Summary
Overview
Work History
Education
Skills
Timeline
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Omar Hernandez

San Antonio

Summary

Committed to quickly and thoroughly answering customer and agent questions. Passionate about promoting lasting customer satisfaction by delivering quality service and unparalleled support. Proficient in customer service best practices and related options. Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities.

Overview

7
7
years of professional experience

Work History

Viewer Experience Advocate ll

Hulu
01.2020 - Current
  • As a Disney VXA 2, I assist tier 1 agents with escalated account issues and take over calls requiring higher support at the viewer's request
  • I de-escalated problematic customer concerns, maintaining a calm, friendly demeanor
  • I take double chats while sending emails and calling viewers back when the queue is high for viewer escalations
  • I retain all performance requirements and policies: survey, ACW, adherence, average handle time, and quality.

Viewer Experience Advocate

Hulu
04.2018 - Current
  • As a VXA, I assisted viewers directly through chat or phone with account issues, such as billing, technical, or general questions regarding Hulu
  • I would maintain all performance requirements and policies: survey, ACW, adherence, and quality
  • I helped launch D+ and was one of the first ten selected for the BTNY Pilot, where we worked on escalated cases for D+, such as missing promotions, account bans, missing D+ gift subscriptions, and IP address issues.

Driver

Uber
01.2018 - 03.2018
  • Waited for passengers at designated high-volume locations such as airports and popular nightlife spots.

Sales Representative

Atento
01.2017 - 12.2017
  • Promoted available Apple products and services to customers during service, account management and order calls.

Education

High School Diploma -

Harlandale High School
San Antonio, TX
05.2015

Skills

  • Strong verbal and written communication skills
  • Strong time management and organizational skills
  • Great attention to detail
  • Strong technical competence
  • 8 years of customer support work experience
  • Excellent interpersonal and communication skills, both written and verbal

Timeline

Viewer Experience Advocate ll

Hulu
01.2020 - Current

Viewer Experience Advocate

Hulu
04.2018 - Current

Driver

Uber
01.2018 - 03.2018

Sales Representative

Atento
01.2017 - 12.2017

High School Diploma -

Harlandale High School

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Omar Hernandez