Yolanda Giron-Hernandez
Pembroke Pines,FL
Summary
Dedicated Customer Service Representative with proven skills in active listening and problem-solving. Consistently achieved high customer satisfaction while managing high call volumes.
Overview
23
23
years of professional experience
Work History
Customer Service Representative
Social Security Administration, SSA
Plantation, FL
04.2005 - 12.2025
- Resolved customer inquiries and issues efficiently through active listening and problem-solving techniques.
- Managed high call volumes while maintaining consistent service quality and customer satisfaction.
- Trained new employees on call protocols, enhancing team performance and service delivery standards.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Participated in ongoing training sessions, continuously enhancing product knowledge and customer service skills.
- Met customer call guidelines for service levels, handle time and productivity.
- Educated customers about billing, payment processing and support policies and procedures.
Transportation Security Officer
Department of Homeland Security
Fort Lauderdale, FL
11.2002 - 04.2005
- Conducted security screenings of passengers and baggage using advanced imaging technology.
- Monitored and enforced compliance with federal transportation security regulations.
- Collaborated with law enforcement agencies to address security threats and incidents.
- Assisted passengers with special needs or disabilities during the security screening process, ensuring their comfort and dignity were maintained at all times.
- Used explosive detection machines and chemical swab systems to identify potential hazards.
- Prevented unauthorized access to restricted areas by verifying identification credentials and maintaining vigilant surveillance.
Education
Bachelor of Arts - Political Science
Montclair State College (now Montclair State University)
Montclair, NJ05-1989
Skills
- Customer service
- Active listening
- Critical thinking
- Data entry
Timeline
Customer Service Representative
Social Security Administration, SSA
04.2005 - 12.2025
Transportation Security Officer
Department of Homeland Security
11.2002 - 04.2005
Bachelor of Arts - Political Science
Montclair State College (now Montclair State University)