Rocio Vanessa Hernandez Phillips

I excel in customer service and have a track record of delivering excellent service to customers. I can provide excellent customer service, especially since I am bilingual. 

May 2017 - October 2021 
Concentrix, Laredo - Customer Service 

• Handles high volumes of inbound calls to assist customers 
•  Provides immediate support during live chats in addition to the high number of telephone calls 
• Directly responsible for assisting new and existing customers
• Answers customer service inquiries regarding the customer accounts, with an overall goal to effectively diagnose customer needs and deliver high customer satisfaction 
• Possesses strong verbal communication skills 
• Maintains broad knowledge of client products and/or services 
• Generates complete and detailed reports accurately notating actions taken and solutions provided 

January 2017 - March 2017 (Seasonal) 
Great American Cookies, Laredo - Cashier, Baker and Cake 

• Decorator 
•  Performed multiple duties such as baker, cashier, and cake decorator 
• Ensured excellent guest service 
• Maintained product quality standards

August 2015 - February 2016 
Inter Global Solutions, Laredo - Data Entry 

• Data entry of client shipment detail and update of shipment 
  milestones. 
• Received and dispatched load tractor-trailers traveling from and into Mexico.
•  Created daily reports ensuring goods were 
  accurately inventoried 
• Effectively communicated with agents, carriers, trucking partners, customers, vendors, and all related parties concerning the import/export process 

August 2009 - June 2013 
John B. Alexander High School, Laredo - High School Diploma 

• Completed 425 hours of community service during high school years Overall GPA 3.0 

January 2018 - May 2021 
Laredo College, Laredo - Associates Degree 
 

Texas A & M International University, Laredo - Pending Degree 

• Pursuing a Bilingual Education Degree