Summary
Overview
Work History
Education
Skills
Timeline
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Victor Hernandez

Orlando,FL

Summary

Goal-Oriented Customer Service Manager with over 7 years of experience in leadership roles. Detail-focused and driven to help employees succeed in meeting and exceeding overall sales goals. Adept at promptly assisting customers by uncovering preferences

Overview

7
7
years of professional experience

Work History

Customer Service Manager

Plentific
01.2021 - Current
  • Resolved customer complaints while prioritizing customer satisfaction and loyalty.
  • Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.
  • Support overall growth of existing accounts and be responsible for customer engagement.
  • Accurate reporting on account activity to promote client growth and convert upselling opportunities.
  • Our team maintained a conversation survey score above 95% for all 4 quarters.

Front Office Manager

TURNBERRY HOSPITALITY
11.2018 - 12.2020
  • Interpreted management directives to define and document administrative staff processes
  • Helped employees with day-to-day work and complex problems by applying motivational and analytical strategies
  • Assisted in elevating brand scores to top 5% overall, well above company benchmarks.
  • Reconciled end-of-day reports to determine accurate billing and payment processing.

Front Office Supervisor

TURNBERRY HOSPITALITY
01.2017 - 11.2018
  • Assessed personnel performance and implemented incentives and team-building events to boost morale
  • Trained team members on new hotel services and products to support promotional efforts
  • Set priorities and problem-solved workflow issues to maintain rapport with customers and managers.
  • Increased Food and Beverage market revenue by 15% by utilizing market analysis.

Education

Bachelor of Arts - Finance

University of Central Florida
Orlando, FL
12.2017

Skills

  • Communication skills
  • Customer Relationship Management (CRM) Software
  • Customer relations
  • Documentation
  • Leadership
  • Relationship building
  • Strategic planning
  • Employee Performance Reviews
  • Correcting Discrepancies
  • Workflow Management

Timeline

Customer Service Manager

Plentific
01.2021 - Current

Front Office Manager

TURNBERRY HOSPITALITY
11.2018 - 12.2020

Front Office Supervisor

TURNBERRY HOSPITALITY
01.2017 - 11.2018

Bachelor of Arts - Finance

University of Central Florida

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Victor Hernandez