Rosalind Hernandez
TadiBrothers
Hurst,USA
4
Languages
1
Certification
17
Years of experience
Results-driven professional with significant expertise in client management and contract negotiation. Possesses track record of securing favorable agreements and streamlining processes. Known for fostering team collaboration and maintaining flexibility to meet evolving demands.
Work History
Agent Support Representative (Contact Center)
6 Months- Supported newly hired Loyalty Specialists by clarifying products, services, and processes to enhance their onboarding experience.
- Recommended resolutions tailored to member inquiries, ensuring alignment with company guidelines and improving customer satisfaction.
- Documented inquiries from the Agent Support Line in the tracking form to maintain accurate records and facilitate issue resolution.
- Compiles and analyzes recurring questions to develop FAQs and escalate insights to leadership for integration into training materials.
Loyalty Specialist I (Contact Center)
10 Months- Provides customer support for members of First National Bank of Omaha (FNBO), United Services Automobile Association (USAA), First Citizens Bank (FCB), Verizon Access, Royal Bank of Canada (RBC), RBC Caribbean, and Navy Federal Credit Union.
- Manages a high volume of inbound calls while consistently meeting or exceeding client service level agreements (SLAs), quality standards, and productivity metrics.
- Assisted members with loyalty program inquiries, account support, point redemptions, and program benefits, ensuring high levels of customer satisfaction.
- Maintains expertise in client-specific loyalty program policies, procedures, and guidelines to ensure accurate information and regulatory compliance.
- Resolved customer concerns by owning issues, de-escalating challenging situations, and providing timely, effective solutions that enhanced member experience.
- Utilizes internal systems and tools, including JIRA, Microsoft Teams, Outlook, Microsoft Copilot, Verint, ADP, and Five9, to document interactions, track cases, resolve member inquiries, and escalate complex issues through established protocols.
- Built positive relationships with members through active listening, empathy, and clear communication, fostering trust and loyalty.
Senior Recruiter
3 Years 7 Months- Identified and recruited top candidates for company positions, enhancing overall team quality
- Conducted initial interviews and recommended qualified applicants to company's owner, streamlining hiring process
Senior Sales Representative / Senior Customer Service Representative
6 Years 2 Months- Responds to customer inquiries via phone, live chat, and SMS regarding backup camera systems for cars, SUVs, RVs, trailers, campers, motorhomes, and commercial vehicles.
- Followed up on missed calls and customer callbacks to resolve inquiries, deliver product information, and facilitate the sales process from inquiry to purchase.
- Follows up on missed calls and customer callbacks to address questions, provide product information, and support the sales process from inquiry to purchase.
- Recommended appropriate products, addressed customer objections, and ensured a seamless purchasing experience for retail and commercial clients to enhance sales.
- Processed customer orders accurately through CRM platforms, company websites, and internal systems to ensure timely fulfillment and delivery.
- Trained and mentored new team members on customer service best practices, sales processes, product knowledge, CRM usage, and effective communication techniques.
- Troubleshoots technical issues involving backup camera systems, including installation, pairing, wiring, cabling, calibration, configuration, and system navigation.
- Guided customers through installation procedures and provided model-specific manuals and documentation to ensure successful setup and satisfaction post-sale.
Intake Specialist
9 Months- Conducted research to assess merit of prospective clients’ claims
- Entered and maintained client information in computer systems
- Collaborated with law firms in various specialties to increase referral network
- Executed administrative support tasks
Appointment Setting Manager
2 Months- Generated and maintained leads through Apollo.io, LinkedIn, Excel, Dripify, Google, and Facebook to support sales initiatives
- Exported data, conducted sales calls, and delivered sales presentations to engage potential clients
- Scheduled meetings with potential clients to discuss services
- Managed Monday.com CRM for project tracking
- Conducted coaching sessions for Appointment Setters and monitored team performance through daily, weekly, and monthly reports
- Facilitated team meetings to enhance department efficiency and performed call monitoring sessions for quality assurance
- Completed a three-month internship to gain practical experience in the field.
Lead Generation Specialist / Appointment Setter
10 Months- Generated qualified leads using Apollo.io, LinkedIn, Excel sheets, Dripify, Google search engine, and Facebook, contributing to sales pipeline growth.
- Exported and analyzed data to engage leads through calls, successfully setting up meetings and facilitating sales.
- Delivered targeted sales presentations to potential clients, effectively communicating value propositions.
