Melinda Hernandez

Customer Service /collector

Redlands, CA 92374

adtfby@r.postjobfree.com

909-***-****

Oriented, Disciplined, Driven, Dynamic, Effective, Energetic, Experience, Expert, Flexible, Focused. Core Strengths

Conflict resolution

Fast learner with a wide range of practical skills Courteous demeanor

Enthusiastic developer of good relations with clients Energetic work attitude Inside support to international sales team Daily invoicing Inside support to international sales team Daily invoicing Inside support to international sales team Daily invoicing Strong organizational skills

Creative problem solver

Developed listening skills

Excellent communication skills

MS Windows proficient in CRM programs and call center auto dialer, inbound and outbound calls. Rapport on call quality. Company quota's meet of 60 to 100 calls per day. Proficient with handling large sums of money Training Customer service oriented

Convincing sales strategies

Process payment for Medicare and Medical and third party insurance Willing to relocate to: Redlands, CA - Riverside, CA - Fontana, CA Authorized to work in the US for any employer

Work Experience

Owner/Operator

Mendy Services & More - Fontana, CA

January 2003 to Present

Responsibilities

I started my own business in 2004. I currently prepare taxes and other essentials to my daily requirements.

Recruit new clients and offer services aswell as providing services, Accomplishments I have daily computer use and learning programs myself. Therefore, I process all information as well as data entry.Responsible for income tax preparation for individuals and companies. Identifies potential tax credits and liabilities and ensures accurate and complete returns are filed in a timely manner. Completes tax forms in accordance with policies and in compliance with legislation and regulations. ok

I am currently doing this on my own schedule.

Skills Used

Skills that are used on a daily basis is many programs. I am proficient in MS,Quick Books, Excel and other programs.

Customer Service banker 3

Bank Of America - El Monte, CA

June 2010 to June 2013

Implemented marketing strategies, which resulted in 12% growth of customer service base increase. Provided customer service for an average of 90 calls per day, answering customer inquiries, solving problems, and providing new product information. Successfully acquired an average of 180 new customers per month, at an understaffed customer service company, As well as generating a 12% growth in revenue for our department. Earned "Top Seller" for two consecutive quarters in 2011. Described product to customers and accurately explained details and care of merchandise. Provided an elevated customer experience to generate a loyal clientele. Excelled in exceeding daily credit card application goals. With administrating need of customers accepting responsibility for there debt and giving options for pay down or offering credit card product. Guaranteed positive customer experiences and resolved all customer complaints. Built long-term customer relationships and advised customers on purchases and promotions. Customer Service/Collections Representative

Time Warner Cable - Ontario, CA

April 2009 to August 2010

Job Responsibility: Responds to all Customer Inquiries in a professional, timely and efficient manner. Maintained a minimum of established Level I Standards department standards. Timely response to Customer inquiries: Answer questions in a timely, efficient and customer friendly manner.

Thorough knowledge of departmental procedures and policies including: billing, statements, adjustments, product

knowledge, installation service changes, disconnects, trouble calls, updates to customer information, credit checks, and payments.

Thorough and efficient knowledge of current billing systems to include; the ability to enter all work orders, billing, adjustments, updates to customer information, and account documentation. Thorough understanding of services including pricing, features, and benefits: Determining customer needs and matching service needs.

Understanding of specific equipment operation and compatibility based on customer needs, including VCR/DVD hook-ups and picture in picture hook-ups.

Excellent communication skills, listening, paraphrasing, and customer education. Developing a positive and professional rapport with both internal and external customers. Communicating areas of concern to departmental supervisors or managers. Appropriately refers information or customer inquiries to the correct department. Demonstrated experience in a position that requires independent action and follow up. Collector Specialist

House Hold Bank - Pomona, CA

November 2008 to August 2009

Job Responsibility: Receives general inbound customer calls in a contact centre environment typically on a single product and or proposition. Provides high quality service to achieve maximum customer satisfaction by resolving the customer query at first contact where possible. Listens to the customer and establishes needs to offer relevant products. Takes ownership and initiative to complete necessary research and customer follow up or direct the customer to the appropriate department for resolution. Responsible for achieving individual targets and /or sales goals while maintaining quality and compliance.

Impact on the Business

• Answers (or makes) phone calls from our HSBC customers in a polite and friendly way, instilling customer confidence and resolving customer's issues at first contact where possible

• Delivers what is promised in line with customer expectations

• Offers value added products and services based on customer needs analysis and ensures customer understanding of those products

Customers / Stakeholders

• Provides excellent customer service to basic inbound customer calls by keeping up to date on training and internal communications

• Generating customer loyalty through strong knowledge of key products and services

• Owns and resolves issues and understands how and when to escalate Leadership & Teamwork

• Acts as a role model for our Group Values and Behaviours (Open, Connected, Dependable), supporting colleagues and customers to deliver superior customer service through these values

• Values diversity amongst team

Operational Effectiveness & Control

• Knowledge of Group compliance, Operational Risk and SOX (Sarbanes- Oxley Requirements) for RBWM Centres

• Maintains HSBC internal control standards

• Awareness of all elements of Operational Risk associated with the role in compliance to SOX for contact centres

Major Challenges

• Changing performance parameters (e.g. Scorecard changes)

• Understanding updates on procedural changes and compliance

• Achieving customer excellence in every contact

Role Context

• The role operates within a RBWM Contact Centre and interacts with HSBC local and international customers, the post holder must have the ability to deal with different process, different countries, where applicable, and different customer attitudes and requests on a daily basis Management of Risk

