Shirling Hernandez
Los Angeles,CA
Summary
Professional with strong background in customer interactions and service solutions. Highly skilled in conflict resolution, communication, and problem-solving, ensuring customer satisfaction and loyalty. Effective team collaborator, adaptable to changing needs, and consistently focused on achieving results through efficient and empathetic service. Known for reliability and proactive approach to meeting customer and organizational goals.
Quality assurance professional with significant experience ensuring product and process quality. Proven ability to identify and rectify defects, enhancing operational efficiency and client satisfaction. Reliable team player with strong focus on collaboration and adaptability to changing needs and priorities.
Overview
1
1
year of professional experience
Work History
Costumer Service Representative
PLS Check Cashing
02.2024 - 10.2024
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Trained new Customer Service Representatives on company policies, procedures, and best practices.
- Educated customers about billing, payment processing and support policies and procedures.
- Responded proactively and positively to rapid change.
- Calculated correct order totals, updated accounts, and maintained detailed records for inventory management.
Quality Control Technician
Hacor Inc
06.2023 - 01.2024
- Maintained quality documentation and records for conformance with relevant standards.
- Collaborated with production teams to address and resolve quality concerns, improving overall product reliability.
- Inspected raw materials and finished products to verify quality and disposed items that did not meet safety requirements.
- Evaluated samples against standards by completing measurements, visual inspections, and other established tests.
- Performed thorough inspections of incoming materials and outgoing products.
- Proposed corrective actions to address recurring quality issues.
- Trained new team members on proper quality control techniques, fostering a culture of excellence within the department.
- Helped uncover and fix production problems in order to reduce overall defect rates.
- Assisted management in maintaining ISO certification through diligent documentation and adherence to established protocols.
- Reduced customer complaints by proactively addressing potential issues before products left the facility.
- Collaborated with production staff to improve processes, reduce defects and optimize quality.
- Optimized calibration schedules for measurement equipment, ensuring consistent accuracy during inspections.
- Analyzed data trends to identify areas of concern and recommend proactive solutions, resulting in fewer product returns.
- Conducted thorough root cause analysis for recurring issues, leading to targeted corrective actions and continuous improvement.
- Conducted regular audits to identify areas of improvement, leading to increased customer satisfaction levels.
- Evaluated accuracy of existing quality assurance measurement techniques, implementing improvements to increase efficacy and reduce errors.
Education
Associate of Arts - Business, Accounting, And Law Pathway
Cerritos Colleges
Norwalk, CA08-2027
Skills
- Call center experience
- Microsoft Excel
- Complaint resolution
- Customer satisfaction measurement
- Follow-up skills
- Documentation
- Microsoft PowerPoint
- Filing
- Office equipment proficiency
- Staff education and training
- Recordkeeping strengths
- Coordination
- Record preparation
- Report creation
- Problem-solving skills
- Multitasking Abilities
- Customer service excellence
- Phone Etiquette
- Professionalism
- New teller training
- Credit card payment processing
- Banking operations support
- Typing proficiency
- Refunds processing
Languages
Spanish
Native or Bilingual
English
Native or Bilingual
Timeline
Costumer Service Representative
PLS Check Cashing
02.2024 - 10.2024
Quality Control Technician
Hacor Inc
06.2023 - 01.2024
Associate of Arts - Business, Accounting, And Law Pathway
Cerritos Colleges
Similar Profiles
Sydia RiveraSydia Rivera
Shift Supervisor at PLS Check CashingShift Supervisor at PLS Check Cashing
Emily Porras ArmendarizEmily Porras Armendariz
Supervisor at PLS Check CashingSupervisor at PLS Check Cashing
Miradi KusikumalaMiradi Kusikumala
Customer Service Representative at PLS Check CashingCustomer Service Representative at PLS Check Cashing