Fidel Hernandez Ardila

Fidel Hernandez Ardila - ● Bucaramanga, Colombia ●-● https://www.linkedin.com/in/fidel-hernandez/ PROFESSIONAL EXPERIENCE Freight Billing and Audit Specialist Aug. 2021 - Present Eshipping | Parkville, MO I have been working as a Freight billing and Audit Specialist for Eshipping where my general duties are to receive invoices for different carriers and approve payments, also verify additional fees, and request support documentation to validate them, A detail description of my responsibilities are: ● Reviewing and auditing freight invoices to ensure accuracy and completeness. ● Resolving billing discrepancies and disputes with carriers, vendors, and customers ● Coordinating with internal teams to obtain missing or incomplete information needed for billing and payment processing. ● Maintaining records of all Bill of Landing and absorb amounts for freight invoices. ● Developing and implementing procedures for efficient and accurate billing and payment processing. ● Communicating with carriers, vendors an customer to address any billing-related issues or concerns. ● Providing regular reports and updates on billing and payment activities to management and other stakeholders. My greatest accomplishment in the role was to process an average of twenty two invoices per hour measured by ticket counting by having excellent organization skills and the ability to analyze and get the right details form BOL and invoices . Also, make the induction and training to the new team members in a period of ten days. Customer Service Representative Apr. 2021 - July. 2021 Airbnb | San Francisco, CA I worked for Airbnb as a Customer Service Representative for almost six months during this time my main duty was resolve disputes between host and renter when the listing didn't have the accommodations offered or if it was a major incident that doesn't allow the listing to be used., also provide general information about the platform and how to use it. A detail description of my responsibilities are: ● Respond to incoming calls, emails and chats from guests and hosts and provide accurate information and resolutions to their inquiries and concerns. ● Use my expertise in Airbnb policies, procedures and tools to resolve issues and provide guidance to guests and hosts ● Manage and resolve customer complaints, and provide a path of resolution by escalating to the required department or the correct way to resolve it. ● Provide Self-Service options to guest and hosts in order to educate them in the use of the platform to make sure if the same issue is presented again they can resolve it without the need to make the call. ● Recollect Evidence as photos, videos and chats to resolve disputes between host and guest for a listing complaint. Follow-up cases to avoid they stay in a pending status for more than twenty-four hours and make a faster resolution. My greatest accomplishment in the role was to get an average Net Promoter Score of 90/100 during my time in the company by making feel all my client that they are important being empathetic and give them the best route to resolve their issues. ● . Customer Service Assistant Aug. 2018 - Feb. 2021 Target | Minneapolis, MN I worked as a customer service assistant for target in the credit card department, my main duties were resolving doubts about the credit card, receiving payments, and troubleshooting any issue that the credit card may have. A detail description of my responsibilities are: ● Respond to customer inquires related to account balances, payment due dates, available credit limit, rewards program, and other related issues. ● Collaborate with other departments within the organization to resolve customer issues related to fraud or disputes. ● Promote the use of the Target Credit Card by educating customers on its benefits and features. ● The more you showcase important keywords for the job you’re applying for, the more likely you are to be contacted. ● Provide outstanding customer service by actively listening to customer needs and providing timely, accurate, and professional response to inquiries related to the Target CCredit Card account. ● Taking payments by checking account or credit card from the customer to its credit card account. My greatest accomplishment in the role was to have an average NPS of 83/100 during my two years working for the company by having a great active listening, an excellent acknowledge and always finding the best way to help the customer. EDUCATION Petroleum Engineer | Universidad Industrial de Santander EF Set English Certificate - C2 Proficient | EF Standard English Test (EF SET) (expected January 2023) SKILLS Google Suite (Drive, Sheets), Microsoft office (Excel, Word Work) | Salesforce | OneDrive | CRM | C++ | Python| SQL | Corel Draw |