SUSANA HERNANDEZ
Los Angeles
Summary
Seeking a career opportunity to enhance current work knowledge and apply discipline in the workplace. Looking for a position that fosters personal growth and provides opportunities for advancement within the company.
Overview
15
15
years of professional experience
Work History
Sales Associate
Nike
05.2023 - Current
- Greet and service consumers with premium service
- Help with daily recovery task
- Assist at cashier and mobile station on check outs/returns
- Help arrange new merchandise and dress mannequins
- Help consumer with product questions, find specific products, and assist with completion of purchases
Customer Service Associate
Bank of America
01.2020 - Current
- Answer and assist an average of 70+ incoming calls a day
- Manage Small Business customer checking, savings and credit accounts
- Troubleshoot with online banking
- Provide outstanding service to new and long-standing customers by attending closely to concerns and developing solutions
- De-escalate upset customer concerns by maintaining a calm, friendly demeanor
Customer Service Representative
Branded Online
09.2016 - 12.2019
- Answered incoming calls, chats and emails, providing frontline customer support
- Assisted customer with product knowledge and any concerns
- Assisted placing new orders over the phone, assisted with existing orders, provided order status, and assisted with initiating returns
- Resolved product and service problems by clarifying customer complaints; determining the cause of the problem; selecting and explaining the best solution to solve the problem; following up to ensure resolutions
Insurance Sales Agent
Insurance Online
03.2013 - 09.2016
- Initiated business from numerous call-in quotes and successfully set appointments to complete new applications and issue new policies
- Explained coverage options to potential policyholders, answering questions or concerns
- Assisted with billing and payment, as well as general claims and underwriting concerns
Salesperson
Botach Tactical
09.2010 - 03.2013
- Provided direct sales floor assistance and knowledge of various firearms and accessories as a salesman/expert
- Efficiently processed multiple firearm background checks daily
- Assisted with police department gun transfers
- Regularly performed shipping out of state orders and receiving duties for new inventory
Education
Associate of Arts -
Los Angeles Trade Technical College
Los Angeles, CAHigh School Diploma -
Huntington Park Senior High School
Huntington Park, CASkills
- Bilingual
- Detail Oriented
- Strong Customer skills
- Active Listening skills
- Verbal and Written Communication
- Problem Solving
- Calm and Professional Under Pressure
- Great Multitasker
- Phone Etiquette
Timeline
Sales Associate
Nike
05.2023 - Current
Customer Service Associate
Bank of America
01.2020 - Current
Customer Service Representative
Branded Online
09.2016 - 12.2019
Insurance Sales Agent
Insurance Online
03.2013 - 09.2016
Salesperson
Botach Tactical
09.2010 - 03.2013
Associate of Arts -
Los Angeles Trade Technical College
High School Diploma -
Huntington Park Senior High School
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