Rosalinda Hernandez
San Antonio,TX
Summary
A results driven, self-motivated, resourceful Customer Support Supervisor with 15+ years progressive experience in military environments, office management, administration, liaison support and most recently, Desktop and Application Support. Enjoys working collaboratively with Project Managers and team members to build strength into personnel management and efficiency into operations. Exercises sound judgment, completes tasks and meets deadlines while working well under pressure. Enjoys thinking outside the box to facilitate resolutions. Currently holds an ADP-II level clearance and ITILv4 Foundation certification.
Overview
22
22
years of professional experience
Work History
Application Support Supervisor
Peraton
San Antonio, TX
09.2018 - Current
- Coached employees through day-to-day work and complex problems.
- Established and updated work schedules to account for changing staff levels and expected workloads.
- Monitored employee and customer interactions to assess quality of service.
- Assessed QA feedback to correct deficiencies and aid in process improvement.
Customer Support Supervisor
Enterprise Inc.
San Antonio, TX
08.2010 - 09.2018
- Verified accurate data entry and maintenance of information in SAP CRM system.
- Assisted team members in resolving customer satisfaction issues.
- Monitored employees' productivity, accuracy and adherence to defined processes by using dashboards and other reporting tools to enable proactive action on delays compromising customer care.
- Improved customer satisfaction scores through application of superior conflict resolution and problem-solving skills.
Supervisor
US Army
Savannah, Georgia
10.1994 - 12.2004
- Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
- Handled customer complaints, resolved issues and adjusted policies to meet changing needs.
- Evaluated employee performance and coached and trained to improve weak areas.
- Maintained compliance with company policies, objectives and communication goals.
- Set overall vision and provided team leadership.
Education
No Degree - Buisiness
Southern New Hampshire University
Manchester, NHAssociate of Arts - Liberal Arts And General Studies
Central Texas College
Killeen, TX12.2010
Skills
- Office Management
- Report Analysis
- Staff Training
- Customer Satisfaction
- Operational Support
- Administrative Support
Timeline
Application Support Supervisor
Peraton
09.2018 - Current
Customer Support Supervisor
Enterprise Inc.
08.2010 - 09.2018
Supervisor
US Army
10.1994 - 12.2004
No Degree - Buisiness
Southern New Hampshire University
Associate of Arts - Liberal Arts And General Studies
Central Texas College
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