Summary
Overview
Work History
Education
Skills
Education and Training
Languages
Timeline
Generic

Yessica Garcia Hernandez

Tulare

Summary

Communicative customer service professional motivated to maintain customer satisfaction and contribute to company success. Managing inbound and outbound calls and sustaining satisfactory relationships with customers.

Professional agent skilled in client relations, conflict resolution, and negotiation. Proven ability to drive results through strategic problem-solving and effective communication. Strong emphasis on team collaboration and adapting to changing needs. Known for reliability, integrity, and focus on achieving goals efficiently.

Overview

16
16
years of professional experience

Work History

Care Connectios Senior Agent

Molina Healthcare
12.2023 - Current
  • Led team initiatives to enhance customer satisfaction and streamline service processes.
  • Developed training programs for new agents to improve onboarding efficiency and retention rates.
  • Analyzed performance metrics to identify areas for operational improvement and implement strategic solutions.
  • Mentored junior agents, fostering skill development and promoting a collaborative team environment.

Front Desk Receptionist /Head of Housekeeping Services

Extended Studio Stay Hotel
06.2017 - 03.2019
  • Answered incoming calls, redirected callers to the appropriate personnel or department and took messages as needed.
  • Maintained an organized reception area and ensured that all guests were attended to promptly.
  • Monitored visitor access control systems including issuing identification badges when necessary.
  • Provided excellent customer service by responding quickly to inquiries via phone or email in a professional manner.
  • Welcomed patrons to front desk and engaged in friendly conversations while conducting check-in process.
  • Explained policies and procedures to visitors.
  • Worked with housekeeping and maintenance staff to address and resolve building and room issues.

Store Manager

PLS Check Cashers
03.2013 - 12.2016
  • Resolved customer complaints in a timely manner.
  • Created weekly work schedules for store personnel.
  • Completed thorough opening, closing and shift change functions to maintain operational standards each day.
  • Enhanced customer satisfaction and store operations through relationship building and daily problem-solving.
  • Built customer confidence by actively listening to concerns and complaints and quickly resolving issues.
  • Reviewed customer feedback to make operational improvements and promote satisfaction.
  • Conducted daily store operations, including opening and closing procedures and cash handling.

Swing Manager

McDonald's
04.2009 - 08.2014
  • Supervised daily operations to ensure efficient service and customer satisfaction.
  • Trained and mentored team members on best practices and operational procedures.
  • Implemented inventory management strategies to optimize stock levels and reduce waste.
  • Coordinated staff schedules to ensure adequate coverage during peak hours.
  • Developed workflows that improved service speed while maintaining quality standards.
  • Resolved customer complaints effectively, enhancing overall dining experience and loyalty.

Education

High School Diploma -

CETis 147
07.2006

Skills

  • Customer Service
  • Customer Relations
  • Multitasking and Organization
  • Friendly and Positive
  • Policies and Procedures
  • Cash Management

Education and Training

other

Languages

Spanish
Native or Bilingual
English
Full Professional

Timeline

Care Connectios Senior Agent

Molina Healthcare
12.2023 - Current

Front Desk Receptionist /Head of Housekeeping Services

Extended Studio Stay Hotel
06.2017 - 03.2019

Store Manager

PLS Check Cashers
03.2013 - 12.2016

Swing Manager

McDonald's
04.2009 - 08.2014

High School Diploma -

CETis 147

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Yessica Garcia Hernandez