NORMAN JESUS HERNANDEZ
Calgary,Canada
Summary
I have extensive expertise in the field of customer relations with over 15 years of experience in the Business Process Outsourcing industry growing my career from an agent to a manager. I developed and continued to enhance my skills which augmented my growth both professionally and personally. Some of these skills are critical and analytical thinking, team player and collaborator, effective negotiation, adaptability, and impeccable work ethic and integrity.
Overview
13
13
years of professional experience
Work History
Customer Service Representative
Federal Express Canada
02.2024 - Current
- Trained with Canadian and International customs regulations and shipments of Dangerous goods
- Earned a 7.0/7.0 rating for the Performance Review of the first 6 months in the new position
- Currently being cross-trained for all other positions of the department
- To provide accurate information and assistance to customers requiring direct customer interface
- Performs front counter duties assisting customers with shipping and receiving domestic and international packages
- Creates and handles various cases concerning shipments by coordinating directly with shippers, recipients, other departments and other locations
- Monitors live shipments and communicates with drivers to address shipment concerns in real time
- Handles customer payments in-person and over the phone
- Perform administrative duties necessary for efficient operations
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
Cargo Handler
Federal Express Canada
01.2024 - 02.2024
- Lifts and maneuvers packages weighing up to 150 lbs with appropriate equipment
- Sorts international and domestic packages to be loaded to vans and shipping containers
- Scans and routes international packages that have been cleared by Canadian Customs
Customer Support Associate
Federal Express Canada
09.2021 - 12.2023
- Awarded as Rookie of the Year for Vancouver site for 2021-22
- Averaged 4.85/5.0 for customer satisfaction survey response
- Selected to be part of the pilot team to test and implement new software to be used by the entire customer service roster
- Provides accurate information to customers inquiring about the status of their respective packages
- Coordinates with other departments in the company for the resolution of client concerns
- Assists in the shipment process by providing quotations, validating customs requirements, and scheduling pickups or identifying drop-off locations
- Helps check, prepare, and follow up on claims filed by clients regarding lost or damaged packages
- Creates personal accounts for new clients
- Handles credit card payments regarding shipping invoices and Canadian customs charges
- Promotes continued sales and generates potential incremental revenue wherever possible
Business Development Manager
Magellan E-Support Services
09.2018 - 02.2021
- Signed over 30 new campaigns for the company
- Researched and proposed potential business deals by contacting prospective clients and discussing outsourcing requirements
- Screened potential business deals through analysis of current market strategies, assessment of business requirements, financial aspects, evaluating options, and resolving internal priorities then recommending appropriate outsourcing solutions
- Developed negotiating strategies and positions by studying the integration of new ventures with company business plans and operations, examining risks and potentials, and estimating partners' needs and goals
- Concluded new business deals by coordinating requirements and integrating contract requirements with business operations
- Created the account profiles and conducted the official handover from business development to implementation
Program Manager
Magellan E-Support Services
01.2015 - 08.2018
- Designed the targets and performance improvement plans for various accounts to measure and increase agent/team performance
- Implemented cross-training of top agents to reduce excess headcount of operations
- Set up customer satisfaction surveys to gauge client perception of product and customer service
- Collaborated with other leaders in enhancing and improving company processes
- Involved in initiative planning and implementation
- Managed over 60 agents across five team leaders based on their respective business unit objectives and requirements
- Monitored and evaluated performance to ensure goals were met according to the defined goals, rules, and processes of the company and client
- Audited agent folders and scorecards to gauge overall team and team lead compliance and performance
- Conducted coaching sessions with team leaders to assist in operational requirements, procedures, and concerns
- Communicated directly with the clients regularly to provide status and updates on business targets
- Liaised with other departments to maintain communication, understand all necessary aspects and needs of employees' training and development, and ensure they are fully informed of the training and development objectives, purposes, and achievements
- Presented monthly, quarterly, and yearly business reports to the CEO on the performance of the accounts assigned to the cluster
- Involved in the hiring process of applicants for both agent and team lead posts
- Oriented new team leads about company guidelines and protocols, and client and operational deliverables
Senior Team Leader
Magellan E-Support Services
09.2011 - 12.2014
- Improved client satisfaction and acted proactively by providing feedback to Training and Management regarding program performance
- Reviewed action plans with the Program Manager in a timely and effective manner
- Ensured that the company’s standard procedures were always implemented and complied with
- Acted as the main point of contact regarding matters in the company if the Program Manager and/or Operations Director is/are not available
- Participates in Administration Hearings on HR cases for agents
- Performed other duties as assigned by the Program Manager, Operations Director, and client
Education
Administrative Assistant Certificate -
Fraser Valley Continuing Education
Langley, BC02.2024
Six Sigma Certificate -
Magellan E-Support Services
09.2017
Bachelor of Science - Electronics and Communication Engineering
Ateneo de Manila University
03.2006
Skills
- Excellent verbal and written communication skills
- Multi-tasking
- Can work with little-to-no supervision
- Staffing
- Scheduling
- Time management
- Organizational
- Administrative
- Problem-solving
- Conflict resolution
- Account and client management skills
- Advanced user of MS Office
- Salesforce
- Proficient with Zoom
- MS Teams
Websites
Languages
English
Native or Bilingual
Timeline
Customer Service Representative
Federal Express Canada
02.2024 - Current
Cargo Handler
Federal Express Canada
01.2024 - 02.2024
Customer Support Associate
Federal Express Canada
09.2021 - 12.2023
Business Development Manager
Magellan E-Support Services
09.2018 - 02.2021
Program Manager
Magellan E-Support Services
01.2015 - 08.2018
Senior Team Leader
Magellan E-Support Services
09.2011 - 12.2014
Administrative Assistant Certificate -
Fraser Valley Continuing Education
Six Sigma Certificate -
Magellan E-Support Services
Bachelor of Science - Electronics and Communication Engineering
Ateneo de Manila University
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