Call Center Service Representative

WENDY Y. HERNANDEZ

Email: ***********@*****.*** Phone: 316-***-****

Location: Wichita, KS LinkedIn: [Add link if available]

PROFESSIONAL SUMMARY

Customer Service Representative with 6+ years of experience in high-volume call center environments. Proven track record of resolving customer issues, managing billing and account inquiries, and enhancing customer satisfaction and retention. Skilled in technical troubleshooting, communication, and conflict resolution.

CORE SKILLS

• Customer Support & Retention

• Billing & Account Management

• Call Center Operations

• CRM Systems (e.g., Salesforce, Zendesk)

• Technical Troubleshooting

• Communication & Interpersonal Skills

• Problem Solving

• Time Management

PROFESSIONAL EXPERIENCE

Vector Security – Wichita, KS

Customer Service Representative 2024 – Present

• Handle service inquiries with a focus on delivering high customer satisfaction and retention.

• Provide tailored solutions for billing, account updates, and technical support.

• Collaborate across departments to ensure timely issue resolution.

The Wichita Eagle – Wichita, KS

Classified Customer Representative 2016 – 2017

• Responded to inbound calls for classified ad services and guided customers through ad placement.

• Assisted with ad design and content accuracy for both print and digital formats.

• Partnered with the sales team to optimize client engagement and ad visibility.

T-Mobile – Wichita, KS

Customer Service Representative 2014 – 2016

• Provided technical and billing support in a high-volume call center environment.

• Resolved customer issues effectively, improving satisfaction and retention.

• Supported device troubleshooting and service upgrades.

EDUCATION

Wichita State University – Wichita, KS

Bachelor’s Degree in Information Technology & Management Information Systems

(Expected Graduation: January 2025)

Wichita High School North – Wichita, KS

High School Diploma, 2003

TECHNICAL TOOLS

Microsoft Office Suite CRM Platforms Call Center Software Email & Ticketing Systems

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