Polite and professional specialist successful in applying strong communication and problem resolution skills to each customer issue. A solid history of surpassing productivity and quality targets in high-volume settings. Skillful in building long-lasting, loyal customer relationships.
Hi, I’m
Leonela Hernandez
San Francisco De Macorís,06
Summary
Overview
8
years of professional experience
Work History
Contact Center DominicanaSan Francisco De Macorís, 06
Specialist Representative
12.2021 - Current
Job overview
- Coordinated implementation of people-related services, policies, and programs through departmental staff.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Answered constant flow of customer calls with minimal wait times.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Scheduling patient appointments.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Coordinated implementation of people-related services, policies, and programs through departmental staff
- Improved office efficiency by effectively managing internal communications and correspondence
- Collected and analyzed information to monitor compliance outcomes and identify and address trends of non-compliant behavior
- Coordinated implementation of people-related services, policies and programs through departmental staff
Gaylord Texan Resort & Convention CenterGrapevine, Texas
Restaurant Hostess
06.2021 - 09.2021
Job overview
- Watched dining area staff evaluate server loads and calculate accurate wait times.
- Prepared dining room for service by cleaning, organizing tables, and placing table settings.
- Applied comprehensive knowledge of wine, cider and beer to increase daily beverage sales.
- Supervised server balance and monitored table turnover to accurately seat customers.
- Maintained customer satisfaction and increased drink sales by directing customers to the bar area while waiting for tables.
- Stayed in open communication with the kitchen team to assess cooking times, avoid worker overload and minimize customer dissatisfaction.
- Reported problematic guests to management to foster a safe and pleasant environment.
- Checked in with servers to confirm preparedness before seating customers.
- Watched dining area staff evaluate server loads and calculate accurate wait times
- Delivered unparalleled service to drive a positive dining experience and repeat customer visits
- Prepared dining room for service by cleaning, organizing tables, and placing table settings
- Applied comprehensive knowledge of wine, cider, and beer to increase daily beverage sales
Agroconsulta TinSan Francisco De Macorís, 06
Secretary Manager
01.2017 - 03.2020
Job overview
- Implemented project management techniques to overcome obstacles and increase team productivity.
- Developed internal requirements and standards to minimize regulatory risks and liability across programs.
- Improved office operations by automating client correspondence, record tracking and data communications.
- Improved customer satisfaction scores through application of superior conflict resolution and problem-solving skills.
- Optimized organizational systems for payment collections, AP/AR, deposits and recordkeeping.
- Completed paperwork, recognizing discrepancies and promptly addressing for resolution.
- Improved operations through consistent hard work and dedication.
Education
LICEO FLERIDA HERNANDEZLAS GUARANAS, SAN FRANCISCO DE MACORIS
High School Diploma
12.2017
University Overview
Skills
- Calm and Professional Under Pressure
- Responding to Difficult Customers
- Issue and Complaint Resolution
- Customer Data Confidentiality
- Building Customer Trust and Loyalty
Travel
Travel
My free time is a precious gift and that's why I try to enjoy it to the fullest, while I'm not working I dedicate myself to going on excursions around my country, so I can discover and get to know the land where I was born.
Languages
English
Advanced (C1)
Timeline
Specialist Representative
Contact Center Dominicana
12.2021 - Current
Restaurant Hostess
Gaylord Texan Resort & Convention Center
06.2021 - 09.2021
Secretary Manager
Agroconsulta Tin
01.2017 - 03.2020
LICEO FLERIDA HERNANDEZ
High School Diploma