• Ensure compliance, operational risk controls in accordance with HSBC or regulatory standards and policies; and optimize relations with regulators by addressing any issues

• Promote an environment that supports diversity and reflects the HSBC brand

• Maintain awareness of operational risk and minimize the likelihood of it occurring including its identification, assessment, mitigation and control, loss identification and reporting in accordance with section 4 of the Group Operations FIM

Observation of Internal Controls

• Maintains HSBC internal control standards, including timely implementation of internal and external audit points together with any issues raised by external regulators

• Maintain and observe HSBC internal control standards, including the timely implementation of internal and external audit points together with any issues raised by external regulators (see HR FIM section 3.7 and GCL 050044 on Sarbanes Oxley and Internal Controls. Implement and observe Group Compliance Policy, including the timely implementation of recommendations made by internal/external regulators. To implement the Group Compliance Policy as applicable to your role in conjunction with the relevant laws, rules and codes with which the business has to comply within the country you reside and in relation to the countries migrating work to assigned GSC

• To continually re-access the operational risks inherent in the business, taking account of changing economic or market conditions, legal and regulatory requirements, operating procedures, management restructures and the impact of new technology in conjunction with the donor Group companies

Customer Service Manager

Genesis Financial Solutions - Beaverton, OR

August 2006 to August 2008

• Managed daily call center operations.

• Developed and implemented staff training and mentoring programs.

• Implemented customer quality procedures.

• Dealt with customer issues in a courteous manner.

• Ensured that rules of conduct were adhered to during each call.

• Monitored staff calls for quality assurance purposes.

• Approved time off requests and prepared staff schedules.

• Provided initial training for each new call center project. Education

BA in Business Science/Business Management

Post University - Waterbury, CT

January 2017 to March 2019

AA in Applied Business Science/Accounting

Unversity Everest College - Portland, OR

February 2004 to June 2008

Skills

Customer Service, Call Center, Customer Care, CSR, Customer Support Awards

Customer Service Awards

May 2013

Customer compliments, recognition from Employer

customer service awards

February 2013

Received best service in the call center shift from 9-6pm Customer service award

May 2013

Recognition for offering over and beyond my requirements for customers Service Assessments

Call Center Customer Service — Familiar

August 2019

Measures a candidate's ability to demonstrate customer service skills in a call center setting. Full results: https://share.indeedassessments.com/share_assignment/0hjquydy89i9sbaf Customer Focus & Orientation — Highly Proficient

August 2019

Responding to customer situations with sensitivity. Full results: https://share.indeedassessments.com/share_assignment/eh-dkhbdzckxq2qw Sales Skills: Influence & Negotiation — Expert

August 2019

Measures a candidate's ability to effectively use influence and negotiation techniques to engage with and persuade customers.

Full results: https://share.indeedassessments.com/share_assignment/huedwk-r82gwiych Indeed Assessments provides skills tests that are not indicative of a license or certification, or continued development in any professional field.

Groups

American poetry association

January 2008 to Present

Review poetry writing that youth and children have written and submitted there rough drafts. Before it's published.

Additional Information

Qualifications

• Minimum of high school diploma or equivalent

And Applied Science Degree/Business (Accounting)

• Minimum of ten

BA Business Management year's proven experience in a Office Management customer service and sales environment or equivalent

• Open to working flexible shifting schedules

• Should be flexible, customer centric and have the ability to thrive in a team environment seeking feedback and open to development

• Takes pride in delivering what is promised in line with the customer and service expectations

• Ability to work in a high-volume, fast paced environment is required

• Proficiency with personal computers and basic software packages

• Excellent communication skills and is polite and friendly at all times

• Displays patience and empathy

• Ability to maintain departmental productivity, quality and sales standards Avamere Medical support - Portland, OR

Office Coordinator Collections Manager

August 2004 to November 2008

Job Responsibility:

Processed medical billing on patients through government medical, processed disputes and medical appeals for payments to our facility. Spoke with insurance agencies for payments. Received calls from insurances on accounts for patients, then processed the payments. Work with insurance on low payments of bills. Collected from patients or insurances on past due accounts. I used many programs to process disputes and other programs to address customer's needs. Submitted appeals to insurances and government agencies for payments. Managed and reviewed paper work for pricing on updated medical payments. Per day to make sure in compliance organized weekly sales reports for the Medical department to track product success .Managed wide variety of customer service and administrative tasks to resolve customer issues quickly and efficiently. As well as making sure business was compensated for past due accounts to keep them current. Genesis - Beaverton, OR

Customer Service Manager/Collection Manager

August 2005 to August 2007

Process Applications, Call prospect, Verify Address, Microsoft, Spreadsheets, evaluated cost. I process, Managing Sales, Marketing. Managed and reviewed 130 calls per day to make sure in compliance. Processed daily invoices and billed renewed invoices to client's .Resolved product/policy issues and shared benefits of new technology. Managed wide variety of customer service and administrative tasks to resolve customer issues quickly and efficiently. Built strong teams to meet there performance and collection goals, including on-the-job teaching and training by giving regular and consistent one on one coaching and team feedback.

Monitor daily collection activities, out bound account ability as well as maintaining FDCP Act with all employees and accounts worked, settlement negotiations, skip-tracing, techniques with Core Company expectations.

Monthly and quarterly reviews of employee's practices and coaching employees. Dispute resolution- consumer or employee effectively communicates corporate and client objectives on a regular basis. With outstanding communication per Upper Management and Employees and Clients with professionalism.

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