Alexaundria Hernandez
San Francisco
Summary
Personable and dedicated customer service representative with extensive experience in industry. Strong work ethic, adaptability, and exceptional interpersonal skills. Motivated to maintain customer satisfaction, establish rapport with clients, and contribute to company success.
Overview
8
8
years of professional experience
Work History
Technical Support Supervisor
Fresenius Medical Care Dialysis
Concord
12.2021 - Current
- Supervised technical support team to ensure efficient service delivery.
- Trained staff on troubleshooting techniques and customer service best practices.
- Coordinated with other departments to resolve complex technical issues promptly.
- Developed training materials for onboarding new technical support employees.
- Facilitated weekly meetings to discuss challenges and share solutions among staff.
- Resolved escalated customer service issues and follow ups within established timelines.
- Ensured compliance with company policies and procedures related to Technical Support operations.
- Assigned tasks to staff members based on individual skillsets.
- Monitored team performance and provided regular feedback for continuous improvement.
- Worked with the Director on the hiring of new techs for the support team.
Technical Support Specialist
Fresenius Medical Care Dialysis
Concord
11.2019 - 10.2021
- Provided technical support for dialysis equipment and related systems.
- Trained new employees on equipment operation and troubleshooting procedures.
- Documented technical issues and resolutions in a centralized database.
- Received inbound phone calls from customers to provide first-level support and remotely troubleshoot issues with service, equipment or customer accounts.
- Documented and updated case notes for each customer and work order.
- Handled customer service issues by providing guidance or escalating for advanced support.
- Developed and maintained strong relations with customers to meet quality expectations.
- Escalated complex issues to senior technical staff, ensuring proper follow-through until resolved.
- Maintained positive working relationship with fellow staff and management.
Sales Associate
Ross dress for less
Brentwood
09.2017 - 08.2019
- Assisted customers with product selection and provided exceptional service.
- Maintained store cleanliness and organized merchandise displays effectively.
- Able to meet normal store demands which includes standing, lifting, loading and unloading trucks, and unpacking merchandise.
- Stocked shelves and ensured availability of popular items for customers.
- Handled customer inquiries and resolved issues promptly to ensure satisfaction.
- Helped customers find specific products, answered questions, and offered product advice.
- Collaborated with team members to achieve daily sales goals efficiently.
- Trained new associates on store policies and customer engagement techniques.
- Performed cashier duties such as accepting payments, issuing receipts and counting money back change.
Education
High School Diploma -
Antioch High School
Antioch, CA06-2013
Skills
- Customer service excellence
- Adaptability and flexibility
- Problem solving
- Teamwork and collaboration
- Effective communication
- Team leadership capabilities
- Time and workflow management
Timeline
Technical Support Supervisor
Fresenius Medical Care Dialysis
12.2021 - Current
Technical Support Specialist
Fresenius Medical Care Dialysis
11.2019 - 10.2021
Sales Associate
Ross dress for less
09.2017 - 08.2019
High School Diploma -
Antioch High School
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