Customer Service Call Center

Sofi Hernandez

Cell Phone number: 915-***-**** Email:***********@*****.***

Career Objective:

To obtain a position in a company that will give me the opportunity to use my work related experience and skills; within a growing company, with team oriented goals and individual advancement opportunities.

Work history:

Bashk International Inc. El Paso, TX Position: Trainer for Coaching Department (OPI)

Planned, coordinated the operations of the OPI training department. Responsibilities included managing daily operations, planning the use of materials, work activities and resources necessary for phone and computer coding in accordance with guidebook specifications. Translated all documents from English to Spanish. Prepared all materials for personnel manufacturing, special projects, or services to aid management in bidding on or determining price of product or service.

Fullbeauty USA, El Paso, TX Position: Sales associate and coaching (training)

Telemarketer/Sales: In bound call center. Met goal performance matrix 4 years in a row. Customer service, payments, focused on one call resolutions. Met sales performance goals.

Coaching (training): As a coach I would assist, teach fellow associates how to build a relationship with the customer and sell an additional item or two easily. Coached to properly interact (build rapport) with customers in a friendly behavior as well as a way to stay on point. For example: a customer would call in very upset the associate is to show empathy, listen to the situation allow them to speak, comprehend the situation recognize how the customer feels, and try to solve the problem so the customer is satisfied, 1 call resolution

Patriots Service, El Paso, TX Position: Account Manager

Inbound call center customer service, assisted in opening accounts, transfer money to other accounts, help with difficulties of accessing accounts and assisted to correct the problem no matter where the client was located. Managed payments, reset password, provide account information, I would resolve credit card issues for customer and did general bank customer service.

Education

AS in Computer Science in Business/Accounting 1994-1996 San Joaquin Delta, Stockton, CA

Pharmacy Technician 1992-1995 Silicon Valley College Fremont, CA

BA in Business/Accounting 1990-1992 Mexico

Skills

Microsoft Office • Excel • Access • Outlook • PowerPoint • FrontPage • Windows • Lotus Smart Suite • People Trak • Abbra Suite • ADP & Report Smith • QuickBooks • COATS • Q-Basic • QuickBasic • Kronos • JD Edward’s •

Contact this candidate