Wendy Whitaker Hyman
San Jose,Goicoechea
Summary
Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy.
Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals. Passionate about promoting lasting customer satisfaction by delivering quality service and unparalleled support. Proficient in customer service best practices and related options.
Overview
5
5
years of professional experience
Work History
Team Leader - Service Delivery
Cognizant CR
10.2019 - 01.2023
- Boosted customer experiences by delivering superior customer service, issue resolution and merchandising.
- Generated reports detailing findings and recommendations.
- Educated staff on organizational mission and goals to help employees achieve success.
- Coached staff on daily performance and conducted evaluations to constructively address concerns.
- Developed and updated tracking spreadsheets using Salesforce
- Observed packing operations to verify conformance to specifications.
- Frequently inspected production area to verify proper equipment operation.
- Identified objectives of insurance updates by analyzing feedback, observing consumers and collecting surveys.
- Implemented long-term growth initiatives by developing improvement and solving strategies.
- Developed 10 effective improvement plans in 2020.
- Conducted P&L statement analysis to improve daily operations, increase revenue and reduce costs.
- Decreased product defects 40% by implementing quality assurance guidelines.
- Supported complex escalated calls.
Customer Service Representative
Amazon Support Services
06.2019 - 10.2019
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Answered constant flow of customer calls with minimal wait times.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Responded to customer requests for products, services and company information.
- Provided information regarding charge logistics related to long items delivery.
- Used company troubleshooting resolution tree to evaluate technical problems and find appropriate solutions.
Customer Service Representative
Amazon Support Services
12.2018 - 01.2019
- Responded proactively and positively to rapid change.
- Investigated and resolved customer inquiries and complaints quickly.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Maintained up-to-date knowledge of product and service changes.
Logistics Associate
APL Service Center
08.2018 - 12.2018
- Coordinated shipping requests for delivery and documented accurately to achieve correct billing.
- Collaborated with shipping department staff to facilitate smooth materials returns to correct vendors.
- Coordinated shipping requests for expedited delivery and documented accurately to achieve correct billing.
- Managed system support functions to set priorities and service levels expectations.
- Monitored and reported on transportation costs and properly filed shipping documents.
Human Resources Assistant
Amazon Support Services
10.2017 - 02.2018
- Created and completed personnel action forms for hires, terminations, title changes and terminations.
- Answered and directed outbound and inbound phone calls when storms and emergency cases occurred.
- Helped employees register for benefits programs using online portals.
- Organized warehouses orientation schedules for emergency cases.
- Created maternity and paternity cases to facilitate information to leaves team.
- Answered and directed outbound and inbound phone calls regarding payment corrections.
Healthcare Customer Service Representative
Teletech
10.2014 - 07.2015
- In this role I was able to develop as claims specialist, benefits and all related to insurances in the United States.
- Maintained confidential patient, employee and company information in compliance with company policies and regulatory requirements.
- Gathered information, assessed and fulfilled callers' needs and educated on important policies and procedures.
- Investigated and resolved customer inquiries and complaints quickly.
- Recommended products to customers, thoroughly explaining details.
- Responded proactively and positively to rapid change in insurances.
- Quickly and accurately answered customer questions, suggested effective solutions and resolved issues to increase customer satisfaction 90%.
- Investigated and resolved accounting, service and delivery complex concerns.
Education
Student - Law (Pre-Law)
Universidad Fidelitas
San Jose12.2023
Certification - Six Sigma Yellow Belt
VMEdu
12.2020
Skills
- Lean Methodology
- Daily Reports
- Root Cause Analysis
- Conflict Resolution Tactics
- Service Delivery
- Performance Management
- Strategic Goals
- Customer Satisfaction
- Project Implementation Processes
- Leadership
- Process Optimization
- Call Center Operations
Languages
Spanish
Native language
English
Upper intermediate
B2
Timeline
Team Leader - Service Delivery
Cognizant CR
10.2019 - 01.2023
Customer Service Representative
Amazon Support Services
06.2019 - 10.2019
Customer Service Representative
Amazon Support Services
12.2018 - 01.2019
Logistics Associate
APL Service Center
08.2018 - 12.2018
Human Resources Assistant
Amazon Support Services
10.2017 - 02.2018
Healthcare Customer Service Representative
Teletech
10.2014 - 07.2015
Student - Law (Pre-Law)
Universidad Fidelitas
Certification - Six Sigma Yellow Belt
VMEdu
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