Ricardo Hernandez

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.