Nancy Hernandez
Summary
Dedicated Customer Service specialist motivated to maintain customer satisfaction and contribute to company success. With over 9 years of experience proven ability to establish rapport with clients. Reliable and driven, with strong time management and prioritization abilities.
Overview
11
11
years of professional experience
4
4
Certifications
Work History
Contract Service Specialist
The Functionary
03.2024 - Current
- Customer Service & Support - handling inbound calls, emails, and live chats with professionalism and empathy. Working with multiple internal departments and external vendors.
- Case/Claim Management – tracking and following up on service requests from initiation to resolution.
- Order Management – coordinating parts orders and ensuring timely fulfillment.
- Process Monitoring & Compliance – ensuring service requests follow company procedures.
Back Office Retailer Specialist Agent
Ría Centroamerica
08.2023 - 03.2024
- Reporting & Data Analysis – assisting with weekly/monthly sales, inventory, and product order reports
- Order Processing & Retailer Support – assisting with retailer inquiries, order placement, and issue resolution
- Finance Support – assist with reports for collections, billing assistance, and payment tracking
- Documentation & Training – creating training materials and process guides for new or updated workflows
- Team Training & Onboarding – supporting knowledge transfer and mentoring team members
Technical Support Agent
World Connection
01.2022 - 07.2023
- Customer Technical Support – assisting users via phone and live chat for software troubleshooting.
- Software Installation & Setup – guiding customers through installation, configuration, and account setup.
- Troubleshooting & Issue Resolution – diagnosing and resolving technical issues in a financial software platform.
- Problem-Solving & Analytical Thinking – identifying root causes and providing effective solutions.
Interpreter
Cognizant El Salvador
02.2021 - 11.2021
- Provided Spanish telephonic interpretation for Spanish speaking claimants and insurance contacts.
Customer Service Representative
Ubiquity Global Services
06.2017 - 11.2020
- Customer Support & Call Handling – providing resolutions via inbound and outbound calls.
- Issue Resolution & Problem-Solving – identifying customer needs and delivering effective solutions
- Time Management & Multitasking – handling high call volumes while maintaining quality service
- Customer Relationship Management (CRM) – experience with CRM/ticketing tools.
Sales and Customer Service Representative
Teleperformance
10.2014 - 12.2016
- Provided accurate and appropriate information in response to customer inquiries.
Education
English studies -
Empowerment Academy
10.2014
High School Diploma - accounting
Instituto Nacional General Francisco Morazán
11.2013
Skills
Communication Skills
Certification
Google Cybersecurity, Currently taking
Timeline
Contract Service Specialist
The Functionary
03.2024 - Current
Back Office Retailer Specialist Agent
Ría Centroamerica
08.2023 - 03.2024
Technical Support Agent
World Connection
01.2022 - 07.2023
Interpreter
Cognizant El Salvador
02.2021 - 11.2021
Customer Service Representative
Ubiquity Global Services
06.2017 - 11.2020
Sales and Customer Service Representative
Teleperformance
10.2014 - 12.2016
High School Diploma - accounting
Instituto Nacional General Francisco Morazán
English studies -
Empowerment Academy