Zuliannie Hernandez
282 Walnut Avenue,PA
Summary
Dedicated Customer Service professional with knowledge of service delivery and prov 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
16
16
years of professional experience
Work History
Customer Service Agent
Federal Express Corporation
11.2018 - Current
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Responded to customer calls and emails to answer questions about products and services.
- Demonstrated high attention to detail, organization and management of multiple tasks and projects simultaneously.
- Evaluated customer information to explore issues, develop potential solutions, and maintain high-quality service.
- Addressed customer account discrepancies and concerns.
- Escalated complicated customer account issues to supervisors and help desk workers.
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
- Followed up with customers about resolved issues to maintain high standards of customer service.
Program Assistant
William Hudson Senior Center
08.2013 - 11.2018
- Analyzed client files, distinguished barriers, and identified appropriate referrals
- Assisted with planning and coordinating day-to-day and special program activities.
- Managed both digital and physical filing systems and retrieved documents as required.
- Assisted in organizing and disbursing donations, as well as performing inventory checks
- Gathered specific employment opportunities and researched health organizations
- Trained interns and some of the staff on the process of inputting information into the spreadsheets & database.
Sales Representative
Best Value Auto Body Supply
04.2007 - 08.2013
- Established positive customer relationships and resolved all services professionally
- Answered customer questions about products and services, helped locate merchandise, and promoted key items.
- Developed strong rapport with customers and created positive impression of business.
- Completed registration paperwork and sales documentation.
- Responded to customer enquiries via telephone and email.
- Developed successful sales strategies to maximize customer satisfaction and profit.
- Closed sales by overcoming objections, asking for sales, negotiating price, and completing purchase contracts,
- Produced sales and invoices for same day and next day deliveries
- Sold over $40,000 on aftermarket parts on a monthly basis
- Developed and maintained relationships with key Management personnel.
Sales Representative
Mid Town Promotions Energy
10.2008 - 11.2011
- Followed through with leads to close sales over phone, in office and during external consumer engagements.
- Built local sales and marketing plan for each targeted district within defined territory.
- Participated in skills development initiatives to promote team competence and success.
- Collaborated with leadership to identify marketing and communication needs for team and stakeholders.
- Completed media training for live interviews and other public-facing communication.
- Implemented marketing strategies to generate leads and increase sales revenue.
- Monitored and reported on sales performance metrics to inform decision making.
Education
Associates - Theology
J.C.W.W
10.2018
Skills
- Detailed Oriented
- Call Center Operations
- Active Listening
- Customer Service
- Multitasker
- Effective communication
Languages
Spanish
Native or Bilingual
Timeline
Customer Service Agent
Federal Express Corporation
11.2018 - Current
Program Assistant
William Hudson Senior Center
08.2013 - 11.2018
Sales Representative
Mid Town Promotions Energy
10.2008 - 11.2011
Sales Representative
Best Value Auto Body Supply
04.2007 - 08.2013
Associates - Theology
J.C.W.W
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