Call Center Customer Service
Resume:
Leticia M. Hernandez
Pearland, TX 77581
*****@*******.***
Personal Mission Statement
Honorably discharged U.S. Navy Hospital Corpsman with a medical background and discipline in nursing with experience and knowledge to complete any/all required and extra projects/jobs. To be a complete and valued employee to your organization by emphasizing my extraordinary attributes as an energetic, positive, go the extra mile attitude and person. I will do whatever it takes to perform all well with a smile, and professionalism.
Skills
- Bilingual-Spanish/English.
- Medical training/experience in the OB/GYN, Emergency Room, and Family Practice departments with Clinic/Switchboard receptionist duties.
- Extensive computer knowledge/user for Outlook Express, Windows 2000XP, Windows Vista, Windows 7 and Microsoft Office 2010 software programs including Windows Mail 2011 / Windows 10 & 11.
- Typing speed-90 wpm.
- Organizational skills- 36+ years' experience in team leadership/management. Will organize/supervise the office for optimum efficiency and cost-effective business.
- Customer service expertise- 36+ years.
Education
- Pearland High School Graduate, Pearland, Texas.
- U. S. Naval Hospital Corpsman School, Great Lakes, Illinois, June 1983-October 1983. Nursing graduate, October 1983. Medical experience as a Hospital Corpsman in the U.S. Navy; equivalent to a licensed practicing nurse in the civilian medical field (LVN).
- SST Travel School, Houston, Texas, January 2000- July 2000. Travel Agent Certificate, July 2000. Trained to use the Sabre computer software program utilized for the travel/tourism/airline industries. Training included overseas travel and vacations as well.
- Horry-Georgetown Technical College, Georgetown, South Carolina, January 2001- June 2002. Enrollment in the Registered Nurse Program with course program requisites taken and completed twelve (12) course credit hours.
- Columbia Southern University, August 2009- Present. Full-time student/earning a Bachelor's of Science degree in Human Resource Management.
Work History
- November 2014 - June 2024. Business/Document Analyst at Sutherland Global Services Inc. Mortgage Services Call Center (days and nights) Interactions Call Center Program for Navient (U.S. Department of Education) Toyota BackOffice Admin Support Staff.
- November 2016 - November 2022. Sutherland Global Services Program: Interactions-HOU non-phone call center for Navient/MetLife/CareSource, TurboTax/Frontier Cable clients where directed incoming calls from customers seeking specific areas of their respective companies.
- September 2015 - November 2016. Sutherland Global Services Inc. Mortgage Center Services (MCS) Program - Inbound calls overnight call center CSR regarding lenders' mortgage documents and all tasks involved as such.
- March 24, 2015 - April 26, 2015. Sutherland Global U.S. Department of Housing and Urban Development (HUD) Project. Document Specialist-quality control/loan application review process for federal government housing loans through the U.S. Department of Housing and Urban Development.
- December 1, 2014 - January 1, 2015. Sutherland Global 1800-Flowers/Cheryls Cookies Project, Houston, TX. Customer Service Representative-inbound sales agent/phone sales for special holiday project for SG. Answered phone calls/answered customer questions/inquiries/orders/product delivery issues.
- June 18, 2013 - April 8, 2015. Whataburger Restaurant # 433, Pearland, TX. Cashier/food order prep, and janitorial duties. Main job position is drive thru window-taking customer food orders/receiving payment/customer service.
- March 21, 2012 - March 2013. Self-Employed -Office Manager/Sales Agent-American Insurance Organization. Work from home insurance sales agent, cold call sales, insurance quotes including health, auto, homeowners, and renters' insurance.
- April, 2013 - June 13, 2013. *** Site Supervisor-Knight Facilities Management at DOW Chemical, Freeport, TX. Supervision of 15+ janitors, set up custodial department with HR recruiting, hiring, interviews, paperwork, aside from my supervisor duties with weekly labor summaries, safety card evaluations, and employee work schedules. Independent study/training for NASP Safety Officer job position required for the job site. This included scheduling safety classes and following the applicant through the entire hiring process. Assisted the project manager and created the department that is now there at DOW Chemical. Conducted job fairs at TX Workforce Solutions-Lake Jackson, TX.
*** CSC Brazosport Safety Certification BASIC Plus
*** National Association of Safety Professionals (NASP) Environmental, Health and Safety Officer 80-hour credit course.
- August 2011 - June 18, 2013. Private Employer (Yury & Eugenia Kamensky), Pearland, TX. Nanny/caretaker for their grandson, Benjamin Kamensky. Activities included educational board/card games, piano lessons, and instructional reading/videos. Voluntary on-call and as needed basis as well as pre-set advance workdays.
- October 7, 2010 - January 10, 2011. Emergency Medical Doctors Services, Houston, Texas. New Business/Administrative Coordinator. Performed general office duties, receptionist duties, and cold calls to prospective clients for emergency management, and hospitalist management programs. No experience in cold calling/call center cold calls but learned quickly and trained under the experienced tutelage of the Vice-President of Office Operations, Mardra Dawson.
SKILLS
Windows 9, 10, 11 with Excel, 10 years
Linux Operating System, 6 years
Microsoft Teams Chat Application, 3 years
Call Center Phone System, 10 years
Cisco and AWS Knowledge, 7 years
Google Sheets w/ Skype Support, 6 years
Subject Matter Expert Leader, 8 years
Document Mgmt. System Experience, 10 years
Typing Speed (85 wpm), 13 years
Money Handling/Cashier, 17 years
Food Preparation, 30 years
LANGUAGES
English, Advanced
Spanish, Advanced
ABOUT ME
I have a driver's license
I have management experience: 37+ years
I have a security clearance
I served in the U.S. Navy
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