Yvette Hernandez
Lake Jackson,TX
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, ad providing customized solutions to build loyalty.
Overview
6
6
years of professional experience
Work History
Customer Service Representative Remotely
Genpact
09.2019 - 10.2023
- Handled customer inquiries and suggestions courteously and professionally.
- Answered constant flow of customer calls with minimal wait times.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Updated account information to maintain customer records.
- Provided primary customer support to internal and external customers.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Educated customers about billing, payment processing and support policies and procedures.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
Drug & Alcohol Counselor
Acadia Healthcare
Portland , OR
07.2018 - 08.2019
- Educated patients with community resources and supportive networks to assist with their recovery.
- Self-motivated, with a strong sense of personal responsibility.
- Skilled at working independently and collaboratively in a team environment.
- Strengthened communication skills through regular interactions with others.
- Organized and detail-oriented with a strong work ethic.
- Excellent communication skills, both verbal and written.
- Identified issues, analyzed information and provided solutions to problems.
- Participated in team projects, demonstrating an ability to work collaboratively and effectively.
- Worked well in a team setting, providing support and guidance.
- Proven ability to learn quickly and adapt to new situations.
Customer Service
PacifiCorp
Portland , OR
06.2017 - 12.2017
- Processed application for new utility services and stop services
- Negotiating payments plans, creating customer correspondences, assisting with power outages, restoration of electric services.
- Handled calls promptly and with courteous professionalism.
- Maintained working knowledge of products, accounts, representatives, tools and systems.
- Processed orders, service requests and applied information to customers.
- Enhanced customer satisfaction by addressing inquiries and resolving issues promptly and professionally.
- Managed a large portfolio of accounts, maintaining regular contact to assess ongoing needs and offer tailored solutions.
- Delivered excellent customer service by actively listening to concerns, empathizing with their situation, and offering practical solutions promptly.
Education
Associates of General Studies -
Portland Community College
06.2018
Addiction Studies Certificate -
Portland Community College
01.2018
Skills
- Account Updating
- Data Entry
- Call Management
- Product Knowledge
- Active Listening
- Strong Analytical and Problem-Solving Skills
Timeline
Customer Service Representative Remotely
Genpact
09.2019 - 10.2023
Drug & Alcohol Counselor
Acadia Healthcare
07.2018 - 08.2019
Customer Service
PacifiCorp
06.2017 - 12.2017
Associates of General Studies -
Portland Community College
Addiction Studies Certificate -
Portland Community College
Similar Profiles
Afreen FatimaAfreen Fatima
Process associate at GenpactProcess associate at Genpact
Pankaj VermaPankaj Verma
Senior Operations Manager at GenpactSenior Operations Manager at Genpact
Detravia ThomasDetravia Thomas
Customer service specialist at GenpactCustomer service specialist at Genpact
Ashish SikligarAshish Sikligar
Assistant Vice President, Operations at GenpactAssistant Vice President, Operations at Genpact
Esabella [Ella] CasasEsabella [Ella] Casas
Volunteer at Adapted Aquatics Swim CampVolunteer at Adapted Aquatics Swim Camp