Isai Adonias Lemus Hernandez
Customer Service Representative
Villa Nueva
Summary
Dynamic Team Leader with proven success at Everise, enhancing productivity through effective coaching and process improvements. Skilled in problem-solving and client service, I foster collaboration to achieve shared goals, resulting in increased customer satisfaction. Adept at monitoring performance metrics, I drive team success while maintaining high service quality standards.
Overview
14
14
years of professional experience
1
1
Language
Work History
Team Leader
Everise
08.2018 - Current
- Set performance expectations for the team, monitoring progress towards goals and providing constructive feedback as needed.
- Developed team members'' skills through targeted coaching sessions, resulting in improved individual performance.
- Enhanced team productivity by implementing efficient work processes and regularly reviewing performance metrics.
- and also customer service agent on calls, Handling calls as well periodically for Humana account, as well as working together with a supervisor to improve team metrics and real time support
- Collaborated with other department leaders to establish shared goals and ensure alignment across teams.
- Increased customer satisfaction ratings by closely monitoring service quality standards and addressing any issues promptly.
Customer Service Representative
Alorica
01.2018 - 07.2018
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Responded to customer requests for products, services, and company information. worked for the ATT account for issue resolution and troubleshooting of device
Customer Service Representative
24/7 Intouch
03.2016 - 11.2017
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs. The account i worked for was CITI BANK-BEST BUY,handling payments as well giving support about issues with the card
Customer Service Representative/ Escalated Calls
Allied Global
02.2014 - 02.2016
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Responded to customer requests for products, services, and company information about Straight Talk, handled escalated calls, as well as tech support for the members having issues with their pre paid plan
Fraud Prevention Specialist Citi Bank
Genpact
10.2012 - 10.2013
- Reduced fraudulent activities through continuous monitoring of financial transactions and customer behaviors.
- Developed comprehensive fraud prevention strategies to protect company assets and maintain customer trust.
- Analyzed transaction patterns to identify and mitigate emerging fraud trends.
- this was when i worked for CITI BANK, this was back office handling emails as well as phone calls verifying information on spending's and trying to report to members suspicious activity. making a fraud prevention for the Banks customers
Data Entry Intern
ONG MADRE CABRINI
02.2011 - 02.2012
- Reduced errors in reports by thoroughly reviewing entered data and making necessary corrections before submission.
- Prioritized daily workload effectively, managing multiple projects concurrently while maintaining a strong commitment to deadlines and quality standards.
- Worked with this organization entering data of medical coverage, since this organization had Goals to meet and we needed to enter the vaccination report and medical appointments and medications given to Patient, i worked with a specific doctor and as a team she delivered the medical records and i put the information through excel files and the companies Platform, managed Emails as well to communicate and upload reports
Education
High School Diploma -
Liceo Compumarket
Villa Nueva, Guatemala 05.2001 -
Skills
Team supervision
Teamwork and collaboration
Team motivation
Problem-solving
Documentation and reporting
Client service
Technical support
Client support
Call center operations
Verbal and written communication
Active listening
play piano / Drums, watch TV, play Soccer watch football Games. Play Video Games (sometimes)
I like to play Drums and Piano i do sometimes at churches, and this helps me a lot to get to know the country more when i go out to play wit the Band on my free times, i like to watch TV mostly Movies, and since i was little i always liked video Games, enjoy Games mostly that requires problem solving includes and survival. and i Like to watch Football ( soccer) Games mostly matches from Arsenal FC and Real Madrid FC.
Timeline
Team Leader
Everise
08.2018 - Current
Customer Service Representative
Alorica
01.2018 - 07.2018
Customer Service Representative
24/7 Intouch
03.2016 - 11.2017
Customer Service Representative/ Escalated Calls
Allied Global
02.2014 - 02.2016
Fraud Prevention Specialist Citi Bank
Genpact
10.2012 - 10.2013
Data Entry Intern
ONG MADRE CABRINI
02.2011 - 02.2012
High School Diploma -
Liceo Compumarket
05.2001 -
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