WALTER HERNANDEZ
Ocala,FL
Summary
Bilingual Customer Service/Sales Representative fluent in English and Spanish with experience assisting customers with billing, technical, account, and service-related issues. Strong background in troubleshooting problems, resolving customer concerns, explaining billing information, and providing professional support in fast-paced environments. Experienced in sales and upselling, customer retention, data entry, and high-volume customer interactions. Reliable, patient, and comfortable working independently or as part of a team.
Overview
2
2
Languages
10
10
years of professional experience
Work History
Sales Associate
Alorica
Remote
06.2015 - 10.2018
- Assisted customers with billing, account, service, and technical issues.
- Troubleshot customer problems and provided clear step-by-step solutions.
- Handled high-volume customer calls while maintaining professionalism and patience.
- Resolved customer complaints and worked to achieve positive outcomes.
- Updated customer accounts and accurately documented customer interactions.
- Identified opportunities to recommend additional products and services.
- Used computer systems and customer account tools to research and resolve issues.
- Proven ability to learn quickly and adapt to new situations.
- Self-motivated, with a strong sense of personal responsibility.
- Excellent communication skills, both verbal and written.
- Demonstrated strong organizational and time management skills while managing multiple projects.
- Managed time efficiently in order to complete all tasks within deadlines.
- Worked effectively in fast-paced environments.
Sales Associate
B&Y Corp.
12.2017 - 10.2025
- Assisted with technical and service-related problems when needed.
- Resolved customer concerns while maintaining a positive customer experience.
- Conducted training sessions for new hires, ensuring consistent level of service across team.
- Responded to customer requests for products, services, and company information.
- Managed multiple customer requests while maintaining accuracy and attention to detail.
- Maintained accurate customer records and documented customer interactions.
- Maintained visual merchandising standards to enhance product presentation.
- Educated customers on promotions and product features to drive sales.
- Built relationships with customers to encourage repeat business.
- Prepared merchandise for sales floor by pricing or tagging.
- Engaged with customers to build rapport and loyalty.
Customer Service Representative
Comcast - Home Security Department
06.2021 - 09.2024
- Assisted customers with billing, technical, account, and home security service issues.
- Troubleshot technical problems and helped customers understand available solutions.
- Explained billing charges, payments, account changes, and service information.
- Provided professional customer support while handling difficult or frustrated customers.
- Resolved service concerns and escalated complex issues when necessary.
- Documented customer interactions and maintained accurate account information.
- Explained home security features and services to customers.
- Identified sales and upselling opportunities based on customer needs.
- Boosted revenue by identifying up-selling and cross-selling opportunities during customer interactions.
- Negotiated pricing and payment terms with customers when possible to close deals.
- Explained product prices and packages as well as answered questions and addressed concerns of customers.
- Pitched products and services to potential customers, securing new deals and sales opportunities.
- Generated leads and established relationships with potential customers through outbound telephone calls.
Education
High School Diploma -
Miami South-ridge High School
Miami, Florida01-2014
Skills
- Fluent in English & Spanish
- Customer Service & Support
- Billing & Account Issues
- Technical Support & Troubleshooting
- Phone & Email Support
- Problem Solving
- Conflict Resolution
- Sales & Upselling
- Customer Retention
- Data Entry
- Account Management
- Service Coordination
- Active Listening
- Multitasking
- Computer & CRM Systems
- Able to communicate professionally with customers in both English and Spanish, including explaining billing information, troubleshooting technical concerns, resolving complaints, and providing customer support
- Billing and payment support
- Listening skills
- Goal oriented
- Patient and professional under pressure
- Fast learner and adaptable to new software
- Strong attention to detail
- Able to work independently
- Comfortable working in high-volume environments
- Experienced with remote customer support
BILINGUAL SKILLS
English: Fluent
Spanish: Fluent
Personal Information
Title: Bilingual Customer Service Representative
Timeline
Customer Service Representative
Comcast - Home Security Department
06.2021 - 09.2024
Sales Associate
B&Y Corp.
12.2017 - 10.2025
Sales Associate
Alorica
06.2015 - 10.2018
High School Diploma -
Miami South-ridge High School