Emanuel Hernandez Sosa
Aguadilla
Summary
I am dedicated Customer Service Representative for over two years I have learned a lot in these past two years. I work for two years in a call center handling inbound and outbound call back-to-back with every type of customer. I help people with their needs and problems and also, I have a sales background in Commsense; I worked for different companies and one of the was Spectrum the cable provider and we the agents called the customers to sell them our new services and products that we had at the moment. Also, with one of the other companies that I worked at Shriner Hospital and people call to make donations and we acquire their information such like: their address, credit cards information and their personal information. I also work in a coffee shop serving people and I work in a office as a CSR.
Overview
5
5
years of professional experience
Work History
Customer Service Representative
Capitol Bridge
11.2024 - Current
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
Bank Teller
Firstbank
06.2024 - 11.2024
- Managed high-volume transactions during peak hours while maintaining attention to detail, ensuring seamless customer experience.
- Balanced cash drawers accurately at the end of each shift, minimizing discrepancies in financial records.
- Answered customer inquiries regarding account balances, transaction history, services charges, and interest rates.
- Established trust with clients by maintaining confidentiality and protecting sensitive financial information.
- Processed customer transactions promptly, minimizing wait times.
- Learned about customer's financial needs, established trust, and optimized sales opportunities resulting in quality customer service.
- Provided exceptional customer service, resulting in increased client retention and loyalty.
Customer Service Representative
Autoexpreso
06.2022 - 06.2024
- Responded to customer requests for products, services and company information
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences
- Responded proactively and positively to rapid change
- Exhibited high energy and professionalism when dealing with clients and staff
- Delivered prompt service to prioritize customer needs
- Educated customers about billing, payment processing and support policies and procedures.
Customer Service Representative
Commsense
06.2020 - 06.2022
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns
- Answered customer telephone calls promptly to avoid on-hold wait times
- Answered constant flow of customer calls with minimal wait times
- Offered advice and assistance to customers, paying attention to special needs or wants.
Restaurant Server
The Coffee Spot
09.2019 - 03.2020
- Used communication and problem-solving skills to resolve customer complaints and promote long-term loyalty
- Greeted new customers, discussed specials and took drink orders
- Kept server areas clean and stocked to increase efficiency while working tables
- Stayed up to date on menu changes to help customers make food choices
- Collaborated with kitchen staff to correctly update customers on unavailable dishes and wait times
- Stored food in designated containers and storage areas to increase shelf life, improve kitchen organization and provide easy access during busy peak service times.
Education
High School Diploma -
Juan Suarez Pelegrina
AguadillaBachelor's Degree - Human Resources Management
Inter American University of Puerto Rico
AguadillaSkills
- Call Documentation
- Data Entry and Maintenance
- POS Systems and Ordering Platforms
- Upbeat and Positive Personality
- Consulting Supervisors
- Credit Card Payment Processing
- Inbound and Outbound Calling
- Telephone Management
- Call Volume and Quality Metrics
- Skilled in Microsoft Office
- Customer Information Databases
- Calm and Professional Under Pressure
Languages
Spanish
English
Timeline
Customer Service Representative
Capitol Bridge
11.2024 - Current
Bank Teller
Firstbank
06.2024 - 11.2024
Customer Service Representative
Autoexpreso
06.2022 - 06.2024
Customer Service Representative
Commsense
06.2020 - 06.2022
Restaurant Server
The Coffee Spot
09.2019 - 03.2020
High School Diploma -
Juan Suarez Pelegrina
Bachelor's Degree - Human Resources Management
Inter American University of Puerto Rico
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