Ruby Hernandez Galvan
Reno,NV
Summary
Dynamic customer service professional with proven success at Unisource Worldwide, excelling in bilingual communication and conflict resolution. Recognized for enhancing customer satisfaction through effective problem-solving and training initiatives. Adept at utilizing CRM software to streamline order processing, ensuring timely delivery and fostering strong client relationships.
Overview
5
5
years of professional experience
1
1
Certification
Work History
Customer Service Representative
Unisource Worldwide
09.2023 - 02.2025
- Resolved customer inquiries through effective communication and problem-solving techniques.
- Processed orders efficiently using CRM software to ensure accuracy and timely delivery.
- Collaborated with team members to streamline workflows, enhancing service response times.
- Trained new staff on customer service protocols and best practices for improved performance.
- Resolved customer inquiries promptly, ensuring a high level of satisfaction and loyalty.
- Provided bilingual support to customers via phone and email, enhancing communication effectiveness.
- Handled escalated issues with professionalism, implementing solutions that met customer needs effectively.
- Assisted customers with Spanish-language inquiries in a timely and professional manner.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Met all call quality standards and daily quotas for first-call resolution.
- Translated documents, forms and other materials from English to Spanish.
- Developed strong relationships with clients by offering personalized assistance tailored to their individual needs and preferences.
- Collaborated with team members to improve overall call center efficiency and performance, resulting in reduced wait times and increased productivity.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Managed timely and effective replacement of damaged or missing products.
Student Employee
Sierra Nevada Job Corps
03.2022 - 06.2023
- Facilitated daily operations by assisting staff and maintaining program schedules.
- Supported student engagement activities, enhancing community involvement and participation.
- Managed inventory supplies, ensuring availability for training programs and workshops.
- Trained new employees on operational procedures and safety protocols for effective onboarding.
- Worked efficiently to handle routine office needs and important tasks for special projects.
- Implemented time management techniques to complete tasks efficiently and meet deadlines consistently.
- Supported office and field workers by fielding phone calls, scheduling appointments and processing mail.
- Worked in team environment to maintain high levels of productivity.
- Completed research, compiled data, and assisted in timely reporting.
- Took and followed detailed directions from others.
- Maintained tidy and organized environment to comply with cleanliness standards.
Package Handler Trainer
UPS Freight
10.2021 - 03.2022
- Trained new package handlers on safety protocols and operational procedures.
- Conducted hands-on demonstrations of equipment usage and handling techniques.
- Assisted in developing training materials for improved onboarding processes.
- Evaluated trainee performance to ensure adherence to company standards.
- Maintained accurate records of trainee progress and assessments.
- Implemented feedback mechanisms for continuous improvement of training programs.
- Increased employee retention, providing consistent feedback and constructive criticism during one-on-one coaching sessions.
- Reduced workplace injuries with thorough safety training and regular reinforcement of safe work practices.
Package Handler
Urban Outfitters, Inc.
05.2020 - 10.2021
- Operated package sorting equipment to ensure efficient processing of shipments.
- Loaded and unloaded merchandise from delivery trucks, maintaining organization in loading areas.
- Inspected packages for damage and accuracy, ensuring quality control standards were met.
- Collaborated with team members to achieve daily shipping targets and improve workflow efficiency.
- Maintained cleanliness and safety of work areas, adhering to company safety protocols consistently.
- Followed safety regulations to maintain safe work environment.
- Improved package handling efficiency by implementing proper sorting and organizing techniques.
Education
High School Diploma -
Sierra Nevada Job Corps
Reno, NVSkills
- Customer relationship management
- Bilingual communication
- Order processing
- Conflict resolution
- Training and development
- Quality assurance
- Call center operations
- Performance evaluation
- Time management
- 55 WPM
- Customer satisfaction tracking
- Problem resolution strategies
- Document translation
- Safety protocol adherence
- Customer service
- Critical thinking
- Active listening
- Data entry
- Call center experience
- Customer relations
- Problem resolution
- Complaint handling
- Computer proficiency
- Payment processing
- Complaint resolution
- Microsoft Excel
- Scheduling
- Follow-up skills
- Call management
- Paperwork processing
- Appointment scheduling
- Team development
- Administrative support
- Microsoft Office Suite
- Documentation
- Data collection
- Customer relationship management (CRM)
- Staff training
- Technical support
- Clerical support
- Filing
- Order fulfillment
- Account management
- Research
- Spreadsheets
- Staff education and training
- Shipping and logistics
- CRM software
- Warehousing functions
- Delivery scheduling
- CRM software proficiency
- Business development
Certification
- CMAA - Certified Medical Administrative Assistant
Languages
English
Full Professional
Spanish
Native or Bilingual
Timeline
Customer Service Representative
Unisource Worldwide
09.2023 - 02.2025
Student Employee
Sierra Nevada Job Corps
03.2022 - 06.2023
Package Handler Trainer
UPS Freight
10.2021 - 03.2022
Package Handler
Urban Outfitters, Inc.
05.2020 - 10.2021
High School Diploma -
Sierra Nevada Job Corps