Esperanza Hernandez
Dublin
Summary
Customer service and office management professional with experience in remote and on-site support. Skilled in billing, account management, dispatch coordination, and administrative operations in high-volume environments.
Overview
13
13
years of professional experience
1
1
Certification
Work History
Customer Service Representative II
Mt. Diablo Resource Recovery
Concord, CA (Hybrid)
01.2022 - 02.2026
- Provided detailed information and assistance to customers on waste collection, recycling, landfill operations, and service schedules via multiple communication channels.
- Coordinated account setup and addressed billing inquiries, ensuring efficient service for both residents and commercial clients.
- Managed service request, complaint, and work order processing, ensuring prompt resolution and thorough documentation.
- Facilitated collaboration with operations drivers and supervisors to address service issues and rectify missed pickups.
- Managed high-volume call handling in a dynamic municipal environment with a focus on professionalism and courtesy.
- Addressed customer concerns and complaints to enhance community relations.
Customer Service Representative
Copia Resources
San Ramon, CA (Remote)
09.2019 - 12.2021
- Facilitated effective communication with residential and commercial customers to address inquiries about waste recycling and environmental services.
- Oversaw high-volume inbound and outbound calls, emails, and service requests while operating remotely.
- Guided customers through account setup, addressed billing inquiries, processed payments, implemented service changes, and resolved issues efficiently.
- Managed entry and maintenance of accurate customer records, work orders, and service notes within cloud-based systems.
- Collaborated with dispatch drivers and operations teams to resolve service delays and accommodate special requests.
Front Office Manager
Driven Brands
Antioch, CA
08.2013 - 08.2019
- Oversaw daily office operations for collision repair facility.
- Managed customer intake processes, scheduling appointments and coordinating insurance documentation and estimates.
- Managed accounts payable and receivable invoicing and deposits to ensure accurate financial transactions.
- Administered record maintenance through shop management software to ensure accurate data tracking.
- Coordinated interactions among customers, insurance adjusters, and technicians to enhance operational workflow.
- Conducted regular performance evaluations of team members, providing constructive feedback to support professional growth.
Education
High School Diploma -
Independence High School
Brentwood06.2014
Buisness
Diablo Valley College
Pleasant Hill, CA06.2027
Associate of Science - Business
Diablo Valley College
Pleasant Hill, CA06.2027
Skills
- Customer service
- Active listening
- Critical thinking
- Data entry
- Call center experience
- Conflict resolution
Certification
- Patient Care Representative, Prima Medical Institute
Timeline
Customer Service Representative II
Mt. Diablo Resource Recovery
01.2022 - 02.2026
Customer Service Representative
Copia Resources
09.2019 - 12.2021
Front Office Manager
Driven Brands
08.2013 - 08.2019
High School Diploma -
Independence High School
Buisness
Diablo Valley College
Associate of Science - Business
Diablo Valley College