Susana Hernandez
Summary
Experienced Customer Service Manager bringing 30+ years of quality performance in customer support supervisory roles. Skilled in mentoring team members to deliver exceptional service and building team morale through effective communication and positive performance feedback. Accustomed to defusing customer dissatisfaction and managing competing priorities with superior results.
Overview
14
14
years of professional experience
Work History
Customer Service Supervisor II
Southwest Airlines
10.2016 - 08.2021
- Focused on maintaining the station's on-time performance by operating 122 flights per day with a 97% on-time departure rate.
- Analyzed NPS customer feedback data to identify trends and areas for improvement, driving continuous enhancement of services provided. Held an average NPS score of 70 over the course of six-months.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
- Persuaded customers to sign up for customer loyalty program to generate additional company revenue.
Billing/Revenue Processor
ACE Relocation Systems
06.2013 - 09.2016
- Managed accurate and timely processing of over 600 invoices per month.
- Analyzed and researched shipments (job costing), process data, prepare invoices, check figures, postings, and documents for correct entry, mathematical accuracy, and proper codes.
- Positively interacted with all partners, employees and customers using exemplary communication and interpersonal talents.
Bi-lingual Customer Service Representative
Champagne Logistics
08.2010 - 03.2013
- Negotiated contracts with outside providers and rates for facility leases to minimize costs to company. Contracts included companies like Knight Transportation, Ceva Logistics, and Xtra Logistics.
- Maintained comprehensive records of all shipments, invoices, and customer communications to facilitate accurate reporting and informed decision making.
- Coordinated import/export operations from Mexico to US, ensuring compliance with customs regulations and minimizing delays in shipment processing times.
Customer Service Representative
Swift Aviation
08.2007 - 08.2010
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
- Resolved escalated customer service inquiries and complaints to maintain satisfaction.
- Excellent communication skills, both verbal and written.
Education
Some College - Business Management
University of Phoenix Santa Teresa Campus
Some College - Business Management
University of Phoenix
Santa Teresa, NM06.1992
Certificate of Completion - Travel and Tourism
International Aviation and Travel Academy
Arlington, TX08.1985
Skills
- Customer Relationship Management
- Schedule Management
- Exceptional telephone etiquette
- Microsoft Outlook, Word, and Excel
- Managing Operations and Efficiency
- Problem-Solving
- Sales Analysis
- Revenue Growth
- Invoice balancing
- Vendor Relations
Languages
English
Native or Bilingual
Spanish
Native or Bilingual
Timeline
Customer Service Supervisor II
Southwest Airlines
10.2016 - 08.2021
Billing/Revenue Processor
ACE Relocation Systems
06.2013 - 09.2016
Bi-lingual Customer Service Representative
Champagne Logistics
08.2010 - 03.2013
Customer Service Representative
Swift Aviation
08.2007 - 08.2010
Some College - Business Management
University of Phoenix Santa Teresa Campus
Some College - Business Management
University of Phoenix
Certificate of Completion - Travel and Tourism
International Aviation and Travel Academy
Similar Profiles
Jenna PriceJenna Price
Flight Attendant at SkyWest Airlines/Southwest AirlinesFlight Attendant at SkyWest Airlines/Southwest Airlines
Margaret SaveMargaret Save
Freight Agent at Southwest AirlinesFreight Agent at Southwest Airlines
Corine OronaCorine Orona
Customer Service Representative at Southwest AirlinesCustomer Service Representative at Southwest Airlines
Bolton WhyteBolton Whyte
Duty Supervisor at Southwest AirlinesDuty Supervisor at Southwest Airlines
Christina GarciaChristina Garcia
Customer Service Supervisor II at Southwest AirlinesCustomer Service Supervisor II at Southwest Airlines