María Hernández

Knowledgeable and dedicated customer service professional with 10+ years of wide experience in the call center industry. Trained in project and time management with extensive knowledge of effective communication and proven multitasking abilities. Analytical and problem-solving. Able to work without supervision. Wide experience in the US medical, financial, retail, and government services. Excel basic knowledge and Office tools.

Health Prime Account Receivable (January 2024 – January 2025) 

• Manage and track unpaid insurance claims, ensuring timely resolution. 

• Conduct quality assurance (QA) reviews and provide updates to team members. 

• Maintain detailed records and communicate with internal and external stakeholders.

Hewlett Packard Enterprise Dispatcher (June 2021 - September 2023) 

• Managed service requests and dispatched technicians to resolve network and hardware issues. 

• Utilized Salesforce and ServiceNow for case tracking and follow-ups. 

• Ensured prompt resolution of customer issues and minimized business impact.

Voiance Language Services Bilingual Interpreter (June 2020 - December 2020) 

• Provided real-time Spanish-English interpretation for healthcare, finance, and law enforcement from the US government. 

• Assisted with customer inquiries and ensured accurate communication.

SmileDirectClub Customer Service & Backoffice Support (February 2019 - May 2020) 

• Addressed customer inquiries regarding product usage and troubleshooting. 

• Scheduled appointments and handled escalations for order-related issues. 

• Assisted in quality assurance evaluations to improve team performance

Cisco Systems Social Monitoring Agent (September 2012 - August 2018) 

• Monitored social media channels for critical customer issues and escalated alerts. 

• Communicated with internal teams to address outages, data breaches, and service disruptions. 

• Provided coaching and training to new hires to enhance team performance.

EDUCATION

•  Universidad Creativa Bachelor in Graphic Design (May 2008 - December 2008) 
• Colegio ILPPAL High School Diploma (February 1997 - November 2001) 

ADDITIONAL INFORMATION 

Strong interpersonal skills and ability to provide high-end customer service. Experience handling visitor check-ins, office supply management, and administrative duties. Ability to work independently and collaboratively in a fast-paced environment. Quick learner with a proactive and detail-oriented approach to problem-solving.