ODALYS HERNANDEZ
Charlotte,NC
Summary
Assisted customers with inquiries and issues in both English and Spanish. Supported order processing and resolution of product-related concerns. Contributed to a positive customer experience in a fast-paced environment.
Proactive and goal-oriented professional with excellent time management and problem-solving skills. Known for reliability and adaptability, with swift capacity to learn and apply new skills. Committed to leveraging these qualities to drive team success and contribute to organizational growth.
Equipped with strong problem-solving abilities, willingness to learn, and excellent communication skills. Poised to contribute to team success and achieve positive results. Ready to tackle new challenges and advance organizational objectives with dedication and enthusiasm.
Overview
10
10
years of professional experience
1
1
Certification
Work History
Customer Solutions
Spectrum
Charlotte, NC
01.2026 - Current
- Assisted customers with billing, service inquiries, troubleshooting, and account updates.
- Provided high-quality support through phone and digital channels, maintaining low hold times and high satisfaction scores.
- Resolved complex service issues by coordinating with technical teams and using diagnostic tools.
- Educated customers on Spectrum products, promotions, and service features to improve account value and retention.
- Maintained accurate records of customer interactions while following compliance and privacy standards.
Teller
Wells Fargo
Charlotte, NC
04.2024 - 04.2025
- Balanced cash drawers daily and resolved discrepancies to ensure accurate cash flow data.
- Processed a high volume of customer transactions efficiently, minimizing wait times and improving customer satisfaction.
- Educated customers on using banking websites and mobile apps.
- Maintained accurate records of customer transactions in accordance with bank procedures.
Customer Service Representative
TD Bank
Charlotte, NC
02.2023 - 02.2024
- Handled customer inquiries and suggestions professionally, while actively listening to concerns and escalating major issues to a supervisor when necessary.
- Answered a constant flow of customer calls with minimal wait times.
- Maintained customer satisfaction through forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Updated account information to maintain accurate customer records and created a detailed database to develop promotional sales.
Assistant Manager
PLS Financial Services
Charlotte, NC
01.2022 - 01.2023
- Generated repeat business by providing exceptional and knowledgeable customer service.
- Developed a loyal and highly satisfied customer base through proactive management of team customer service strategies.
- Monitored cash intake and deposit records, which increased accuracy and reduced discrepancies.
Assistant Manager
The UPS Store
Charlotte, NC
11.2018 - 08.2020
- Maintained high levels of sanitation and orderliness throughout the center.
- Assisted customers hands-on, assessing their needs and staying current on consumer preferences.
- Managed front desk inventory and store upkeep.
- Notarized legal documents.
Customer Service Representative
QVC Call Center
Charlotte, NC
03.2018 - 11.2018
- Delivered exceptional customer service by leveraging extensive knowledge of products and services.
- Investigated and quickly resolved customer inquiries and complaints.
- Proactively and positively responded to rapid changes.
Customer Service Representative
Wayfair.com
Charlotte, NC
05.2016 - 01.2018
- Handled customer inquiries and suggestions courteously and professionally.
- Maintained customer satisfaction with strategies focused on addressing customer needs and resolving concerns.
- Answered a constant flow of customer calls with minimal wait times.
Education
High School Diploma - undefined
Garinger High School
Charlotte, NC06.2017
Skills
- Achieved high customer satisfaction through effective communication and support Delivered prompt assistance via live chat messaging while maintaining professionalism in challenging situations Cultivated an upbeat atmosphere to enhance customer experiences
- Achieved streamlined data entry and maintenance through effective management of documentation processes Enhanced records management systems to facilitate quick access to information Maximized the use of Microsoft Word, Excel, and PowerPoint to deliver impactful presentations and reports
- Reviewed and refined written materials, applying exceptional attention to detail for optimal presentation and accuracy
Certification
Notary Public
Languages
Spanish (Native or Bilingual)
Timeline
Customer Solutions
Spectrum
01.2026 - Current
Teller
Wells Fargo
04.2024 - 04.2025
Customer Service Representative
TD Bank
02.2023 - 02.2024
Assistant Manager
PLS Financial Services
01.2022 - 01.2023
Assistant Manager
The UPS Store
11.2018 - 08.2020
Customer Service Representative
QVC Call Center
03.2018 - 11.2018
Customer Service Representative
Wayfair.com
05.2016 - 01.2018
High School Diploma - undefined
Garinger High School