Summary
Overview
Work History
Education
Skills
Languages
Timeline
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REBECA HERNANDEZ

El Paso,TX

Summary

Adept at managing high-stress situations and resolving customer complaints with empathy, I significantly enhanced customer loyalty at MASA From Thompson. Leveraging skills in customer service, problem-solving, and Microsoft Office Suite, I consistently delivered results that aligned with company goals and customer satisfaction, demonstrating exceptional communication and critical thinking abilities. Knowledgeable and dedicated customer service professional with extensive experience in [Type] industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals. Hardworking and passionate job seeker with strong organizational skills eager to secure entry-level [Job Title] position. Ready to help team achieve company goals. To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills. 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. Committed to maintaining professional relationships to increase profitability and drive business results.

Overview

23
23
years of professional experience

Work History

Customer Service Specialist

Integra Insurance Services Insurance
03.2018 - Current
  • Handled escalated calls calmly, finding resolutions that satisfied both the company and the customer''s needs.
  • Managed high call volume while maintaining a courteous and professional demeanor.
  • Assisted new employees with training, sharing best practices for handling difficult situations and achieving positive outcomes.
  • Adapted quickly to changes in company policies or procedures ensuring consistency in delivering accurate information to customers.
  • Enhanced customer satisfaction by resolving issues promptly and professionally.
  • Established trust with clients through clear communication, patience, and understanding their unique challenges fully before offering solutions tailored to their needs.
  • Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
  • Ensured timely follow-up on pending cases, reducing the number of unresolved issues significantly over time.
  • Maintained and managed customer files and databases.
  • Conducted thorough research to address complex customer issues, ensuring complete resolution within specified timeframes.
  • Overcame language barriers when necessary by utilizing translation tools or coordinating assistance from multilingual colleagues.
  • Handled customer inquiries and suggestions courteously and professionally.
  • Answered customer telephone calls promptly to avoid on-hold wait times.

Customer Service Representative

MASA From Thompson
01.2019 - 01.2020
  • Handled customer inquiries and suggestions courteously and professionally.
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
  • Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.

Nurse Assistant

Medical Center Of Specialities
04.2001 - 11.2003
  • Performed comprehensive physical examinations and documented patient histories to gather information and identify health issues.
  • Ordered and interpreted diagnostic tests to develop and implement treatment plans.
  • Prescribed and managed pharmacological and non-pharmacological treatments to treat underlying causes and relieve symptoms.
  • Provided medical services and care to patients with chronic and acute conditions.
  • Discussed care plans with patients and explained test results and proper use of medications.
  • Educated patients on disease prevention and management strategies, promoting healthier lifestyles.
  • Collaborated with interdisciplinary team members to optimize patient care and streamline processes.
  • Appropriately diagnosed and treated variety of diseases and injuries through careful questioning and assessment of patient symptoms.
  • Provided comprehensive healthcare services for diverse populations, addressing acute and chronic conditions.
  • Advocated for patients to ensure they received necessary resources and support from healthcare providers and insurance companies alike.
  • Provided elderly patients with preventative health measures including vaccinations, screenings, medication adjustments according to age-related needs.
  • Educated patients on treatment options, medical needs, and non-medical options for treatments and therapy.

Education

Associate of Science - Biomedical Sciences

Institute of Biomedical Sciences
Cd Juarez Chihuahua
06.2003

Skills

  • Customer Service
  • Good communication skills
  • Customer Relations
  • Call center experience
  • Complaint Handling
  • Problem Resolution
  • De-Escalation Techniques
  • Data Entry
  • Problem-solving abilities
  • Computer Proficiency
  • Microsoft Outlook
  • Critical Thinking
  • Documentation
  • Office equipment proficiency
  • Live chat support
  • Microsoft Office Suite
  • Paperwork Processing
  • Data Collection
  • Sales closing
  • Appointment Scheduling
  • Coordination
  • Payment Processing
  • Scheduling
  • Report creation

Languages

Spanish
Full Professional
English
Full Professional
Portuguese
Limited Working

Timeline

Customer Service Representative

MASA From Thompson
01.2019 - 01.2020

Customer Service Specialist

Integra Insurance Services Insurance
03.2018 - Current

Nurse Assistant

Medical Center Of Specialities
04.2001 - 11.2003

Associate of Science - Biomedical Sciences

Institute of Biomedical Sciences
REBECA HERNANDEZ