Esmé Hernandez
Kitchener
Summary
Successful customer service representative with 7 years of experience addressing customer requests and concerns. Well-versed in operational standards and best practices in retail industry. Hardworking, disciplined and reliable team leader with demonstrated record of success.
Overview
5
5
years of professional experience
Work History
Instructor Assistant
Wilfrid Laurier University
09.2023 - Current
- Supported lead teachers in delivering educational content, contributing to a 95% positive classroom environment.
- Facilitated small group and one-on-one sessions, reinforcing learning and boosting student comprehension by 20%.
- Provided valuable classroom support to students, assisting in understanding assignments and activities.
Customer Service Coordinator
Marshall's (TJX Company)
11.2020 - 12.2022
- Policy Compliance and Training Oversight. Oversaw training and development, contributing to a 15% improvement in associate performance.
- Successfully supervised the floor in managers' absence, maintaining operational efficiency.
- Contributed insights to weekly action plans, enhancing operational efficiencies and compliance.
Customer Service Representative
The Brick
11.2019 - 09.2020
- Customer-Centric Communication. Responded to 50+ daily customer inquiries with courtesy and professionalism.
- Strategically set up optimal delivery or pick-up dates, contributing to increased customer satisfaction by 20%.
- Processed 50+ transactions weekly, actively promoting Brick credit cards
Travel Sales Consultant
Travel Nation Canada
06.2019 - 09.2019
- Exceptional Vacation Planning. Achieved a 98% customer satisfaction rate based on post-trip surveys.
- Efficient Booking Management. Processed an average of 50 bookings per week with 99.5% payment accuracy
- Successfully informed clients of crucial details for bookings, enhancing their travel confidence.
Education
University (Bachelor of Art’s) - Languages & Literature
Wilfred Laurier University
Waterloo, ON01.2021
College (Diploma) - Tourism – Travel Services Management
Humber College Institute of Technology & Advanced Learning
Toronto, ON01.2019
Skills
- Multilingual Communication: Fluent in English, Spanish, and French for diverse clientele interaction
- Team Collaboration: Collaborative team player driving collective success
- Sales and Marketing: Proven success in strategic product sales and marketing initiatives
- Tech Proficiency: Skilled in Microsoft Office (Excel & Word) and various software applications
- Client Relationship Building: Proactively builds positive, long-term client relationships
- Critical Thinking: Strong critical thinking for effective problem-solving
Certifications And Awards
- Travel Industry council of Ontario (TICO) certificate, 12/2018
Timeline
Instructor Assistant
Wilfrid Laurier University
09.2023 - Current
Customer Service Coordinator
Marshall's (TJX Company)
11.2020 - 12.2022
Customer Service Representative
The Brick
11.2019 - 09.2020
Travel Sales Consultant
Travel Nation Canada
06.2019 - 09.2019
University (Bachelor of Art’s) - Languages & Literature
Wilfred Laurier University
College (Diploma) - Tourism – Travel Services Management
Humber College Institute of Technology & Advanced Learning
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