Customer Service Call Center

NH

NATIVIDAD HERNANDEZ

********************@*****.*** 312-***-**** Chicago, IL 60628

Motivated customer service representative focused on streamlining service procedures and maximizing team productivity. Consistent in satisfying customers, building loyalty and driving retention processes. Demonstrates superb judgment in balancing customer, employee and company objectives. Project Management

One Call Resolution

Quality Assurance

Call Center Operations

Regulatory Compliance

Training and mentoring

Complaint resolution

Customer Service

Staff Management

Walmart IL

Customer Service Manager

09/2015 - 10/2024

Analyzed call center data to identify trends in customer issues and recommend solutions accordingly.

Maintained accurate records of customers' interactions with the company in order to provide better future services.

Planned and led team meetings to review business results and communicate new and ongoing priorities.

Analyzed business performance data and forecasted business results for upper management.

Interviewed prospective employees and provided input to HR on hiring decisions.

Assigned work and monitored performance of project personnel. Provided exceptional customer service to ensure customer satisfaction. Developed and implemented strategies for providing excellent customer service experience.

Reviewed customer feedback and complaints to identify areas of improvement in customer service processes.

Farragut Career Academy Chicago, IL

High School Diploma

06/2008

Summary

Skills

Experience

Education and Training

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