Veronica Hernandez
San Antonio,TX
Summary
Knowledgeable and dedicated customer service professional. 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
Retail Associate
Earthbound Trading
09.2023 - Current
- Maintained clean sales floor and straightened and faced merchandise.
- Greeted customers, helped locate merchandise, and suggested suitable options.
- Organized store merchandise racks and displays to promote and maintain visually appealing environments.
- Stocked merchandise, clearly labeling items, and arranging according to size or color.
Client Services Manager
Empower Retirement
01.2023 - 07.2023
- Interacted with clients on regular basis to quickly alleviate issues and provide project updates.
- Handled complaints, provided appropriate solutions and alternatives within appropriate timeframes, and followed up to achieve resolution.
- Performed duties and provided service in accordance with established operating procedures and company policies.
- Maintained client files with sales contracts, records of client interactions, client notes, and other information.
Business Development Specialist
City Wide Facility Solutions
03.2022 - 09.2022
- Planned marketing initiatives and leveraged referral networks to promote business development.
- Came up with detailed plans to enhance sales management and prioritize long-term business goals.
- Used CRM to handle current portfolio and prospective leads.
- Maintained extensive knowledge of company products and services to provide top-notch expertise to customers.
Payments Specialist
EBay Inc
03.2021 - 11.2021
- Followed all company policies and procedures to deliver quality work.
- Evaluated diverse organizational systems to identify workflow, communication and resource utilization issues.
- Supported day-to-day account management for company clients.
- Strengthened relationships with current accounts through consistent and frequent communication.
Online Banking Specialist
TaskUs
06.2019 - 02.2021
- Responded to customer requests for products, services and company information.
- Performed data entry with Salesforce to record call notes, suggestions and questions.
- Trained staff on operating procedures and company services.
- Helped customers prepare documents required to complete transactions and process requests.
Team Leader Manager
Convergys Corporation
02.2015 - 10.2018
- Administered monthly and annual reviews to direct reports and set clear and measurable goals, action plans and follow-up procedures.
- Drove performance of staff by creating incentives and positive work atmosphere and administering recognition and rewards programs.
- Stayed calm, collected and logical during stressful moments to identify and implement optimal solutions.
- Led employee relations through effective communication, coaching, training and development.
Captioning Assistant
CSD-Relay Texas
11.2017 - 03.2018
- Provided excellent customer service by dictating and captioning variety of conversational topics verbatim
- Helped people with hearing loss communicate effectively by repeating conversations in real-time
- Employed multi-tasking skills to listen to callers, reiterate what was said, and double-check constructed caption concurrently
Education
No Degree - Computer Science
Northwest Vista College
San Antonio, TX2027
High School Diploma -
Springboard Academics
Lubbock12.2012
Skills
- Account management
- Staff education and training
- Data Entry
- Computer Skills
- Microsoft applications proficiency
- Teamwork and Collaboration
- Strategic Marketing Management
- Analytical and Methodical
- Resolving Problems and Incidents
- Training Material Development
- Remote Technical Support
- Resolving Problems and Incidents
- Training Material Development
- Remote Technical Support
- Resolving Problems and Incidents
- Training Material Development
- Hardware Diagnostics
- Remote Technical Support
Timeline
Retail Associate
Earthbound Trading
09.2023 - Current
Client Services Manager
Empower Retirement
01.2023 - 07.2023
Business Development Specialist
City Wide Facility Solutions
03.2022 - 09.2022
Payments Specialist
EBay Inc
03.2021 - 11.2021
Online Banking Specialist
TaskUs
06.2019 - 02.2021
Captioning Assistant
CSD-Relay Texas
11.2017 - 03.2018
Team Leader Manager
Convergys Corporation
02.2015 - 10.2018
No Degree - Computer Science
Northwest Vista College
High School Diploma -
Springboard Academics
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