SHEENA LYNETTE HERNANDEZ

303-668-9025 (H) - - sheenalh@gmail.com

Summary

Over 10 years experience in Customer Service and Sales industry. Excelling in leadership, mentoring and developing new employees. Great at building trust and loyalty through strong relationships. Reliable and motivated, equally dedicated to help others and the business excel. Highly organized, efficient and able to handle multiple projects.

Highlights

●	Microsoft Office proficiency	●   Expert in multi-tasking	
●	Results-oriented	●	Exceptional Collection Skills	
●	Excellent communications skills	●	Customer Service expert	
●	Time management 

Experience

T-Mobile USA	December 2009 to June 2012

Senior Representative

Thornton, CO

●	First line of contact for representatives questions, customer escalations and team motivation. Supported a team of 15 representatives, by partnering with supervisor to identify behavioral trends, in addition to coaching and development. 

●	Noted Subject Matter Expert in the customer service and collection processes. 
●	Ensured all privacy requirements were met and maintained according to local, state, and federal laws as a result of training to meet FCC regulations. 

●	Analyzed complex statistical reports to determine developmental needs for representative improvement. 

●	Directed, trained, organized, reviewed and monitored the workflow of the Financial Care Team to ensure effectiveness and efficiency. 

●	Coached employees on difficult customer calls and assumed final point of contact for deescalating irate customers. 

●	Ensured performance measures were met within strict timeframes through report analysis, prioritizing and delegating tasks to enhance production. 

●	Prepared for and organized motivational meetings for staff on a variety of topics. 
●	Increased representative customer satisfaction results. Increased from 2.57 to 3.73 in 3 weeks by reviewing customer initiated surveys to determine areas of opportunity and providing one on one coaching with representatives. 

T-Mobile USA	August 2004 to December 2009

Financial Care Representative II

Thornton, CO

●	Provided exceptional customer service to past due customers, while assisting them with billing questions and prevention of service interruption through inbound and outbound phone calls. 
●	Reviewed, verified and processed payment arrangements requiring expertise in departmental procedures and company requirements to enhance production. 
●	Assisted the public via telephone by providing accurate information and answering inquiries of a financial and technical nature. 
●	Resolved customer billing disputes through billing knowledge to quickly resolve customers concerns and collect on past due balances. 

●	Awarded for being in top 2% nationally in Financial Care for exceeding all company outlined metrics from 2005-2009. 
●	Awarded Inner Circle Las Vegas Trip in 2009 for being #1 Financial Care Representative out of 400, and #9 on the National level. 

Echostar Communications	September 2002 to August 2004

Advanced Technical Support Representative

Thornton, CO

●	Specialized in the Retention Department by offering alternative rate plans, promotions and resolving the root cause of clients concerns. 

●	Assisted client with advanced technical support calls by analyzing issues and resolving with proper troubleshooting steps. 

●	Scheduled service calls to rectify the issue if unable to resolve over the phone. 

Education

Front Range Community College                                                                                                              2013	

General Studies- Microsoft Office, English Composition, Medical Term

Westminster, CO, USA 

New Directions Nurse Aide Training                                                                                                         2013
Certified Nursing Assistant
Northglenn, CO 

Volunteer Work

●	      Physical Medicine Department, Platte Valley Medical Center - May 2013-Present
●	      Marriage Ministry Leader, Nursery and Welcome Center, Thrive Church, 2012-Present
●	      Classroom Volunteer, Foundations Academy, 2011-2013
●	      Coat, clothing and food drive volunteer, Urban City Outreach 2012-2013
●	      Preschool Volunteer, Zion Lutheran School, 2009-2011