Customer Service Office

Mona Hernandez

Phone: 323-***-**** E-mail: *********@*****.***

Responsive, customer-focused professional with 20 plus years’ experience in performing

reception, clerical and administrative duties. Proven verbal and written communication skills.

Demonstrated talent in resolving customer issues, handling high volume phone calls and

answering customer queries. Productive and diverse exposure to professional services and

medical office environments. Areas of expertise include:

Handling Correspondence Customer Service

Reception Maintenance Premises Security

PBX/Switchboard Operation Log Keeping

Calendar Management Event Coordination

Conflict Resolution Confidentiality

EMPLOYMENT

Deloitte Services LLP August 1997- January 2015

Los Angeles, CA

Receptionist

Welcomed visitors; determined nature of business, and directed visitors to the appropriate

associates. Greeted the customers courteously and catered to their special requests, needs

and grievances. Oversaw maintenance of the reception and waiting areas.

Scheduled visitors temporary office space and meeting rooms for a variety of events such

as recruiting days and client meetings.

Answered incoming telephone calls; operated PBX and multi-line telephone systems for

an office with over 1600 employees.

Excelled in roles requiring the ability to handle a variety of customer service and

administrative tasks and resolved customer issues with expediency.

Maintained a contact network of employees to resolve a variety of customer situations

that could not be resolved at the front desk.

Issued, monitored and tracked temporary employee and visitor security badges, including

follow ups for returns. Coordinated with building security to insure that visitors were

allowed up to the reception area without unnecessary and inconvenient delays.

Issued and tracked parking validations including acquiring a department number to which

the charges would be allocated.

Various “Special Projects” as requested.

EDUCATION

Glendale Community College

General Education classes

TECHNICAL SKILLS

MS Office: Word, Excel and Outlook

Software: Agilquest, WorkSpeed; Typing Speed: 40 WPM; Fax and copier machines

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