Sofia Hernandez
Houston
Summary
Dynamic bilingual customer service professional with a proven track record at PLS Financial Services, achieving a 95% first-call resolution rate. Skilled in conflict resolution and CRM systems, I excel at enhancing team performance, training new hires, anddriving efficiency and customer satisfaction. Recognized for my ability to resolve inquiries effectively.
Overview
2
2
years of professional experience
Work History
Bilingual Customer Service Representative
PLS Financial Services
07.2025 - Current
- Assisted customers with Spanish-language inquiries in a timely and professional manner.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
- Monitored cash drawers in multiple checkout stations and maintained adequate cash supply.
- Delivered prompt service to prioritize customer needs.
- Trained staff on operating procedures and company services.
- Implemented and developed customer service training processes.
CRS, Receptionist, Data Entry Clerk
La Espirituana Multiservices
01.2024 - Current
- Corresponded with clients through email, telephone, or postal mail.
- Kept reception area clean and neat to give visitors positive first impression.
- Provided clerical support to company employees by copying, faxing, and filing documents.
- Managed multiple tasks and met time-sensitive deadlines.
- Maintained confidentiality of information regarding clients and company.
- Answered phone promptly and directed incoming calls to correct offices.
- Resolved customer problems and complaints.
- Confirmed appointments, communicated with clients, and updated client records.
- Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance.
- Answered central telephone system and directed calls accordingly.
- Responded to inquiries from callers seeking information.
- Maintained visitor log for entering and leaving facility for security purposes.
- Assisted with onboarding new clients and securing paperwork completion.
- Handled cash transactions and maintained sales and payments records accurately.
- Balanced employee availability, customer schedules, and maximum load levels when scheduling appointments.
- Interacted with vendors, contractors, and professional services personnel to receive orders, direct activities, and communicate instructions.
- Collected cash, credit, and debit payments, processed transactions, and updated relevant records.
- Welcomed customers with a friendly greeting, answered general questions, gathered the nature of the visit, and directed customers to specific offices.
- Collected and distributed messages to team members and managers to support open communication and high customer service.
- Handled incoming and outgoing package deliveries, working with vendors to complete special requests and track missing packages.
- Operated the telephone system to answer and direct a high volume of calls.
- Scheduled office meetings and client appointments for staff teams.
- Tracked important information in Excel spreadsheets and ran reports or generated graphs using data.
- Monitored and screened visitors to verify accessibility to inter-office personnel.
- Handled assignments independently with good judgment and critical thinking skills.
- Routed incoming mail and messages to relevant personnel without delay.
- Helped office staff prepare reports and presentations for internal or client-related use.
- Organized, maintained, and updated information in computer databases.
- Sorted, received, and distributed mail correspondence between departments and personnel.
- Compiled information from files and research to satisfy information requests.
- Assisted internal staff with clerical and administrative needs to maximize efficiency and team productivity.
- Organized, sorted, and checked input data against original documents.
- Sorted documents and maintained an organized filing process.
- Completed data entry tasks with accuracy and efficiency.
- Scanned documents and saved them in the database to keep records of essential organizational information.
- Verified the accuracy of data entered into the system to produce error-free reports.
- Created and maintained data entry logs to track data entry activities.
- Entered data into various computer systems accurately using Microsoft Office Suite.
- Communicated with supervisors and colleagues to process data quickly and resolve discrepancies.
- Followed established procedures to enter and process data correctly.
- Verified data files prior to entry to maintain high data accuracy.
- Corrected data entry errors to prevent duplication or data degradation.
- Maintained files, records, and chronologies of entry activities.
- Assisted with developing data entry processes.
- Followed data entry protocols, rules and regulations.
- Updated and maintained customer information, documents and records.
- Managed and organized documents for data entry tasks.
- Compiled, verified accuracy, and sorted information to prepare source data for computer entry.
- Created spreadsheets for more efficient recordkeeping.
- Analyzed current data records to provide detailed reports.
- Used computer software to store and retrieve data.
- Conducted audits of existing data entry processes.
- Checked for accuracy by verifying data and records.
- Kept optimal quality levels to prevent critical errors and support team performance targets.
- Compared transcribed data with the source document to detect and correct errors.
- Developed and implemented data entry operations.
- Utilized techniques for increasing data entry speed.
- Managed documents by organizing forms, making photocopies, filing records, preparing correspondence, and creating reports.
Bilingual Customer Support
Food Town Market
02.2024 - 09.2025
- Assisted over 150 customers daily, resolving inquiries and complaints
- Collaborated with product team to improve knowledge base and FAQ pages
- Received “Top Performer” recognition for three consecutive quarters
Sales Associate
Sonics Drive In
11.2023 - 03.2024
- Prepared merchandise for sales floor by pricing or tagging.
- Engaged with customers to build rapport and loyalty.
- Maintained calm demeanor and professionally managed issues in busy, high-stress situations.
- Rotated stock and restocked shelves to maintain product availability and store appearance.
- Educated clients on current promotional offerings and products using persuasive selling tactics.
- Managed efficient cash register operations.
- Performed cash, card, and check transactions to complete customer purchases.
Education
High School Diploma -
North Shore Senior High School
Houston, TX05-2023
Skills
- Call documentation
- Conflict resolution
- CRM (Salesforce, Zendesk)
- First-call resolution
- Team performance tracking
- Problem-solving
- Stress management
- CRM systems
- Call center operations
- Customer support
- Refund processing
- Telephone etiquette
- Database management
- Payment collection
- Payment processing
- Account management
- Bilingual communication
- Time management
- Customer needs assessment
- Inter-departmental collaboration
- Multitasking and organization
- Flexibility and adaptability
- Issue research
- Claims evaluation
- Document translation
TWIC Card
I have applied for and received my TWIC Card for extra certification, and if ever needed, I have been reviewed by the Department of Homeland Security.
Languages
Spanish
Native or Bilingual
English
Native or Bilingual
Timeline
Bilingual Customer Service Representative
PLS Financial Services
07.2025 - Current
Bilingual Customer Support
Food Town Market
02.2024 - 09.2025
CRS, Receptionist, Data Entry Clerk
La Espirituana Multiservices
01.2024 - Current
Sales Associate
Sonics Drive In
11.2023 - 03.2024
High School Diploma -
North Shore Senior High School