Tanya Hernandez
Kyle,TX
Summary
Dedicated Customer Service Specialist providing skills to prioritize and multi-task in fast-paced working environment. Successfully works as part of team to reach personal and business goals. Known for successfully handling escalated customer support issues.
Overview
24
24
years of professional experience
50
50
Certification
Work History
Reservation Agent
Texas Parks and Wildlife Department
Austin, TX
10.2021 - Current
- Assisted customers via phone by providing confirmations, answering questions and offering general information.
- Delivered exceptional service to every customer through active engagement, effective listening and well-developed interpersonal skills.
- Researched and resolved customer issues.
- Product knowledge of the Texas State Park Pass and Gift Cards
- Relayed information on availability, pricing and discounts to customers.
- Verified guest information and payment options ensuring accuracy and completeness.
- Suggested amenities suited to clients' needs.
- Processed incoming reservation calls and applied up-selling techniques to inform callers of premium services.
- Kept accurate knowledge of types of rooms, cabins, screen shelter and campsites available at various locations.
- Facilitated customer reservations by providing booking information and processing payments.
- Made reservations for customers and accurately entered personal information into computer system.
- Processed cancellations and issued refunds according to company policies.
- Communicated with customers regarding concerns, inquiries and complaints.
- Maintained customer loyalty by quickly resolving complaints and service issues.
- Took credit card payments over phone and in person.
- Converted calls to reservations by leveraging knowledge of amenities and services to help customers select optimum rooms.
- Answered questions about resort facilities and local attractions to help customers make favorable choices.
- Served as point-of-contact for customer complaints and questions, providing speedy and effective resolution.
- Exceeded targets consistently for performance, service quality and raw reservation numbers.
- Managed rooms effectively based on complete and current knowledge of availability and rates.
Fulfillment Associate
Texas Parks and Wildlife Department
AUSTIN, TX
10.2021 - Current
- Printed labels, packaged boxes, and loaded into outbound containers.
- Pulled orders quickly to maintain demanding productivity goals.
- Tracked production and quality control systems to proactively identify deficiencies.
- Followed orders precisely for correct items, sizes and quantities.
- Filled shortages in available goods by requisitioning merchandise from suppliers based on space, demand and current pricing.
- Used appropriately sized boxes to pack products with care, minimizing shifting and damage during transport.
- Completed inventory accounts to keep records current and promote accurate ordering.
- Checked product levels and recommended new purchases.
- Labeled boxes, crates and containers with accurate order information, destinations and codes to minimize shipping errors.
- Recorded daily activities for inventory control.
Team Lead
Texas Parks and Wildlife Department
Austin, TX
04.2016 - 10.2021
- Delegated daily tasks to team members to optimize group productivity.
- Monitored team progress and enforced deadlines.
- Void and Renew Texas State Park Pass.
- Search and track Gift Card Sales
- Fostered positive employee relationships through communication, training and development coaching.
- Counted inventory, resolved discrepancies and completed paperwork to keep system accurate and current.
- Integrated process improvements to increase overall workflow.
- Documented production levels, materials used and special incidents to keep management informed of daily activities.
- Developed and monitored weekly staff schedules.
- Developed and implemented policies, procedures and process improvement initiatives to improve retention rates and increase customer satisfaction.
- Rotated through series of different stations based on team needs.
- Offered constructive criticism regarding quality assurance on team phone calls.
- Followed staffing strategies to achieve production goals.
- Quality checked components to determine conformance to specifications.
- Performed various troubleshooting tasks to address assembly issues.
- Promoted to leadership position in recognition of strong work ethic and provided exceptional customer service.
- Assessed, motivated and empowered team members to work to build customer satisfaction and loyalty, to support retention and growth.
- Mentored newly hired employees on machine operations and implemented training on safety procedures to prevent injuries.
- Interviewed, hired and trained new quality customer service representatives.
- Identified equipment issues using troubleshooting techniques to keep machinery fully operational during shifts.
Customer Service Representative
Texas Parks and Wildlife Department
Austin, TX
12.2000 - 04.2016
- Resolved product or service problems by clarifying customer complaints and determining optimal solutions.
