Jose Wilber Hernandez

Curriculum Vitae Jose Wilber Hernandez Rosales Customer Service Representative Expert - – 0530 - A driven, open minded, creative and successful Customer Service Representative and Quality Analyst with a strong sense of dedication and commitment, and with 6 years of progressive experience in account quality procedures and customer service management. Tenacious in securing customer loyalty and forging strong relationship with business partners. AREAS OF EXPERTISE - Collection management and customer service representative. Quality procedures analyst to create action plans to improve customer experience and business partnership. Data analysis to improve account metrics. COMPUTER LITERACY - Use of Microsoft software: * Word – 85 % knowledge * Excel – 85 % knowledge * Power Point – 85 % Knowledge * Internet – 90% knowledge EDUCATION - July 2012, AIT Informatica S.A. de C.V., INSAFORP, San Salvador, El Salvador. Microsoft Office Operator (Word, Excel, Power Point). Microsoft Office certificate. - May 1997, Emory College of Puerto Rico, Caguas, PR. Computer Programmer Technician diploma. - July 1994, United States Army, Fort Sam Houston, Texas, USA. Certify as an Emergency Medical Technician. PROFESSIONAL DEVELOPMENT - Certified Supervisor & Quality Analyst Training, 2012, Teleperformance Jump School. - “IAspire”, Certify Seminar to develop Leaders for Operations in Call Center. 2017 Telus International. OTHER INFORMATION - Date of Birth: March 16th, 1974. - License: Yes, Since 1992. - Address: La Libertad, El Salvador, Central America. Jose Hernandez CSR Expert WORK EXPERIENCE - Customer Service Representative for Saks Fifth Avenue Luxury Store. September 2017. At Telus International. Provide customer assistance to create new accounts and place orders online. Sell value of Saks products. Solve customer’s issues with damage product or general questions. - QA Manager Assistant for Cricket (AT&T) & Choice Hotels Account. August 2015 to Sept 2017. Improve quality procedures to provide an excellent customer experience. Create action plans and training material for representative to development on customer service area. QA Analyst. July 2013 to August 2015. Collect data for Quality analysis & provide feedback and coaching to representatives on areas of improvement. Customer service representative. April 2012 to July 2013. Provide customer assistance on our product. At Teleperformance International. - Personal Translator/Sponsor Host. February 2010 to January 2012. At Compassion International. Host sponsors visit for a NonGovernment Organization that help on needed children. Be translator on sponsors visit when meeting for the first time. Translate children’s letters sent to their sponsors.