Yolanda Hernandez

*** *. ****** #*. ********, Texas 78644

512-***-****

Objectives: Looking to apply my 30+ years of Customer Service experience, in a challenging environment to achieve the company’s goal. In building Customer loyalty by leveraging interpersonal skills and offering top Customer Service.

Skills

● Fluent in Spanish

● Oral and Written communication

● Courteous demeanor

● Strong organizational skills

● Customer service expert

● Active listening skills

● Inventory control familiarity

● Data Entry

● Sharp problem solver

● Energetic work and positive attitude

● Skilled in call center operations

● Resolved service, pricing and technical problems for customers by asking clear and specific questions.

● Telephone inquiries specialist, Answered a constant flow of customer calls with up to 30 calls in queue per minute

● Defused volatile customer situations calmly and courteously

● Committed to maintaining data integrity

Technical Skills

● DCPS – Disability Case Processing System

● MicroPack1

● Web EViews

● Microsoft Outlook

● Skype for Business

● Microsoft Office, Word, Excel and Power Point

● 10 Key, Fax and Copy Machine

● Multi-Line Phone Systems

● Register

Work Experience

Call Respond Center

Health and Human Services Commission – April 01, 1999 to present 4900 N. Lamar Blvd Austin, TX 78751

Provide accurate and appropriate information in response to Client’s inquiries. Maintain up-to-date records at all times. Worked with management to ensure appropriate changes were made to improve customer services. Address Client inquiries in a timely and accurate fashion. Review and update Client’s file within database to maintain accurate records. Fax documents to doctor offices when requested. Mailed forms to Client when requested. Listen attentively to caller needs to ensure a positive customer experience. Managed high call volume with tact and professionalism. Data Entry when assigned. Follow all company policy and procedures. Training of new employees. Supervisor back up when assigned.

Previous Experience

Walmart (8 years) - Cashier, Customer Service Desk, Customer Services Manager Outreach Health Services (1 year) Receptionist, Payroll Clerk Advanced Micro Devices (8+ years) Security Officer, Receptionist, Investigation Clerk, Records Management

SH130 Concession Company (2 years) Monitor Hwy Toll Roads via cameras, Data Entry, Advised Road Crew Personal of needed assistance for drivers, Report accidents to proper personal. Part Time-Jobs (8 years): Murphy USA, Dollar General, Pilot and ACE Lumber – Cashier Duties, stock merchandise, organize shelfs, customer services, training of new employees, request loans/change when needed, count start and end of day register

Education

Lockhart High School – Diploma, Graduated 1983

Jacki Neil Executive Secr

References

Justine Dykoski – Disability Infrastructure Support (Retired) 830-***-****

Josie Reyna 512-***-****

Mary Moseley 512-***-****

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