Nina Hernandez
South Houston
Summary
Resourceful Virtual Relationship Manager skilled at maintaining high productivity and efficiently completing tasks. Specialize in customer relationship management software, digital communication platforms, and data analysis to enhance client engagement. Excel in active listening, empathy, and problem-solving to deliver exceptional remote customer service and support.
Overview
15
15
years of professional experience
Work History
Remote Customer Service
FEMA
09.2017 - 05.2025
- Operated multi-line phone systems to manage incoming and outgoing calls.
- Assisted in resolving customer complaints through effective communication techniques.
- Coordinated with various departments to ensure timely responses to customer needs.
- Handled escalated customer complaints professionally and effectively.
- Documented messages left by callers and delivered vital information to intended employees.
- Utilized various software programs including Microsoft Word, Excel, and Outlook to complete job tasks efficiently.
Sales Manager
Double Tree Hilton
Houston
01.2022 - 11.2024
- Managed sales strategies to enhance guest experiences at luxury hotel.
- Developed training programs for sales team to improve performance and skills.
- Collaborated with marketing to create promotional campaigns for hotel services.
- Coordinated events and meetings to showcase hotel facilities and services.
- Developed sales plans, goals, strategies and objectives to achieve team goals and revenue objectives.
Sales Manager
Hilton Garden Inn Hotel
Houston
09.2018 - 11.2024
- Managed sales strategies to enhance guest experiences at luxury hotel.
- Developed training programs for sales team to improve performance and skills.
- Collaborated with marketing to create promotional campaigns for hotel services.
- Established relationships with key clients, while maintaining existing customer base.
- Performed sales consultations and educated clients on products and services.
- Established new accounts and serviced existing accounts maintaining professional relationships.
Receptionist Administrator
Forgotten Angels
Houston
04.2013 - 07.2016
- Assisted individuals with daily living activities and personal care routines.
- Maintained accurate documentation of client interactions and progress reports.
- Administered medications according to physician instructions and documentation standards.
- Ensured a safe environment by following all safety protocols and procedures.
- Contributed to case reviews of client status and progress.
- Assisted in developing innovative customer service strategies to enhance client satisfaction.
- Supported budget management by monitoring expenses and suggesting cost-effective solutions.
- Maintained up-to-date knowledge of company products and services.
- Collaborated with management on developing strategic plans for achieving business goals.
Receptionist Administrator
Harmony Dental Center
Houston
05.2010 - 07.2012
- Managed patient check-ins and scheduling for dental appointments.
- Coordinated communication between patients and dental staff effectively.
- Maintained patient records using electronic health record systems.
- Answered incoming phone calls, routing to appropriate parties throughout office.
Education
Medical Billing And Coding
Everest Institute
Houston, Texas 02-2010
Houston Community College
Houston, TX06-2009
High School Diploma -
Milby High School
Houston, Texas 05-2006
Skills
- Customer service
- Conflict resolution
- Sales strategy
- Team leadership
Timeline
Sales Manager
Double Tree Hilton
01.2022 - 11.2024
Sales Manager
Hilton Garden Inn Hotel
09.2018 - 11.2024
Remote Customer Service
FEMA
09.2017 - 05.2025
Receptionist Administrator
Forgotten Angels
04.2013 - 07.2016
Receptionist Administrator
Harmony Dental Center
05.2010 - 07.2012
Medical Billing And Coding
Everest Institute
Houston Community College
High School Diploma -
Milby High School