Valarie Hernandez
San Antonio,TX
Summary
I am seeking an opportunity that will allow me to demonstrate my hard-working personality. I am eagerto expand my knowledge, thereby becoming an asset to your company. Strong leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Uses independent decision-making skills and sound judgment to positively impact company success. Knowledgeable and dedicated customer service professional with extensive experience in [Type] industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.
Overview
9
9
years of professional experience
Work History
Customer Service Representative
TTEC, Bank of America
United States
07 2021 - 02 2023
- Provided primary customer support to internal and external customers.
- Answered constant flow of customer calls with minimal wait times.
- Updated account information to maintain customer records.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
- Tracked customer service cases and updated service software with customer information.
- Conducted regular quality assurance checks on interactions with customers to ensure agents were meeting established guidelines and standards for service excellence.
- Handled customer inquiries and suggestions courteously and professionally.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
call inbound representative
Alorica
San Antonio, TX
04.2019 - 03.2021
- Answering inbound calls
- Entering personal information
- Hating in live chat
- Working with gift gift cards and more
- Working for reliabank cards
Customer Support Representative
Maximus
San Antonio, TX
10.2018 - 12.2018
- Provided high quality customer support in order processing, and complaint resolution guided by skip tracing and internet research.
Sales Associate
Walmart
San Antonio, TX
09.2015 - 05.2016
- Completed customer transactions and provided resolutions for technical troubles regarding computers, mobile phones, and other electrical devices.
Customer Service Representative
Alorica
Customer Service Specialist
TTEC/Percepta
02 2023 - Current
- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
- Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
- Handled escalated calls calmly, finding resolutions that satisfied both the company and the customer''s needs.
- Created cases for customers and processed there case to a case manager for further assistance.
- Set appointments for services for customers in different locations world wide.
- Provided primary customer support to internal and external customers.
- Educated customers about available resources such as online FAQs or user guides that could help them resolve future concerns independently.
- Ensured timely follow-up on pending cases, reducing the number of unresolved issues significantly over time.
Education
Diploma - N/A
Learning academy excel
02.2017
Skills
- 90 wpm (3 years)
- Data entry (3 years)
- Microsoft Office (3 years)
- MS OFFICE (Less than 1 year)
- Typing (3 years)
- Customer Care
- Customer Support (5 years)
- Call Center (2 years)
- CSR (2 years)
- Customer Service (7 years)
- Live Chat (2 years)
- Microsoft Outlook
- Upselling
- Technical Support
- Cold Calling
- Salesforce
- Help Desk
- Desktop Support (2 years)
- Additional Information
- Skills
- Microsoft Office, email software, data entry, peripheral devices, typing rate of 90 wpm
- Complaint resolution
- Customer Relations
- Complaint Handling
- Call center experience
- Customer Service
- Project Management
- Good communication skills
- Telephone Etiquette
- De-Escalation Techniques
- Appointment Scheduling
- Data Collection
- Scheduling
- Microsoft Excel
Accomplishments
- Conflict Resolution - Responsible for handling customer account inquiries, accurately providing information to ensure resolution of product/service complaints and customer satisfaction.
- Customer Relations - Earned highest marks for customer satisfaction, company-wide.
Timeline
call inbound representative
Alorica
04.2019 - 03.2021
Customer Support Representative
Maximus
10.2018 - 12.2018
Sales Associate
Walmart
09.2015 - 05.2016
Customer Service Representative
TTEC, Bank of America
07 2021 - 02 2023
Customer Service Representative
Alorica
Customer Service Specialist
TTEC/Percepta
02 2023 - Current
Diploma - N/A
Learning academy excel