Yenifer Gabriela Hernandez Becerra

• Analyzed customer feedback data to identify trends in customer service issues.
• Monitored calls for quality assurance purposes.
• Resolved escalated customer complaints in a timely manner.
• Provided guidance, training, coaching and mentoring to call center team members.
• Investigated difficult or complex inquiries from customers.
• Facilitated communication between departments to resolve problems quickly.
• Created incentives for employees who achieved high performance standards.
• Collaborated with other departments to develop solutions for customer needs.
• Reviewed daily reports on call volume, sales, abandoned calls and other statistics.
• Facilitated individual coaching sessions with CSRs to realign productivity goals.
• Coached team members on metrics and consumer experience behavior identification to improve satisfaction ratings.
• Coordinated with IT department to troubleshoot and resolve technical issues impacting call center operations.
• Handled escalated customer service concerns to preserve customer satisfaction and maintain long-term business relationships.
• Facilitated communication between team members to foster a positive work environment.
• Updated customer accounts, addresses and contact information within call management databases.
• Facilitated training sessions for new hires and ongoing development for existing staff.
• Prepared reports on team performance, customer feedback, and operational metrics for senior management.
• Developed and monitored key performance indicators to assess team productivity.
• Monitored call recordings to identify areas for improvement and compliance with protocols.
• Delivered constructive call process feedback.
• Led team meetings to update on goals, share best practices, and discuss improvements.

• Delegated daily tasks to team members to optimize group productivity.
• Reviewed completed work to verify consistency, quality and conformance.
• Created and implemented strategies for team members to reach goals.
• Motivated and empowered team members to build customer satisfaction and loyalty to support retention and growth.
• Promoted to leadership position in recognition of strong work ethic and provided exceptional customer service.
• Kept work areas clean, neat and free of safety hazards to maximize efficiency.
• Implemented performance, quality and efficiency measures to achieve aggressive production goals.
• Fostered positive employee relationships through communication, training and development coaching.
• Monitored team progress and enforced deadlines.

• Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
• Remained calm and professional in stressful circumstances and effectively diffused tense situations.
• Demonstrated excellent communication skills in resolving product and consumer complaints.
• De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
• Maintained knowledge of current promotions, exchange guidelines, payment policies and security practices.
• Assisted customers with making payments or establishing payment plans to bring accounts current.
• Fielded customer complaints and queries, fast-tracking for problem resolution.
• Informed customers about billing procedures, processed payments and provided payment option setup assistance.
• Escalated customer concerns, issues and requirements to supervisors for immediate rectification.
• Developed strong customer relationships to encourage repeat business.
• Answered inbound calls, chats and emails to facilitate customer service.
• Set up and activated customer accounts.
• Improved customer service wait times to mitigate complaints.
• Mentored new employees on procedures and policies to maximize team performance.

• Educated customers on special pricing opportunities and company offerings.
• Documented customer correspondence in CRM to track requests, problems and solutions.
• Maintained knowledge of current promotions, exchange guidelines, payment policies and security practices.
• Assisted customers with making payments or establishing payment plans to bring accounts current.
• Fielded customer complaints and queries, fast-tracking them for problem resolution.
• Audited customer account information to identify issues and develop solutions.
• Asked probing questions to determine service needs and accurately input information into electronic systems.
• Consulted with customers to resolve service and billing issues.
• Escalated customer concerns, issues and requirements to supervisors for immediate rectification.

• Informed customers about billing procedures, processed payments and provided payment option setup assistance.
• Consulted with customers to determine best methods to resolve service and billing issues.
• Documented conversations with customers to track requests, problems and solutions.
• Set up and activated customer accounts to maintain QA satisfaction levels.
• Evaluated customer account information to assess current issues and determine potential solutions.
• De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
• Fielded customer complaints and queries, fast-tracking them for problem resolution.
• Asked probing questions to determine service needs and accurately input information into electronic systems.
• Documented customer correspondence in CRM to track requests, problems and solutions.
• Educated customers on special pricing opportunities and company offerings.
• Assisted customers with making payments or establishing payment plans to bring accounts current.
• Maintained knowledge of current promotions, exchange guidelines, payment policies and security practices.
• Audited customer account information to identify issues and develop solutions.

I use my knowledge to persuade the customer to buy our company's devices, its a self motivated and organized professional with over 1 year experience providing thorough and skillful support to department managers. I have to talk to the customer to acknowledge and match the perfect device for them.

It was not all about cashing customers out,at this job I learned about great customer service. the two years of experience made me realize how much I love talking to people. one day out of the week I would restock everything that came in on the order. I am responsible and always am working on something.