Customer Service Assistant

Ercilia Hernandez

**** ********** *** *-* Bronx, NY 10468 Cell 646-***-****

**********@*****.***

Objective: Highly accomplished business professional with experience in Customer Service.

Accustomed to managing multiple responsibilities in a diverse and fast-paced environment.

Looking to engage in an established corporation where there is an opportunity for potential

development, growth and future advancement.

EXPERIENCE

Lawrence Enterprise & Partnership New York

August 2011- Current

Office Assistant

• Organize airline vouchers by date and enter data into an Excel Spreadsheet. Responsible for

billing over 75 airlines.

• Obtain all the balances of vouchers for the month using QR soft program

• Create invoices for each individual airline and submit for payment

• Handle unemployment claims via fax and telephone.

• Handle customer complaints.

• Handle all chargeback when received

• Answer phones and keep all files organized

• Improved Customer Service Complaints and Feedback by increasing the percentage from

75% to 100% which is the highest percentage in the company’s history

Parent Care Home Care

January 2010-August- 2010 New York

Coordinator

• Tracked attendance for employees on a daily basis to ensure HHA were at their site on a

timely manner

• Created incident reports and sent information to contractors

• Answered phones take messages for COO of the company

• Responsible for assigning 40 HHA to their patients

• On call 24 hours on the weekend

• Created documentations for meetings upon request

• Organized and participated in orientations which took place monthly

• Kept track of HHA work schedules to ensure proper payroll

NYC Off Track Betting

October 2005-September 2010 New York

Customer Service

• Processed customer bets into Com-Stat computerized system which included cancelling,

cashing, and generating tickets

• Handled large sums of money on a daily basis

• Making sure that all transactions which include amount of sales, payouts, cancellations match

the total of amount shown in Com-Stat system

• Ensured that at the end of my work shift all paperwork was in order and coincide with Com-

Stat data

NYC Off Track Betting New York

July 2003-September 2005

Custodial Services

• Maintained a clean and presentable environment for clients in different branches as assigned

• Updated race sheets and schedule for clients use

• Answered questions and concerns regarding races and paperwork needed for client betting

and cash outs

NYC Off Track Betting (Corporate Headquarters)

January 2005-April 2005 ` New York

Executive Assistant (Facilities Director)

• Assisted in creating important contractual documents and specifications for various

construction projects

• Generated correspondences to all concerned parties

• Answered multi line telephone system and took messages for department director

• Logged complaints regarding facilities and ensured they were handled accordingly

EDUCATION

Monroe College

Associates Degree awarded June 2005 (Computer Technology)

Bachelors Degree awarded June 2007 (Criminal Justice)

SKILLS

Microsoft Office (Word, Excel, PowerPoint Outlook, Access) Publishing and HHA Exchange. QSR

Soft, Fluent in Spanish and English

REFERENCES AVAILABLE UPON REQUEST

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