- Handled and settled customer complaints and repaired and adjusted minor issues to maintain optimal operations
- Maintained records of general customer service data as well as customer complaints and results.
- Displayed strong telephone etiquette, effectively handling difficult calls.
- Answered questions and informed customers of current sales and promotions.
- Handled client inquiries with exceptional professionalism and enthusiasm.
- Provided customer service and issue resolution to increase QA satisfaction levels.
- Engaged customers with proactive strategies to understand needs and develop successful solutions.
- Managed customer expectations by clarifying needs, identifying options and recommending products and services.
- Met or exceeded call speed, accuracy and volume benchmarks on consistent basis.
- Maintained strong call control and quickly worked through scripts to address problems.
- Reviewed customer account information to determine current issues and potential solutions.
- Answered, screened and processed high volume of calls daily with call management system and web-based communications.
- Trained new employees on processes to promote productivity team-wide.
- Corresponded with service department team members to build and implement successful solutions to customer problems.
- Improved call management database by frequently changing and updating customer contact information.
Education
High School Diploma -
Jack C Hays High School
Buda, TX05.1990
Skills
- Telephone reception
- Upselling proficiency
- Customer reservations
- Phone etiquette
- Schedule maintenance
- MS Office
- Team management
- Work ethic
- People skills
- Reliable and trustworthy
- Organization
- First Aid/CPR
- Production monitoring
- Quality control
- Client support
- Call Center Operations
- Safety
- Team Supervision
- Issue resolution
- Training
- Experience in leadership
- Inbound and Outbound Calling
- Customer Support
- Safety regulations
- Problem Resolution
- Customer Service
- Software troubleshooting
- Report generation
- Credit card payment processing
- Report creation
- Microsoft Office expertise
- Problem-solving abilities
- Schedule mastery
- High-energy attitude
- Customer relations
- Clerical support
Certification
Customer Service Workshop 10/28/2008
Conflict Resolution 7/10/2008
Excel 12/16/2008
Word 12/17/2008
Mistake Free Grammar & Proofreading 6/25/2009
Writing Well-Techniques for Effective on-the-job Writing 9/25/2009
Managing Multiple Projects (Skillpath) 7/8/2010
Handling Personality Clashes 4/16/2012
Essential Time Management and Organization Skills 1/23/2012
Learning to Listen 11/7/2012
Resolving Conflict 11/15/2013
Sexual Harassment: What is Sexual Harassment 12/11/2012
EEO Compliance 12/11/2012
First Aid & CPR 10/25/2013
Effective Communication 12/4/2013
Internet Explorer 8 Basic Features (Skillsoft) 1/2/2014
Optimizing Your Work Life Balance: Analyzing Your Life Balance 1/8/2014
Basic Level Excel - TPWD HR Training 3/26/2014
Coaching & Counseling 8/1/2014
EEO and Fraud & Ethics 11/6/2014
Speed of Trust Overview 12/2/2014
What's What & How To for Managers & Supervisors 1/28/2015
Hospitality Training with Hector Penagos 1/29/2015
Transformational Leadership with Mike Crevier 2/13/2015
SFLM - Successful First Line Management 3/30-4/3/15
Coaching & Teambuilding Skills 2/6/2015
Train the Trainer 6/4/2015
Leading Change 10/22/2015
Dealing with Dissatisfied Customers 1/14/2016
NSC Distracted Driving 1/27/2016
WAM Team Training Trip 10/10-14/16
CPR Certification 10/27/2016
Diversity,EEO,Discrimination Prevention (Biennial Refresher) 11/16/2016
Leadership & Management Skills for Women 3/29-30/17
