Mas’te Hernandez

**** ****** ******

Roseville,MN 55113

505-***-****

adwgtk@r.postjobfree.com

EDUCATION:

Associates of Arts and GIS/GPS, Southwest Indian Polytechnic Institute

Bachelors of Anthropology and Archeology, University of New Mexico

EXPERIENCE:

(Customer Service Email Team)

Goodin Company January 2022 to April 2022

Maintain order from Construction,Plumbers and Owners by via email or phone.

Sending orders to the warehouse and keeping documentation filed properly.

Partner and collaborate within Customer Service teams as well as internal departments to include Sales, Service, Supply Chain, Logistics, Engineering, Marketing and Legal.

Worked on multiple systems: SAP, Outlook, Microsoft team and Google.

Tennant April 2021 to November 2021

(Customer Service Email Team)

Manage electronic requests/inquiries for parts, service and product information in an accurate and efficient manner

Field requests from a diverse customer base to include government, end-users, distributors, nationwide Fortune 500 businesses, internal sales and service representatives

Advise customers of all required purchase order information needed

Effective time management and ownership of CSR’s daily unresolved open orders, billing blocks, and service notification reports

Prompt communication and dedicated follow through to external and internal customers with a focus on urgency, documentation, quality and customer satisfaction

Effectively resolve customer inquiries, quotes, orders and general requests - balancing customer and company needs with responsibilities to include:

Electronic requests for W9, SDS, POD, certificates of insurance, part identification and vendor information requests

Status of part and service orders, shipment tracking information, back orders, purchase order confirmations

Navigate and troubleshoot all inquiries submitted through company online purchasing website

Partner and collaborate within Customer Service teams as well as internal departments to include Sales, Service, Supply Chain, Logistics, Engineering, Marketing and Legal

Garners information from customers to identify their needs

Addresses customers inquiry by involving appropriate resources

Ensures work is completed according to department guidelines and expectations

Worked on multiple systems: SAP, Outlook, Microsoft team and Google.

HomeSmart from Xcel Energy November 2018 – January 2021

Accounts Management, Analyst, Sales Coordinator and support

Providing excellent communication skills, detail oriented, able to work independently, willing to learn, proactive problem solvers, team players and able to multi-task

Taking questions and answering inquiries via phone and e-mail, taking orders, and follow up services.

Able to interact with customers internally or externally with requests of varying degrees of complexity. Must have strong interpersonal, customer service and communication skills, as well as good analytical skills.

Collaborated with call center management team to meet and exceed published benchmarks related to soft skills, accuracy, call handle time, and attendance.

Participate in on-going training programs or on-the-job development to further learn the business, products, and customers as appropriate.

Worked with multiple programs required with XCEL, (Salesforce, Excel, Xpress NET, CCQR, SharePoint, SAP Etc.).

Worked with a team that kept track the day to day function of Salesforce and to locate any errors within the program.

Kept track and analyzed multiple accounts within Salesforce to verify if information saved is correct and secure. Also keeping track that technicians and dispatchers are putting in updated information for each service call.

Have extensive knowledge of appliance repair plans and HVAC appliance products and function with in each appliance.

Able to research with internal and external resource and reaching out to different companies within HomeSmart.

Worked with Sales reps and help setting appointments for Reps for future purchases.

Reviewed documents submitted by Sales reps for purchases of Appliance sold by HomeSmart. Looking over and confirming that all documents are filled out correctly and have the required signatures on forms needed.

Calculated month-end accounts payable/accounts receivable.

Calculate and report Sales reps bonus and incentives for each to HRSC.

Process rebates and warranties for customers who purchases an HVAC product through Homesmart.

Maintain multiple payments Synchrony financing used by customers any purchases.

Allianz Life and Insurance Company March 2016 to June 2018

Accounts Management (Claims. Escalations, New Business, Transfers & Exchanges, Suitability, Premiums, Sales support)

•Provide prompt, professional and accurate responses to telephone inquiries from registered representatives, contract owners, insurers, and distributors

•Excel in a fast-paced position requiring end-to-end product knowledge of Allianz Life Fixed Annuity products as well as the ability to thrive in a structured and active inbound call-center environment

•Collaborate with call center management team to meet and exceed published benchmarks related to soft skills, accuracy, call handle time, and attendance

•Research and respond to service inquiries via inbound phone calls from Sales, Broker Dealers, top producers (i.e. President's Club and Chairman’s Club members), as well as contract owners

•Accurately and efficiently process telephone Fund Transfer Requests, initiate other policy changes, and forward requests for processing/confirmation

•Assist with escalated customer issues that may include investigation and recovery recommendations

•Participate in on-going training programs or on-the-job development to further learn the business, products, and customers as appropriate

•Process first notices of death, research beneficiaries, prepare claim packets and payments, and follow state and regulatory guidelines

•Conduct outbound calls for sensitive issues to producers and clients

•Research special situations and work with internal legal, banking and research management teams

