Summary
Overview
Work History
Education
Skills
Timeline
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SILVESTRE HERNANDEZ

Saint Augustine,FL

Summary

Over 15 years of experience in customer service, bank processing and leading others. Excellent communication skills with proven ability to negotiate in difficult situations. Self-motivated and dependable while achieving high performance with minimal supervision. Bilingual in Spanish Resourcefulness Decision-making ability Problem solving Exceptional customer service Strong sense of banking ethics Team player Collaborative leader with dedication to partnering with coworkers to promote engaged, empowering work culture. Documented strengths in building and maintaining relationships with diverse range of stakeholders in dynamic, fast-paced settings.

Overview

39
39
years of professional experience

Work History

Collection Supervisor

Ally Bank
06.2005 - 07.2014

Supervisor - Customer Service Contact

Express Scripts, St Mary's
06.2004 - 07.2005
  • Developed and maintained strong relationships with customers to maintain loyalty and satisfaction.
  • Responded to customer inquiries and resolved complaints to establish trust and increase satisfaction.
  • Coached team members to deliver hospitable, professional service while adhering to set service models.
  • Conducted training and mentored team members to promote productivity, accuracy, and commitment to friendly service.
  • Set priorities and problem-solved workflow issues to maintain rapport with customers and managers.
  • Hired, managed, developed and trained staff, established and monitored goals, conducted performance reviews and administered salaries for staff.

Customer Service Supervisor

Metris Companies
05.1999 - 03.2005
  • Strong work ethic
  • Team leadership
  • Approachable
  • Excellent communication skills
  • Hardworking mentality
  • Detail-oriented
  • Manage the activities of a team of 12 representatives
  • Reported daily averages and shortages to the operations department
  • Secured payments by following up with customers which disregarded promise to pay
  • Delivered prompt, accurate and excellent customer service
  • Gathered required information from customers for settlement reviews and followed up on management determined results
  • Minimized total number of delinquent accounts through couching and training the collection Representative
  • Oversee call volume to ensure service standards are met
  • Conduct hiring, training, and evaluated of staff
  • Responsible for team's adherence to corporate attendance and employment policies
  • Work with Contact Center Manager to develop policies, procedures and business work plan for the team
  • Responsible for the day to day operation for the team of contact center associates, including bi-lingual, which includes monitoring productivity and performance standards for a pharmaceutical organization
  • Planned and direct work flow and project assignments
  • Oversee call volume to ensure service standards are met
  • Conduct hiring, training, and evaluation of staff
  • Responsible for team's adherence to corporate attendance and employment policies
  • Handle Escalated calls.

Supervisor

05.1999 - 05.2004
  • Accomplishments concerns and answering questions
  • Supervise a group of 15 Representative and one lead representative to retain enhancement services on various merchants credit card accounts
  • Operate with my peers and the management to meet or exceed stablished department goals
  • Coach and develop team to exceed retention goals and achieved high quality score
  • Monitor bi-lingual line to assess how many call of each product are received and provide feedback to management
  • Trained peers on First Data Resources (FDR) system as a tool for researching charges place on Direct Merchant Bank customers account
  • Initiated setup of the bi-lingual and attendance voice mail procedures.

Sergeant First Class

UNITED STATES ARMY
01.2003 - 01.2014
  • Planned and coordinated tactical movements of personnel and equipment.

Sergeant

UNITED STATES MARINE CORPS
01.1976 - 01.1990
  • Assisted management with special projects to complete all tasks by deadlines.
  • Answered phone calls and responded to inquiries from customers, vendors and other external contacts.
  • Managed and maintained electronic and paper-based filing systems to keep essential documents and information easily accessible and organized.
  • Maintained databases and contact lists to keep important contact information accurate and up to date.

Education

High School Diploma -

Fort Hamilton High School
Brooklyn, NY

Skills

  • Records Management
  • Staff Scheduling
  • Customer Service
  • Problem-Solving Abilities
  • Dispute Resolution
  • Office Management
  • Creative Problem Solving

Timeline

Collection Supervisor

Ally Bank
06.2005 - 07.2014

Supervisor - Customer Service Contact

Express Scripts, St Mary's
06.2004 - 07.2005

Sergeant First Class

UNITED STATES ARMY
01.2003 - 01.2014

Customer Service Supervisor

Metris Companies
05.1999 - 03.2005

Supervisor

05.1999 - 05.2004

Sergeant

UNITED STATES MARINE CORPS
01.1976 - 01.1990

High School Diploma -

Fort Hamilton High School

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SILVESTRE HERNANDEZ