Enrique Hernandez
Austin,TX
Summary
Passionate about promoting lasting customer satisfaction by delivering quality service and unparalleled support. Proficient in customer service best practices and related options. Experienced Customer Service Representative fluent in English and Spanish language. Professional employee dedicated to providing excellent service to current and new customers. Comfortable working in fast-paced environment attending to customer service needs including incoming calls, product questions, issue resolution and order processing.
Overview
8
8
years of professional experience
Work History
Customer Service Representative
G2 Innovative Solutions
08.2019 - 12.2021
- Provided excellent enterprise-wide customer service and call center support for the
- Department of Veterans Affairs, Financial Service Center (FSC)
- Assisted with financial, travel, and payroll-related inquiries, ensuring efficient and accurate resolution
- First-Level Contact: Responded to inbound calls, identified client needs, and provided superior service and resolution
- Problem Resolution: Escalated unresolved queries, tracked, routed, and redirected problems to the correct resources
- Customer Interaction: Walked customers through problem-solving processes and ensured follow-up to guarantee resolution
- Documentation: Updated customer data, produced activity reports, and ensured proper recording and documentation
- Technical Support: Solved basic technical problems and provided support in all assigned areas
- Client Relations: Represented VA FSC professionally via phone, email, and instant message communication.
Cabinet Maker
Bat City Custom Cabinets
01.2017 - Current
- Contributed to the creation and installation of custom cabinets, ensuring precision in measurements
- Craftsmanship: Sanded all woodwork, built, and installed cabinets with a focus on precision.
Manager
Chuck E Cheese
06.2016 - 10.2019
- Managed daily operations of a family dining and entertainment restaurant, focusing on quality shifts, sales, and profitability
- Leadership: Served as an opening coordinator and entry-level restaurant manager, making daily decisions to ensure product quality, store cleanliness, and company standards
- Financial Management: Monitored shift profitability, implemented cost control procedures, and managed inventory levels and labor
- Team Training: Trained and empowered team leaders, supervised cast members, and provided daily performance feedback
- Customer Service: Maintained high-level service, addressed guest objections, and exceeded performance targets
- Multi-Tasking: Handled various roles, including game room attendant, cashier, party host, kid check attendant, costume character, and kitchen attendant.
- Achieved departmental goals by developing and executing strategic plans and performance metrics.
- Increased team productivity by implementing streamlined processes and effective communication strategies.
- Reduced operational costs through comprehensive process improvement initiatives and resource management.
- Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.
Education
Del Valle High School, Austin Community College
Del Valle, Austin, TXNo Degree - Medical Assisting
Austin Community College
Austin, TXSkills
- Customer Service:
- Proven experience in high-volume call center environments
- Communication: Strong verbal and written communication skills
- Technical Skills: Working knowledge of help desk software and databases
- Organizational: Strong organizational and multitasking skills
- Analytical: Strong analytical and troubleshooting skills
- Software: Proficiency in Microsoft Word, Excel, etc
- Staff Training
- Problem-Solving Abilities
- Team Development
- Customer Relationship Management (CRM)
- Call Center Operations
- Information Security
- Data Entry
Timeline
Customer Service Representative
G2 Innovative Solutions
08.2019 - 12.2021
Cabinet Maker
Bat City Custom Cabinets
01.2017 - Current
Manager
Chuck E Cheese
06.2016 - 10.2019
Del Valle High School, Austin Community College
No Degree - Medical Assisting
Austin Community College
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