Service Delivery Customer Success

JESSEL HERNANDEZ

Providence, RI ***** 401-***-**** *********@***.***

PROFESSIONAL

SUMMARY

Customer-focused professional dedicated to delivering exceptional digital experiences, driving customer success, and building strong relationships. Demonstrated ability to optimize operational efficiency and enhance customer satisfaction through effective scheduling and coordination. Skilled in leveraging technical tools and communication strategies to improve business processes and customer outcomes.

SKILLS • Web analytics tools

• Mobile applications

• Microsoft Excel

• Customer journey mapping

• Technical documentation

• Schedule management systems

• Change management

• Adoption strategies

• Technical writing

• Customer relationship building

• Problem-solving

• Team collaboration

• Adaptability

WORK HISTORY SCHEDULE MANAGER 01/2022 to CURRENT

MP Professional Professionals Painting

Implemented streamlined scheduling system, reducing appointment conflicts by 30% and improving overall operational efficiency

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Increased team productivity by 25% through optimized resource allocation and workflow management

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Generated consistently positive customer feedback by maintaining clear communication channels and ensuring timely service delivery

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Developed and maintained comprehensive documentation of scheduling procedures, facilitating seamless onboarding of new team members

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BARTENDER / WAITRESS 01/2022 to CURRENT

Cranston Entertainment

Managed multiple customer orders simultaneously while maintaining high standards of service quality

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Cultivated positive customer relationships, resulting in increased repeat business

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Collaborated effectively with kitchen and bar staff to ensure prompt service delivery

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Adapted quickly to changing customer needs and high-pressure situations during peak hours

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J H

SPA COORDINATOR 01/2019 to 01/2022

Zenful Touch

Orchestrated appointment scheduling for multiple therapists, maintaining 95% booking efficiency

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Enhanced customer experience through personalized service and attentive communication

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• Implemented digital booking system, reducing administrative time by 40% Managed inventory and supply ordering, ensuring uninterrupted service delivery

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WAITRESS 01/2013 to 01/2018

Gullivers Tavern

Provided exceptional customer service in fast-paced environment, handling up to 15 tables simultaneously

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Maintained detailed knowledge of menu offerings and daily specials to effectively address customer inquiries

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Collaborated with kitchen staff to ensure accurate and timely order fulfillment

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Processed payments efficiently while maintaining accurate cash handling procedures

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EDUCATION Highschool Diploma

Cranston High School East, Cranston, RI

LANGUAGES Spanish

Native or Bilingual

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