
Ricardo Hernandez
Customer Service / Support
About Ricardo Hernandez :
Goal-oriented Customer Service Manager with 20 years of experience in leadership roles. Detail-focused and driven to help employees succeed in meeting and exceeding sales goals. Charming salesperson skilled in communication and collaboration for best-in-class service.
Experience
Goal-oriented Customer Service Manager with 20 years of experience in leadership roles. Detail-focused and driven to help employees succeed in meeting and exceeding sales goals. Charming salesperson skilled in communication and collaboration for best-in-class
| Work History |
| 2014-01 - Current | Customer Service Manager Pacific Gas & Electric, Bakersfield, CA, CA • Manage operational expenses for Customer Service Offices • Ensure all cash handling processes are systematically adhered to by employees • Deliver exceptional customer service through business operations, by both in person actions and by modeling correct behaviors. • Introduced higher standards for customer service and increased efficiency by streamlining operations. • Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags. • Researched and observed emerging markets and market shifts to take advantage of potential leads and new markets. • Kept accurate records to document customer service actions and discussions. • Controlled resources and utilized assets to achieve qualitative and quantitative targets. • Took ownership of customer issues and followed problems through to resolution. • Reviewed repeated issues within operations and business management to solve problems and improve company outcomes. • Completed special projects by using effective decision making, critical thinking and time management skills. • Collaborated with upper management to improve customer service processes and support structures company-wide. • Monitored customer service operations to assess agent performance and provide feedback. • Created and reviewed invoices to confirm accuracy. • Collaborated with marketing department to launch and manage promotional activities and campaigns. • Resolved customer complaints while prioritizing customer satisfaction and loyalty. • Followed through with client requests to resolve problems. • Exceeded team goals and collaborated with staff members to implement customer service initiatives. • Developed service procedures, policies and standards. • Assumed ownership over team productivity and managed work flow to meet or exceed quality service goals. • Trained and regularly mentored associates on performance-oriented strategies and customer service techniques. |
Education
Bachelor degree in business administration
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