Tommi Leigh Fernandez
Austin,TX
Summary
Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires and providing customized solutions to build loyalty.
Overview
18
18
years of professional experience
Work History
Retention Specialist
Charter Communications, Spectrum
07.2022 - 04.2023
- Maximize opportunities to retain existing customers from disconnecting while retaining and upselling core products
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
- Execute retention strategies that strike a balance between saving customers and retaining revenue.
- Answer questions pertaining to billing inquiries, pricing, package bundles, products and service complaints.
- Refund and process any billing inquiries as well and process mobile sales.
- Handled a high volume of calls daily and was a top mobile seller on my team.
Operation Associate
Gopuff
06.2021 - 06.2022
- Executed and maintained quality control processes to meet criteria and standards and increase customer satisfaction.
- Followed shipping and receiving procedures for goods and materials.
- Manage inventory and re-shelving of cancelled orders.
- Handle, scan and move product in a safe and well-organized manner.
- Pick and pack orders and properly dispatch to drivers
Wal-Mart Associate
Walmart
09.2019 - 12.2020
- Greeted customers and helped with product questions, selections, and purchases.
- Monitored sales floor and merchandise displays for presentable condition, taking corrective action such as restocking or reorganizing products.
- Helped customers complete purchases, locate items, and join reward programs.
- Stocked merchandise, clearly labeling items, and arranging according to size or color.
- Used POS system to process sales, returns, online orders, and gift card activations.
- Balanced and organized cash register by handling cash, counting change, and storing coupons.
- Managed efficient cash register operations.
- Developed strong rapport with customers and created positive impression of business.
Night Shift Manager
A's cleaners
09.2015 - 09.2019
- Dry cleaner manager; Facilitated front-end and assist with customer inquiries. Manage register, prepare clothing and assign task
- Managed 5 employees and assisted over 50 customers a day
- Counted registers at closing time and made deposits
- Prepared materials for following shift.
- Advised new employees on company procedures and policies to facilitate daily tasks and responsibilities.
- Guided and motivated night team by establishing and communicating responsibilities and duties to each team member.
Housekeeping
Bayfront Inn
03.2013 - 06.2015
CSR - Customer Service Representative
Paramount multi services
10.2005 - 04.2009
- Customer rep for XM satellite radio
- Enrolled customers and entered data to subscribe new accounts and activated systems.
- Processed outbound calls for collection accounts.
- Payment processing as well as making sure account was properly enrolled in the correct plan.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Updated account information to maintain customer records.
- Processed customer service orders promptly to increase customer satisfaction.
Education
GED -
Del Mar College
Corpus Christi, TX12.2016
Skills
- Warehouse Experience
- Order Picker
- Packaging
- Pallet Jack
- Warehouse Distribution Experience
- Cleaning Experience
- Retail Sales
- Customer service
- Documentation Skills
- Microsoft Office
- Customer Relations
- Customer Service and Assistance
- Retention Program Development
Timeline
Retention Specialist
Charter Communications, Spectrum
07.2022 - 04.2023
Operation Associate
Gopuff
06.2021 - 06.2022
Wal-Mart Associate
Walmart
09.2019 - 12.2020
Night Shift Manager
A's cleaners
09.2015 - 09.2019
Housekeeping
Bayfront Inn
03.2013 - 06.2015
CSR - Customer Service Representative
Paramount multi services
10.2005 - 04.2009
GED -
Del Mar College
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