Victoria Hernandez
San Antonio
Summary
Highly-motivated employee with desire to take on new challenges. Strong work ethic, adaptability, and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills.
Overview
6
6
years of professional experience
2022
2022
years of post-secondary education
Work History
Lead Customer Experience Agent
Konecta
San Antonio
08.2024 - Current
- Manage high volume inbound/outbound calls to schedule, reschedule, and cancel appointments for Miracle Ear
- Handle escalated customer objections and ensure timely resolution by addressing concerns and highlighting key soft selling points to secure appointments
- Ensure accurate, timely documentation of all customer interactions
- Meet company metrics weekly.
- Assist with supervising and supporting a team of 12 customer service representatives to meet and exceed performance targets
- Monitor calls and provide real-time coaching and feedback to improve team performance metrics
- Participate in ongoing training programs to enhance product knowledge, soft sales techniques, objection handling skills, etc
Customer Service Representative
MMC Group
San Antonio
05.2024 - 08.2024
- Assisted existing Direct Express cardholders with account updates, card replacements, balance/deposit inquiries, filing dispute cases for fraud/non fraud, etc
- Assisted in the onboarding process of new customers, guiding them through account setup procedures and explaining available features
- Participated in ongoing training sessions to stay updated on new banking regulations, policies, products, and technologies
Customer Service Representative
Ibex
San Antonio
02.2024 - 06.2024
- Assisted new and existing customers with Frontier services such as internet, voice and cable.
- Assisted customers with product selection by providing detailed information about features, specifications, pricing options, etc
- Maintained knowledge of company policies regarding shipping methods, return/exchange procedures, warranties, etc., ensuring accurate communication with customers
- Consistently exceeding weekly sales targets
Customer Service Agent
Alorica
San Antonio
03.2022 - 01.2024
- Assisted new and existing customers with their Apple Credit Card and Savings accounts. Such as account updates/changes, card replacement, payments/deposits, balance/transaction inquiries, statements, credit limits/interest and daily cash earned
- Provided escalation support to customers regarding electronic banking services and resolved any issues or concerns
- Documented all customer conversations in the database system accurately and thoroughly.
- Maintained thorough knowledge of banking products and services to effectively educate customers on available options
- Participated in team meetings and brainstorming sessions to discuss possible improvements in the customer process.
Sales Associate
JCPenney
San Antonio
10.2021 - 03.2022
- Performed cashier duties such as accepting payments, issuing receipts and counting money back change.
- Provided accurate information about products, prices and services.
- Maintained cleanliness of store environment including floors, windows, displays.
- Performed floor moves, merchandising, display maintenance and housekeeping to keep sales areas well-stocked, organized and current.
- Watched for and recognized security risks and thefts to prevent or handle situations.
- Trained new team members in cash register operation, stock procedures, and customer services.
Sales Associate
Dollar General
San Antonio
05.2021 - 10.2021
- Provided pleasant customer service as cashier. Took payments, returns/exchanges and bagged.
- Performed opening/closing duties including counting money in the register before/after shifts
- Built strong relationships with customers, resulting in a high rate of repeat business
- Maintained knowledge of current promotions, sales events, and store policies to provide accurate information to customers
Sales Associate
Melrose Family Fashion
San Antonio
02.2020 - 07.2020
- Managed cash register operations, including handling cash transactions, processing returns, and providing excellent customer service
- Effectively communicated promotions, discounts, and special offers to customers at the point of sale
- Processed returns and exchanges efficiently, maintaining accurate records and inventory levels
- Maintained a clean and organized work environment to enhance the shopping experience for customers
Education
High School Diploma -
George Gervin Academy
San Antonio, TXSkills
- Leadership
- Adaptability
- Attentive
- Customer service
- Communication skills
- Interpersonal skills
- Critical thinking
- Time management
- Data entry
- Account management
- Customer documentation
Timeline
Lead Customer Experience Agent
Konecta
08.2024 - Current
Customer Service Representative
MMC Group
05.2024 - 08.2024
Customer Service Representative
Ibex
02.2024 - 06.2024
Customer Service Agent
Alorica
03.2022 - 01.2024
Sales Associate
JCPenney
10.2021 - 03.2022
Sales Associate
Dollar General
05.2021 - 10.2021
Sales Associate
Melrose Family Fashion
02.2020 - 07.2020
High School Diploma -
George Gervin Academy