Social Media Manager
10 Months- Managed social media pages on Facebook, Instagram, and LinkedIn, increasing reach and engagement through targeted content strategies
- Published engaging content consistently to expand audience base and drive interaction
- Responded promptly to customer messages, resolving concerns and fostering positive community engagement across all platforms
Inside Sales Representative
4 Years 4 Months- Contacted and qualified leads through outbound calls, identifying potential clients and creating business opportunities.
- Scheduled and coordinated appointments between prospects and sales team, ensuring timely follow-ups to maintain engagement.
- Attended client meetings, documenting key discussion points, decisions, and action items for effective follow-up.
- Attended client meetings and accurately documented key discussion points, decisions, and action items.
Licensed Financial Advisor
1 Year 2 Months- Recommended and presented tailored financial products based on client needs and requirements
- Prospected clients using platforms such as LinkedIn, Facebook, Instagram, and email
- Processed life insurance applications, ensuring accuracy and compliance for timely client coverage
- Conducted policy anniversary reviews, enhancing client satisfaction and maintaining relevance of their coverage
- Followed up with potential clients, effectively closing pending transactions to secure new business
Search Engine Optimization Expert / Adwords Specialist / Social Media Manager
1 Month- Optimized online presence, securing first-page listing on Google
- Managed Google Adwords campaigns to increase visibility and drive targeted traffic
- Oversaw social media platforms for vacation rental property, fostering engagement and strengthening brand presence
- Completed a two-month project
Marketing Assistant
2 Years 9 Months- Assisted CEO in providing nationwide clients with life insurance, long-term care insurance, disability insurance, medical insurance, and fixed/index annuities solutions
- Utilized LinkedIn to connect with and engage target customers and clients
- Crafted marketing messages via LinkedIn to arrange meetings and calls
- Prepared detailed notes for scheduled meetings to ensure smooth communication and follow-ups
Trainer / Sales and Support Specialist / Business Development Associate
2 Years 10 Months- Managed administrative and support tasks, ensuring accurate data entry through LinkedIn and email platforms to maintain current client records
- Conducted cold calls to engage, qualify, and convert identified prospects into potential clients
- Scheduled and coordinated meetings between prospects and clients, ensuring smooth communication and preparation
- Recorded meeting discussions, maintained detailed documentation, and tracked follow-up actions to ensure accountability and next-step execution
- Scheduled and coordinated meetings between prospects and clients to facilitate effective communication and preparation
- Recorded meeting discussions and tracked follow-up actions to ensure accountability and execution of next steps
Business Development Associate
1 Month- Conducted cold calls to engage and qualify prospects, contributing to lead generation
- Scheduled and coordinated meetings with prospects and clients to facilitate relationship building
- Documented meeting discussions and maintained records for follow-up actions, ensuring clear communication
Hiring Manager
1 Month- Engaged with interested candidates to promote financial literacy seminars to invite them to seminars on financial literacy
- 2 months
- Led recruitment strategies to enhance talent acquisition processes.
- Developed training programs to improve staff performance and retention.
- Streamlined hiring procedures, reducing time-to-fill for key positions.
Appointment Setter
2 Months- Engaged with auto dealerships to introduce analytics metrics to introduce analytics metrics and set up demo meetings
- 3 months
- Initiated outbound calls to schedule appointments with prospective clients.
- Developed scripts for effective communication and engagement during calls.
- Managed scheduling systems to ensure optimal appointment flow and resource allocation.
Senior Online Marketing Expert / Retention Specialist (Contact Center)
1 Year- Recommended effective advertising strategies across platforms including Google Ads (AdWords), Facebook, and YouTube, tailored to clients' business needs with a dual focus on first-page visibility and long-term customer retention.
- Recommended targeted advertising strategies across Google Ads, Facebook, and YouTube, tailored to clients' needs, enhancing first-page visibility and fostering long-term customer retention.
- Suggested improvements to clients' websites and social media platforms to enhance online presence, engagement, and retention, with the goal of supporting top rankings on Google's first page and sustained audience interaction; strategies included optimizing landing pages for quality score and conversion, integrating retargeting pixels, and leveraging engaging video content on YouTube and Facebook to encourage repeat engagement and brand loyalty.
- Suggested website and social media improvements to boost online presence and engagement, focusing on strategies to achieve top rankings on Google, including optimizing landing pages for conversion and integrating retargeting pixels.
- Advised on website and social media optimization to strengthen online visibility, engagement, and brand presence.
- Implemented SEO and ad campaign techniques to help clients achieve front-page placement on Google search results.
- Retained clients by providing data-driven recommendations for improving website performance, YouTube video content, and social media strategies, resulting in renewed marketing partnerships.