Making the Transition from Staff to Supervisor 4/27/2017
NSC Distracted Driving 3/7/2018
How to Communicate with Tact and Professionalism 3/19-20/18
Leadership Team-Building & Coaching Skills 8/9/2018
EEO, Fraud & Ethics Biennial Refresher 9/6/2018
Supervising Bad Attitudes and Negative Behaviors 5/1/2019
Management/Leadership Skills for New Managers/Supervisors
6/20-21/2019
CPR, First Aid, AED Training 2/5/2020
Developing Emotional Intelligence 1/23/2020
Workers Compensation Network Acknowledgement 1/24/2020
Microsoft Excel Beyond the Basics - 6 Hour Online Course
12/10/2020
Advance Microsoft Excel Macros, Pivot Tables, Charts and More 12/15/2020
Mistake Free Grammar & Proofreading 04/15/2021
Leadership, Team Building & Coaching Skills 04/23/2021
Benchmark Portal Contact Center Supervisor 07/02/2021
Business Writing for Results 08/18/2021
Creative Leadership 09/29/2021
Developing Emotional Intelligence 10/18/2021
Timeline
Reservation Agent
Texas Parks and Wildlife Department
10.2021 - Current
Fulfillment Associate
Texas Parks and Wildlife Department
10.2021 - Current
Team Lead
Texas Parks and Wildlife Department
04.2016 - 10.2021
Customer Service Representative
Texas Parks and Wildlife Department
12.2000 - 04.2016
High School Diploma -
Jack C Hays High School
Customer Service Workshop 10/28/2008
Conflict Resolution 7/10/2008
Excel 12/16/2008
Word 12/17/2008
Mistake Free Grammar & Proofreading 6/25/2009
Writing Well-Techniques for Effective on-the-job Writing 9/25/2009
Managing Multiple Projects (Skillpath) 7/8/2010
Handling Personality Clashes 4/16/2012
Essential Time Management and Organization Skills 1/23/2012
Learning to Listen 11/7/2012
Resolving Conflict 11/15/2013
Sexual Harassment: What is Sexual Harassment 12/11/2012
EEO Compliance 12/11/2012
First Aid & CPR 10/25/2013
Effective Communication 12/4/2013
Internet Explorer 8 Basic Features (Skillsoft) 1/2/2014
Optimizing Your Work Life Balance: Analyzing Your Life Balance 1/8/2014
Basic Level Excel - TPWD HR Training 3/26/2014
Coaching & Counseling 8/1/2014
EEO and Fraud & Ethics 11/6/2014
Speed of Trust Overview 12/2/2014
What's What & How To for Managers & Supervisors 1/28/2015
Hospitality Training with Hector Penagos 1/29/2015
Transformational Leadership with Mike Crevier 2/13/2015
SFLM - Successful First Line Management 3/30-4/3/15
Coaching & Teambuilding Skills 2/6/2015
Train the Trainer 6/4/2015
Leading Change 10/22/2015
Dealing with Dissatisfied Customers 1/14/2016
NSC Distracted Driving 1/27/2016
WAM Team Training Trip 10/10-14/16
CPR Certification 10/27/2016
Diversity,EEO,Discrimination Prevention (Biennial Refresher) 11/16/2016
Leadership & Management Skills for Women 3/29-30/17
Making the Transition from Staff to Supervisor 4/27/2017
NSC Distracted Driving 3/7/2018
How to Communicate with Tact and Professionalism 3/19-20/18
Leadership Team-Building & Coaching Skills 8/9/2018
EEO, Fraud & Ethics Biennial Refresher 9/6/2018
Supervising Bad Attitudes and Negative Behaviors 5/1/2019
Management/Leadership Skills for New Managers/Supervisors
6/20-21/2019
CPR, First Aid, AED Training 2/5/2020
Developing Emotional Intelligence 1/23/2020
Workers Compensation Network Acknowledgement 1/24/2020
Microsoft Excel Beyond the Basics - 6 Hour Online Course
12/10/2020
Advance Microsoft Excel Macros, Pivot Tables, Charts and More 12/15/2020
Mistake Free Grammar & Proofreading 04/15/2021
Leadership, Team Building & Coaching Skills 04/23/2021
Benchmark Portal Contact Center Supervisor 07/02/2021
Business Writing for Results 08/18/2021
Creative Leadership 09/29/2021
Developing Emotional Intelligence 10/18/2021
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