CARISMA Avelino Hernandez

I began with a reception position for Hillcrest the first year I started working here. My duties were to answer calls and transfer them to the correct ACAM. Sent the action items that were received through a system called Vantaca, to the correct person and keep the queue cleared for all requests.

Hillcrest promoted my position to ACAM the following year, my responsibilities included but were not limited to:

• Creating work orders request approved by the manager. Follow up with the service providers.
• Send violation letters.
• Broadcast E-mail/ Broadcast paper mailing
• Update homeowner´s account information when needed.
• Newsletters/ Meeting Minutes
• Set up board meetings through Zoom.
• Calls inbound/outbound
• Organize Association documents (Bank statements, Invoices, etc)
• Assisted in managing tenant relations, addressing inquiries and concerns promptly.
• Coordinated property maintenance schedules, ensuring timely completion of repairs and inspections.

Familiar with Teams workspace, Vantaca, Clickpay, and 8x8.

Worked for AT&T for a year, I can say this was one of the most challenging jobs I´ve ever had. I can honestly say this job taught me to keep patience and a cool head while dealing with very frustrated customers. Calls will come in automatically leaving me with no other choice than working very efficiently and finish work notes before the next call came in. Approximately 150 calls came in every day.

The main point of this position was to collect the full amount of the client´s debt in their phone line, not leaving aside the customer service experience and good treatment to the client.

• Worked 6 months for Budget Moving Trucks, and 6 months for Budget Commercial Moving Trucks.
• Reservation/Customer Service Agent
• Assisted customers with inquiries, providing prompt and accurate information.
• Took more than 120 calls in a day since it was both, Reservation and Customer Service Agent.
• Utilized CRM software to track customer interactions and maintain records.
• Worked under pressure most of the time. Had metrics to accomplish every month.