Summary
Overview
Work History
Education
Skills
Certification
Timeline
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Nancy Hernandez

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

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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

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Nancy Hernandez