Tiffany Hernandez
Des Moines
Summary
Empathetic professional in customer service known for high productivity and efficiency in task completion. Possess specialized skills in conflict resolution, data entry, and customer relationship management. Excel in communication, problem-solving, and adaptability, ensuring positive experiences and outcomes for customers.
Overview
9
9
years of professional experience
Work History
Customer Service Representative
Vdart Private
Des Moines
08.2024 - 06.2025
- Assisted customers with inquiries and resolved issues promptly.
- Handled escalated complaints with professionalism and empathy.
- Answered customer inquiries and provided accurate information regarding products and services.
- Provided excellent customer service to resolve customer complaints in a timely manner.
- Developed strong customer relationships to encourage repeat business.
- Asked probing questions to determine service needs and accurately input information into electronic systems.
- Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- assisted peers via team chat offering guidance and trouble shooting
Team Lead
Mercer Health Benefits & Administration Llc
Des Moines
12.2016 - 02.2024
- Led team meetings to align project goals and timelines.
- Coordinated cross-functional collaboration between departments for efficiency.
- Streamlined processes to improve workflow and reduce delays.
- Mentored junior staff to foster professional growth and development.
- Provided leadership and guidance to team members, ensuring that tasks were completed on time and to a high standard.
- Delegated daily tasks to team members to optimize group productivity.
- Resolved escalated customer complaints or queries promptly and efficiently.
- Collaborated with management team to implement new work procedures or policies.
- Promoted to leadership position in recognition of strong work ethic and provided exceptional customer service.
- Maintained open lines of communication with senior management, reporting team progress and challenges.
- Managed conflict resolution within the team to maintain a positive work environment.
Education
GED -
Des Moines Area Community College
Ankeny, IA03-2003
Skills
- Customer inquiry resolution
- Complaint handling
- Product knowledge
- Cross-department collaboration
- Team coordination
- Effective communication
- Administrative support
- Call center experience
- Customer service
- Inbound and outbound calling
- Proofreading
- Typing 40 wpm
- Staff training
- Call triaging
- Dispute resolution
- Account management
- Follow-up skills
- Mentoring junior staff
Timeline
Customer Service Representative
Vdart Private
08.2024 - 06.2025
Team Lead
Mercer Health Benefits & Administration Llc
12.2016 - 02.2024
GED -
Des Moines Area Community College