•Build and maintain relationships with major Brokers, AFMO, FMO, Distributions and Operations

•Process new applications and transfer paperwork according to each states insurance requirements for incoming premiums

•Ensure that appropriated documentation is on file to project the interest of the customer, producer and Allianz; Follow the DOL regulations to protect the client

•Maintain business and tax rules around purchase payments including RMDS, Free Looks, annuitizations, and transfers to other companies

•Give overall view of clients product that they purchased, options they can use to obtain money for their retirement purposes

•Explain the annual statements with clients and producers on the market performed for the recent year and what the new caps, spreads and options are for the following year

Convergys - Red Brick Health October 2015 to February 2016

Customer Service Call Center Representative, Accounts and Benefits Rep

•Partnered with the Senior Account Executives and Account Executives to support the day-to-day execution of a group of portfolio clients

•Build relationships with cross-functional teams (Operations, Software Development, Communications, Product, Data Science, and Clinical) to troubleshoot issues and to support the delivery of client promises

•Informed consumers of requirements for premium and medical reduction and walked through requirements to achieve those goals

•Discussed with Consumers the Red Brick Portal online to help establish a healthy way of living and improving daily eating and activities habits

•Guided the consumer with registration of their health portal and going step by step on what programs are available to them and how to use the programs

•Scheduled appointments for consumers to speak with a phone coach based on their Health Assessment and Screening tests, to help improve on medical issues

•Coordinated the delivery, tracking and monitoring of client program requirements for their deductions and incentives for medical coverage

•Supported customer service delivery by resolving client-specific consumer tickets, training agents and completing documentation

•Developed presentations, reports, project tracking tools and account plans to support client meetings and dashboard reports

•Proactively monitored and ensured satisfactory resolution of client technical support issues

•Tracked and monitored enrollment, engagement and impact levels for RBH programs

•Escalated issues internally when appropriate

•Maintained customer service standards with regards to relationship with consumers and clients and maintained the upscale satisfaction that company’s clients required

Cedar Towing and Auction June 2014 to March 2015

Customer Service Representative, Dispatcher, Accounts Specialist

•Greeted customers in a professional manner

•Maintained a cash drawer and receipts for Tows that came into Cedar Lot

•Maintained an inventory of vehicles in storage and ensured that all are accounted for; made notes of damage on the vehicle prior to it being towed

•Ensured that all the tow slips are signed and filed accurately and entered information on the computer; placed the proper charge on each vehicle due to its location of tow; notified Police department

•Assisted vehicle owner with filling out Sign over Vehicle/ Property Release form when releasing the car to company

•Informed vehicle owner reasoning of tow and what is needed to release vehicle

•Maintained customer accounts and ensured accuracy of up to date information; corrected information and followed guidelines when towing a vehicle from private property

•Spoke with police dispatchers to verify vehicle status if stolen before Cedar Tows

•Performed office duties utilizing Microsoft Excel and Towing specs like TOPS, MVD, and MLPS impound.

Applebee’s Restaurant October 1997 to October 2014

Server, Bartender Trainer and Key Employee

•Greeted customers to ascertain customer needs providing friendly and attentive service

•Built long-term customer relationships and advised customers on purchase and promotions

•Guided guests through menus while demonstrating thorough knowledge of the food, beverages and ingredients.

•Resolved guest complaints quickly and efficiently; effectively listened to concerns understanding and clarifying guest concerns and issues

•Consistently exhibited a calm demeanor during periods of high volume or unusual events to maintain smooth store operation and set a positive example for the shift team

•Actively promoted a cooperative and harmonious working climate to boost morale, productivity and efficiency

•Conduct weekly walk-through with the manager to discuss interior visual displays, including store window presentations

•Dedicated to continuously improving sales abilities and product knowledge

Yard House February 2014 to June 2014

Bartender, Server, Trainer

T-Mobile October 2006 to January 2007

Customer Service Representative

•Responded to telephone inquiries, provided quality service to customers and associates inquiring about the availability of products or status of orders

•Listened attentively to caller needs to ensure a positive customer experience

•Accessed electronic and paper cataloging systems to look up product information and availability

•Strived for quick complaint resolution; commended by supervisor for the ability to resolve problems on the first call and avoid escalation of issues

•Excelled within a service-oriented company, demonstrated a talent for communicating effectively including articulating product benefits and creating solutions that provide value to the customer

•Built and maintained enduring customer relationships to boost sales and generate repeat business including collecting feedback to improve processes

•Provided accurate and appropriate information in response to customer inquiries in a timely manner

•Troubleshoot problems with devices and conducted follow-up if needed to maintain customer satisfaction; informed the customer of any technical issues surrounding their areas and informed of projected completion of solution

•Suggested new rate plans and add-ons that would help the customer to maintain their bill and assisted customer until their issues are addressed and they are satisfied

•Consistently attended training classes to improve customer service and technical skill set

•Maintained goals set by company including call times and outreach to customers which occasionally required working after hours

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