Dedicated Retail Service Specialist focused on giving every customer top-notch support for any request. Handles high-volume work with organized approach by staying on top of routine needs and special requests. Offers valuable administrative, customer relations and sales abilities.
Hi, I’m
Zermaine Jean Hernandez
Summary
Overview
17
years of professional experience
1
Certification
Work History
Fedex Office And Print
Retail Customer Service Associate
04.2022 - Current
Job overview
- Kept customer spaces clean, neat and organized for maximum appeal.
- Assisted customers in making informed purchase choices and selecting products.
- Recommended appropriate services to customers and helped overcome objections with persuasive communication style.
- Protected products from damage by using proper packaging and bagging techniques.
- Fulfilled customers' special requests for merchandise and delivery times.
- Distributed information to in-store guests and answered questions to serve needs and drive sales.
- Coordinated efficient product deliveries to meet customers' demands.
ServiceSource
Sales Support Specialist
07.2019 - 01.2022
Job overview
- Managed customer accounts, responding to inquiries and resolving customer service issues
- Helped cultivate and maintain business relationships by professionally handling partner and customer needs.
- Performed effectively in self-directed work environment, managing day-to-day operations and decisions.
- Documented customer complaints and completed corrective action requests.
- Developed working knowledge of CRM to effectively track sales leads and activities.
- Built relationships with customers and community to promote long term business growth.
- Collaborated with managers to provide customer feedback and recommend operational changes to meet emerging trends.
- Quoted prices, credit terms and other bid specifications.
- Kept detailed records of daily activities through online customer database.
HCL Technologies
Billing Consultant
06.2014 - 05.2017
Job overview
- Generated invoices upon receipt of billing information and tracked collection progress.
- Researched and resolved billing discrepancies to enable accurate billing.
- Monitored customer accounts to identify and rectify billing issues.
- Worked with multiple departments to check proper billing information.
- Processed and verified invoices to secure accuracy of billing information.
- Reviewed and reconciled customer accounts to manage accuracy of payments.
- Generated monthly invoices for customers in multiple formats to provide transparency.
Infosys BPM
Senior Process Executive
10.2011 - 06.2014
Job overview
- Collaborated with peers to measure ongoing process performance, enacting changes based on historical data.
- Coordinated multi-team process initialization, reducing associated redundancies and dependencies.
- Evaluated identify opportunities, trends and best practices to strengthen business platform and development practices.
- Prepared accurate documents for customer and business needs.
- Investigated basic issues and escalated more complicated concerns.
- Answered telephone or online requests and completed interactions quickly to meet productivity goals.
- Conducted research to address shipping errors and packaging mistakes.
Megamed Diagnostic Center
Medical Secretary/Medical Encoder/Administrative Assistant
11.2006 - 06.2008
Job overview
- Answered multi-line phone system, routing calls, delivering messages to staff and greeting visitors.
- Restocked supplies and placed purchase orders to maintain adequate stock levels.
- Executed record filing system to improve document organization and management.
- Scheduled office meetings and client appointments for staff teams.
- Sorted and distributed office mail and recorded incoming shipments for corporate records.
- Managed phone and email correspondence and handled incoming and outgoing mail and faxes.
- Assisted coworkers and staff members with special tasks on daily basis.
- Created and maintained detailed administrative processes and procedures to drive efficiency and accuracy.
- Opened and properly distributed incoming mail to promote quicker response to client inquiries.
- Surpassed team goals by partnering with colleagues to implement best practices and protocols.
- Received and sorted incoming mail and packages to record, dispatch, or distribute to correct recipient.
Education
All Is Well Healthcare AcademyLittle Elm, TX
No Degree from Patient Care Technician
07.2023
University Overview
- Ranked in Top 10 of class
- Cumulative Grade A
Clinicals Patient Care Technician
- Prairie Estates- Frisco Texas (June-July 2023)
- Healing Care Pediatrics - Frisco Texas (July 2023)
St. Jude College ManilaManila,Philippines
Bachelor of Science from Radiologic Technology
04.2011
University Overview
Skills
- Complex Product Knowledge
- Microsoft Office
- SAP, Salesforce Tools
- Customer Service
- Printing Signs and Graphics
- Basic Life Support (CPR,AED)
- Patient Care and Monitoring
- Next Gen EHR
- Shipment Packing
Certification
- American Heart Association BLS (CPR and AED) Ecard code: 235418301036
- Patient Care Technician
Languages
Filipino
Native or Bilingual
English
Professional Working
Timeline
Retail Customer Service Associate
Fedex Office And Print
04.2022 - Current
Sales Support Specialist
ServiceSource
07.2019 - 01.2022
Billing Consultant
HCL Technologies
06.2014 - 05.2017
Senior Process Executive
Infosys BPM
10.2011 - 06.2014
Medical Secretary/Medical Encoder/Administrative Assistant
Megamed Diagnostic Center
11.2006 - 06.2008
All Is Well Healthcare Academy
No Degree from Patient Care Technician
St. Jude College Manila
Bachelor of Science from Radiologic Technology
- American Heart Association BLS (CPR and AED) Ecard code: 235418301036
- Patient Care Technician
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