Jonathan Hernandez
Wilmington
Summary
Skilled in CRM software and complaint resolution, I boosted customer satisfaction at TTEC by streamlining service protocols. As a Production Manager at Gearhead Society LLC, I enhanced quality control, achieving a significant increase in compliance with company standards. My expertise in customer relations and process optimization consistently meets employer needs. I also run a small business online.
Overview
2
2
years of professional experience
Work History
Csr
TTEC
11.2024 - 02.2025
- Responded to customer requests for products, services, and company information.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Answered constant flow of customer calls with minimal wait times.
- Educated customers about billing, payment processing and support policies and procedures.
- Delivered prompt service to prioritize customer needs.
Production Manager
Gearhead Society LLC
06.2023 - 08.2024
- Reviewed work for quality and compliance with company standards and design specifications.
- Managed continuous improvement initiatives to drive gains in quality, flow, and output.
- Resolved issues quickly to maintain productivity goals.
- Standardized production procedures, job roles, and quality assurance guidelines.
- Sourced materials to keep up with production goals and meet customer demands.
- Created streamlined production schedules and collaborated with production employees to communicate objectives and goals.
- Estimated labor requirements to support anticipated workload.
- Monitored team budgets to keep projects on task and avoid waste.
- Reviewed maintenance and repair problems to determine appropriate action for resolution.
- Operated specialized equipment, gauges and instruments to track and assess gas levels.
- Coordinated with other departments to align production with customer requirements.
- Monitored inventory levels and restocking schedules to avoid production delays from unavailable materials.
- Implemented quality control system to review products against technical specifications and corporate standards.
- Oversaw routine maintenance programs and scheduled service to keep equipment functioning at peak levels.
Education
High School Diploma -
Millikan High School
Long Beach, CA06-2010
Skills
- CRM software
- Call center experience
- Complaint handling
- Complaint resolution
- Shipping procedures
- Customer relations
- Shipping and receiving
- Order processing
- Order fulfillment
- Quality control
- Computer proficiency
- Customer service
- Credit card payment processing
- Payment processing
Languages
Spanish
Native or Bilingual
English
Native or Bilingual
Interests
- Tech enthusiast, passionate about exploring the latest advancements and innovations
- Graphic Design
- Auto Repair/Restoration
- Designing and Printing 3D Models
- 3D Printing
Timeline
Csr
TTEC
11.2024 - 02.2025
Production Manager
Gearhead Society LLC
06.2023 - 08.2024
High School Diploma -
Millikan High School
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