ERIK FERNANDEZ
El Paso
Summary
Dynamic Retail Banking Coach at Alorica with exceptional organizational skills and a proven track record in escalation management. Adept at enhancing customer satisfaction through effective communication and complaint resolution. Bilingual and detail-oriented, I excel in building strong client relationships and driving successful outcomes in high-pressure environments.
Overview
17
17
years of professional experience
Work History
Retail Banking Coach
Alorica
El Paso
03.2022 - Current
- Educated clients on banking products and services, enhancing their financial literacy and decision-making.
- Managed customer escalations, ensuring prompt resolutions that improved customer satisfaction and loyalty.
- Resolved customer complaints promptly to ensure satisfaction and retention.
- Communicated effectively with customers to understand their concerns and needs.
- Provided training and support to team members on escalation procedures.
- Maintained a high level of quality assurance throughout the escalation process.
- Maintained up-to-date knowledge of company policies and product offerings.
- Documented comprehensive reports on escalations and resolutions to support ongoing training and process improvement.
- Documented escalation cases in the tracking system for future reference.
Technical Support
HGS Global Solutions Limited
09.2021 - 03.2022
- Troubleshot and resolved routing issues, service outages, and maintenance requests for clients to ensure service continuity.
- Providing excellent customer service via phone and email.
- Retained clients during merger by proactively addressing concerns and providing support.
- Using ICOMS to enter codes to activate new client by building their service packages.
- Executed targeted sales strategies to effectively promote and enhance product and service adoption.
- Billing for the two merging companies.
- Temporary position to assist with the merger of Astound Broadband and RCN.
Alorica Inbound Sales Agent
Charter Communications Spectrum
10.2021 - 01.2022
- Managed inbound customer inquiries regarding services and promotions.
- Provided detailed product information to assist customer decision-making.
- Resolved customer complaints with empathy and professionalism.
- Educated customers on billing procedures and service options to enhance understanding and satisfaction.
- Managed high volumes of inbound and outbound calls in fast-paced environment, building and cultivating client relationships.
- Identified consumer needs and researched issues to provide tailored solutions.
- Maintained up-to-date knowledge of industry trends and competitor offerings.
- Provided customer service and sales support in retail environment.
Pharmacy Owner
Farmacia Erik 1
Ciudad Juarez
08.2009 - 09.2021
- Hired, trained, supervised and evaluated staff members including pharmacists, technicians and support personnel.
- Implemented training programs for new employees on pharmacy procedures.
- Supervised staff to improve customer service interactions and optimize operational processes.
- Established strong relationships with suppliers for better pricing and product availability.
- Negotiated contracts with suppliers to secure competitive pricing on products.
- Managed inventory of drugs, medical supplies, and equipment to ensure adequate stock levels.
- Oversaw financial management by developing budgets and tracking expenses to ensure fiscal responsibility.
- Conducted regular audits to ensure medication safety and accuracy in dispensing.
- Educated patients about their medications including proper usage instructions.
Education
ASSOCIATE OF ARTS - ACCOUNTING, BUSINESS, AND ECONOMICS
EL PASO COMMUNITY COLLEGE
El Paso, TX12.2007
HIGH SCHOOL DIPLOMA -
EDISON HOPE CHRISTIAN ACADEMY
El Paso, TX05.2007
Skills
- Customer relationship management
- Complaint resolution
- Customer satisfaction
- Escalation management
- Product knowledge
- Organizational skills
- Detail-oriented
- Pattern analysis
- Works well under stress
- Effective communication
- Bilingual
- Fast learner
Timeline
Retail Banking Coach
Alorica
03.2022 - Current
Alorica Inbound Sales Agent
Charter Communications Spectrum
10.2021 - 01.2022
Technical Support
HGS Global Solutions Limited
09.2021 - 03.2022
Pharmacy Owner
Farmacia Erik 1
08.2009 - 09.2021
ASSOCIATE OF ARTS - ACCOUNTING, BUSINESS, AND ECONOMICS
EL PASO COMMUNITY COLLEGE
HIGH SCHOOL DIPLOMA -
EDISON HOPE CHRISTIAN ACADEMY