- Retained clients through data-driven recommendations for enhancing website performance and social media strategies, facilitating renewed marketing partnerships.
Quality Assurance Analyst (Contact Center)
1 Year 3 Months- Monitored sales and retention calls to ensure adherence to quality standards, enhancing customer experience
- Evaluated agent performance during sales calls, emphasizing communication skills and call handling effectiveness
- Provided feedback to agents, emphasizing strengths and identifying areas for improvement to foster skill development
- Suggested actionable strategies to enhance call quality and overall sales performance
Customer Service Associate (Contact Center)
5 Months- Managed a high volume of inbound customer calls while providing professional and efficient service.
- Resolved customer inquiries about annuity products with clear explanations of policy terms, benefits, and payment options.
- Assessed customer needs and recommended suitable upgrades or alternative annuity options to enhance their financial security and maximize returns.
- Facilitated understanding of annuity calculations, payout structures, and tax implications, empowering policyholders to make informed decisions aligned with financial goals.
- Delivered personalized solutions that aligned clients' annuity plans with retirement objectives and financial expectations.
Online ESL Teacher
1 Year 9 Months- Delivered structured lessons that enhanced learner engagement and understanding
- Provided targeted feedback to support individual student language development
- Prepared comprehensive reports on students' progress to inform future instructional strategies
Customer Service Representative (Contact Center)
1 Year 5 Months- Managed a high volume of inbound customer calls while providing professional and efficient service.
- Assisted Virgin Mobile customers with inquiries and concerns about phone services, including account management, billing issues, service plans, and technical troubleshooting, resulting in enhanced customer understanding and loyalty.
- Managed account inquiries related to data usage, billing cycles, and payment issues, ensuring accurate updates and timely resolution.
- Provided prompt and effective resolution to service disruptions, plan adjustments, and device compatibility issues, ensuring customer satisfaction and minimal downtime.
- Managed account inquiries regarding data usage, billing cycles, and payment issues, ensuring accurate updates and timely resolutions, contributing to improved customer satisfaction.
- Delivered exceptional customer service by demonstrating patience, empathy, and thorough knowledge of Virgin Mobile’s offerings, fostering a positive customer experience and increasing customer retention.
Instructor
3 Months- Delivered Technical Communication courses for Civil and Mechanical Engineering students and Technical Writing for Industrial Technology students, fostering effective communication skills essential for their disciplines
- Designed and developed comprehensive syllabus aligned with semester objectives, ensuring clarity and focus on student learning outcomes
- Conducted personalized coaching sessions with constructive feedback, enhancing students' engagement and management skills in classroom settings
Quality Assurance Analyst
2 Years 7 Months- Monitored customer service and technical support calls, ensuring adherence to quality standards.
- Evaluated agents' performance during calls, emphasizing protocol adherence and communication effectiveness.
- Recommended actionable strategies to enhance call quality and overall customer experience
- Recommended strategies to enhance call quality and improve customer experience.
Customer Service Representative (Supervisors Team - Contact Center)
10 Months- Managed a high volume of inbound customer calls while providing professional and efficient service.
- Answered customer inquiries regarding products, services, and account information with accuracy and empathy.
- Resolved product, service, billing, and technical issues by identifying root causes and delivering effective solutions.
- Delivered exceptional customer experiences by building rapport and resolving concerns efficiently.
- Processed customer orders, service requests, account updates, and product purchases accurately.
- Maintained accurate customer records by documenting all interactions and updating account information.
- Maintained accurate customer records by documenting interactions and updating account information to ensure seamless service.
- Escalated complex issues to appropriate departments to ensure timely resolution.
- Identified recurring customer issues and communicated trends to management, contributing to targeted process improvements.
- Completed ongoing training to enhance product knowledge and improve technical and customer service skills.
- Met performance, quality, productivity, and attendance goals while achieving zero audit findings and ensuring full compliance with client Zero Tolerance Policy (ZTP).
Customer Service Representative (Contact Center)
9 Months- Handled high volume of inbound customer calls, delivering professional and efficient service to enhance customer satisfaction.
- Assisted AT&T Mobile customers with inquiries and concerns regarding mobile services, including account management, billing issues, service plan adjustments, and technical troubleshooting, ensuring timely and efficient resolution.
- Provided expert guidance on device activations, plan upgrades, network issues, and feature enhancements, ensuring a seamless experience for customers.
- Recorded call details, interactions, and resolutions in CRM system, ensuring accurate follow-ups and adherence to quality assurance standards.
