Natalia Hernandez
Azusa
Summary
Experienced professional with a strong background in customer interactions and service solutions. Demonstrates exceptional skills in conflict resolution, communication, and problem-solving, leading to high levels of customer satisfaction and loyalty. A valuable team collaborator who adapts easily to changing needs and remains consistently focused on achieving results through efficient and empathetic service. Recognized for reliability and a proactive approach in meeting both customer and organizational goals.
Overview
8
8
years of professional experience
Work History
Customer Service Associate
Bob's laundromat
06.2023 - Current
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Developed strong relationships with clients through attentive listening and empathetic understanding of their needs.
- Trained new associates in company policies and procedures, fostering a supportive work environment.
- Handled billing and payment issues by following guidelines and resolving disputes.
- Resolved customer complaints, leading to noticeable improvement in customer satisfaction scores.
- Managed multiple customer queries simultaneously, ensuring timely and accurate responses.
Customer Service Representative
Centric's Parts
01.2020 - 06.2023
- Managed high-volume inbound calls, effectively prioritizing issues to ensure swift resolution and minimize hold times for customers.
- Enhanced customer satisfaction by addressing and resolving complex inquiries in both English and Spanish languages.
- Gained customer trust by providing knowledgeable and accurate information in both English and Spanish.
- Provided language translation services for customer service inquiries.
- Consistently maintained a professional demeanor under pressure during high-call volume periods or challenging customer interactions.
- Utilized advanced knowledge of products and services to provide accurate information to customers while upselling when appropriate.
- Managed cash flow effectively, ensuring all company liabilities were met in a timely manner and surplus funds were invested wisely.
- Use dashboards and metrics to analyze cash flow, profitability and other key performance indicators (KPIs)
- Maintained detailed record of customer interactions, ensuring accountability and follow-up.
- Managed multiple customer queries simultaneously, ensuring timely and accurate responses.
Dispatcher/Customer Service
Ap Express
04.2019 - 01.2020
- Communicated with drivers and personnel to coordinate timely delivery of goods and materials.
- Directed dispatching, routing, and tracking of 10+ fleet vehicles.
- Maintained updated and detailed records of calls in physical and electronic database.
- Generate Estimates
- Invoicing, including Batch Invoicing
- Use dashboards and metrics to analyze cash flow, profitability and other key performance indicators (KPIs)
- Quickly snipe out inefficiencies by setting up auto-monitoring of KPIs
- Generate advanced reports with attractive graphs suitable for presentation.
- Tracked delivery progress to identify possible delays and provide real-time updates to customers.
Data Entry Clerk
FabFitFun
11.2016 - 03.2019
- Completed data entry tasks with accuracy and efficiency.
- Organized, sorted, and checked input data against original documents.
- Entered data into various computer systems accurately using Microsoft Office Suite.
- Verified accuracy of data entered into system to produce error-free reports.
- Sorted documents and maintained organized filing process.
- Created and maintained data entry logs to track data entry activities.
- Communicated with supervisors and colleagues to process data quickly and resolve discrepancies.
- Improved data accuracy by meticulously reviewing and updating customer information.
Education
High school diploma -
09.2014
Skills
- Client Support
- Detail-Oriented Data Management
- QuickBooks Software Expertise
- Key Touch Points
- Proficient in English and Spanish
- Microsoft Excel
- Call center operations
- Scheduling
- Administrative support
- Clerical support
Languages
Spanish
Native or Bilingual
English
Native or Bilingual
Timeline
Customer Service Associate
Bob's laundromat
06.2023 - Current
Customer Service Representative
Centric's Parts
01.2020 - 06.2023
Dispatcher/Customer Service
Ap Express
04.2019 - 01.2020
Data Entry Clerk
FabFitFun
11.2016 - 03.2019
High school diploma -
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