Yubrank Herrera
Jacksonville,FL
Summary
Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires and providing customized solutions to build loyalty.
Overview
12
12
years of professional experience
Work History
Advisor I
Concentrix
08.2023 - 12.2023
- Received the highest amount of100% Customer Satisfaction Surveys in Team
- Met all required metrics including Issue Resolution, Compliance, Quality and ACH
- Initiated 7 supplemental classes thru the company's "university"
Existing Customer Sales Call Coordinator (Temp)
ADT Security Services
01.2023 - 05.2023
- Met all required metrics for Call Coordinator for EC Sales standing at top5% of the employees
- Rerouted up to1,113 misdirected calls per month from customers to the correct department
- Passed about2,350 calls to Existing Customer Sales Department
Customer Care Specialist
Evergreen Lifestyles Management
01.2022 - 09.2022
- Published universal pamphlets with information for homeowners to register online, make payments and file paperwork for all100 Communities we managed
- Created scripts to better assist in-bound call center in handling calls from +100 HOA communities
- Implemented a process to assist Care Specialists in obtaining up to25 “Good Deed” reviews per month
Bilingual Care Coordinator
CallOne
11.2020 - 04.2021
- Verified up to32 Workers Comp cases per day to assess correct documentation and reporting
- Scheduled up to30 Injured Workers to their prescribed therapies through worker’s compensation insurance payers per day
Events Sales Manager
Silverspot Cinema
11.2018 - 06.2019
- Led a team of3 in training restaurant management and staff with Hospitality training and etiquette courses
- Designed, created and implemented5 new menus for different types of events for easier access for customers
Floor Manager & Special Events Manager
Palace Bar
09.2015 - 07.2017
- Revised the Scheduling process, Improved Employee Records system for all32 employees, Co-created Weekly Brunch Menu
- Sought out $60,000 in sponsorship through Absolut Vodka and Southern Wine & Spirits
- Planned and executed500+ people capacity block parties promoting products and community events Booked DJs, Security, Cleaning Staff and Filed paperwork with the City for permits and plans
Marketing & Development Coordinator (Temp)
LGTBQ Task Force
03.2014 - 03.2017
- Winter Party Festival is a week-long $1M+ revenue making annual event
- Sought out sponsorships with Red Bull Miller Lite and the participation of other corporations, organizations and local businesses for the Pool Party, Beach Party and the Welcome Center
- Represented the Task Force at5 different meetings with the cities of Miami and Miami Beach, the Ocean Drive Association, Florida International University and the Florida Dept of Health
Bar Operations Manager
Twist Night Club
09.2011 - 05.2014
- LGTBQ nightclub of7-rooms with a staff of40 employees
- Revised Drink Ticket system which saved +$30k/year in Alcohol loss
- Recruited a loyal team of volunteers to assist with promotions and events year-round
- Introduced5 rising DJs to their regular line up within the LGTBQ community
Education
Business Administration & Project Management, Hospitality Management
Florida International University Strayer University
04.2026
Skills
- Collaboration
- Budgeting
- Customer Service
- Problem-Solving
- Strategic Planning
- Analytical thinking
- Relationship building
- Training and mentoring
- Compliance
- Customer service
- Teamwork and collaboration
- Excellent communication
- Organizational skills
- Multitasking
- Conflict management
- Compliance requirements
- Research
- Customer service
- Client relationship management
- Emotional intelligence
- Empathy and understanding
- Teamwork and collaboration
- Excellent communication
- Organizational skills
- Attention to detail
- Multitasking
- Conflict management
LANGUAGES
Spanish Fluent
English Fluent
Accomplishments
- Customer Satisfaction Excellence: Enhanced customer satisfaction at Global Call Center by receiving the highest amount of100% Customer Satisfaction Surveys in the team, demonstrating a composed and consistent approach to customer service.
- Operational Efficiency: Improved call routing efficiency at ADT Security Services by rerouting up to1,113 misdirected calls per month, showcasing a rational and focused approach to problem-solving.
- Event Planning Success: Led the planning and execution of500+ capacity block parties at Palace Bar, promoting products and community events, reflecting a hands-on and collaborative approach.
PERSONALITY STRENGTHS
- Conventional: Adheres to established processes and methods
- Flexible: Adaptable while maintaining stability and success
- Composed: Remains calm under pressure
- Engaged: Excels in teams and one-on-one interactions
Timeline
Advisor I
Concentrix
08.2023 - 12.2023
Existing Customer Sales Call Coordinator (Temp)
ADT Security Services
01.2023 - 05.2023
Customer Care Specialist
Evergreen Lifestyles Management
01.2022 - 09.2022
Bilingual Care Coordinator
CallOne
11.2020 - 04.2021
Events Sales Manager
Silverspot Cinema
11.2018 - 06.2019
Floor Manager & Special Events Manager
Palace Bar
09.2015 - 07.2017
Marketing & Development Coordinator (Temp)
LGTBQ Task Force
03.2014 - 03.2017
Bar Operations Manager
Twist Night Club
09.2011 - 05.2014
Business Administration & Project Management, Hospitality Management
Florida International University Strayer University
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