Overview
Work History
Education
Skills
Affiliations
Languages
References
Timeline
Generic

Ruby Hernandez

San Antonio,TX

Overview

13
13
years of professional experience

Work History

Customer Service Support Specialist

Southwest Airlines
Phoenix, AZ
05.2011 - 08.2024
  • Answered customer inquiries via phone, email, and chat services.
  • Provided technical assistance to customers regarding products or services.
  • Resolved customer complaints in a timely manner.
  • Maintained up-to-date knowledge of company products and services.
  • Updated customer information in the customer service database.
  • Processed payments for customer orders.
  • Handled escalated calls from customers seeking additional support.
  • Provided training and mentoring to new hires on the team.
  • Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
  • De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
  • Maintained positive working relationship with fellow staff and management.
  • Provided translation assistance for customers with limited English proficiency.

Education

High School Diploma -

Barry Goldwater High School
Phoenix, AZ
05-1998

Skills

  • CRM Software
  • Complaint Handling
  • Organization
  • Refunds processing
  • Promotional support
  • Positive and professional
  • Call Management
  • Consultative Sales
  • Information Security

Affiliations

Guide Dogs of America advocate

Languages

Spanish
Native/ Bilingual

References

References available upon request.

Timeline

Customer Service Support Specialist

Southwest Airlines
05.2011 - 08.2024

High School Diploma -

Barry Goldwater High School

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Ruby Hernandez