Education
Bachelor of Science - Elementary Education, General Education
Skills
Customer service
Service support
Customer satisfaction
Clear communication
Relationship building
Needs assessment
Call routing
Information documentation
Analytical thinking skills
Adaptability
Information documentation
Accomplishments
- Achieved 100% resolution rate through effectively helping with taking inbound and outbound calls.
- Collaborated with team of 20 in the development of Agent Support Team.
- Documented and resolved rewards and promotion concerns which led to high satisfaction rate from members and clients.
- Consistently converted warm leads and incoming inquiries into long-term clients across phone, chat, and email channels by applying consultative, needs-based sales strategies.
- Successfully managed full sales cycles and outbound follow-up cadences across the advertising, marketing, and finance sectors to drive account acquisition and retention.
- Executed targeted lead generation and inside sales initiatives at organizations including Tadibrothers and MoreMeetings Inc., consistently meeting or exceeding key performance indicators.
- Managed high-volume inbound and outbound communications across multi-channel environments while maintaining strong client satisfaction and resolution metrics.
- Developed structured follow-up cadences to re-engage prospective and inactive clients, boosting overall customer retention rates.
- Streamlined client onboarding and appointment scheduling as an Intake Specialist, ensuring precise data entry and client record tracking across CRM platforms.
- Trained and mentored support team members on call management procedures, consultative sales techniques, and CRM workflows.
- Collaborated across teams to refine communication protocols and customer feedback loops, improving service delivery and team response times.
- Earned the Google Ads Display Certification to enhance digital campaign understanding and lead generation capabilities.
Certification
- Top QA Analyst
- Leadership Training focused on Character and Competency Building
- On Page SEO & Keyword Research With Artificial Intelligence
Languages
English (Full Professional)
Dutch (Elementary)
Cebuano (Native or Bilingual)
Filipino (Native or Bilingual)
Interests
Documenting and sharing travel experiences.
I enjoy helping others and giving back to the community.
Volunteering
Swimming
Fundraising Events
Reading
Blogging/Vlogging
Volunteer Work
Personal Development and Self-Improvement
Enjoy participating in community organization that helps the Hurst Police Department
Timeline
Agent Support Representative (Contact Center)
Kobie
02.2026 - CurrentRead More
Loyalty Specialist I (Contact Center)
Kobie
10.2025 - CurrentRead More
Appointment Setting Manager
TadiBrothers
03.2024 - 05.2024Read More
Intake Specialist
Riz Injury Law
11.2023 - 08.2024Read More
Lead Generation Specialist / Appointment Setter
TadiBrothers
07.2023 - 05.2024Read More
Social Media Manager
TadiBrothers
07.2023 - 05.2024Read More
Senior Recruiter
TadiBrothers
01.2023 - CurrentRead More
Licensed Financial Advisor
Sun Life
10.2021 - 12.2022Read More
Search Engine Optimization Expert / Adwords Specialist / Social Media Manager
Blue Adobe
05.2021 - 06.2021Read More
Business Development Associate
Equinix
09.2020 - 10.2020Read More
Senior Sales Representative / Senior Customer Service Representative
TadiBrothers
06.2020 - CurrentRead More
Hiring Manager
Transamerica Financial Advisors, Inc.
02.2020 - 03.2020Read More
Appointment Setter
sMedia
06.2019 - 08.2019Read More
Inside Sales Representative
MoreMeetings.com
09.2018 - 01.2023Read More
Marketing Assistant
bjfinanceservices
09.2018 - 06.2021Read More
Trainer / Sales and Support Specialist / Business Development Associate
Big M Marketing
08.2018 - 06.2021Read More
Senior Online Marketing Expert / Retention Specialist (Contact Center)
411BPO Cebu
09.2017 - 09.2018Read More
Quality Assurance Analyst (Contact Center)
EXL Service Philippines, Inc.
06.2016 - 09.2017Read More
Customer Service Associate (Contact Center)
EXL Service Philippines, Inc.
01.2016 - 06.2016Read More
Online ESL Teacher
Bibo Global Opportunity
04.2014 - 01.2016Read More
Customer Service Representative (Contact Center)
Accenture
10.2013 - 03.2015Read More
Instructor
Cebu Technological University (CTU)
07.2013 - 10.2013Read More
Quality Assurance Analyst
Qualfon
03.2011 - 10.2013Read More
Customer Service Representative (Supervisors Team - Contact Center)
Qualfon
05.2010 - 03.2011Read More
Customer Service Representative (Contact Center)
SYKES
06.2009 - 03.2010Read More
University of Cebu
Bachelor of Science from Elementary Education, General Education
Read More