and personable natures.
- Excelled in customer service by fostering an environment where guests felt heard and cared for.
- Knowledgeable with spirits, wines, and beers as well as culinary preparations of numerous dishes.
- Acquired a decent understanding of sales by encouraging guests to partake in daily specials.
- Experienced in leading a team and fostering cooperation with different departments to achieve a shared goal.
Education
ITT Technical InstituteNorfolk, VA
No Degree from Graphic Design
Skills
- 3D Modeling and Creative Conceptualization
- Solution Development and Optimization
- Proficient with Zendesk, Lessonly, and Playvox
- Adept with Lucidchart and Miro
- Attentive and Observant
- Consistent with established Procedures and Protocols
Hobbies
Creative writing, drawing and painting, historical fencing.
Timeline
Customer Support and Quality Assurance
Freshly
09.2019 - 03.2023
Hospitality
Various
04.2002 - 09.2019
ITT Technical Institute
No Degree from Graphic Design
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