Francisco Rafael Hernandez
Customer Service Rpresentative
Cdmx
Summary
Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.
Overview
33
33
years of professional experience
Work History
Customer Service Representative
All Nippon Airways
04.2024 - Current
- Responded proactively and positively to rapid change.
Customer Service Representative
Lufthansa Airlines
09.2016 - 04.2024
- Developed customer service policies and procedures to meet and exceed industry service standards.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Investigated and resolved customer inquiries and complaints quickly.
Customer Service Representative
Alitalia Airlines
02.2016 - 10.2016
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Analyzed customer service trends to discover areas of opportunity and provide feedback to management.
Customer Service Representative
Southwest Airlines
11.2014 - 05.2015
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
Customer Service Representative
Air Tran Airlines
12.2013 - 11.2014
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
Customer Service Representative
Viva Aerobus
10.2012 - 12.2013
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
Call Center Representative
Compañia Mexicana De Aviacion
02.1991 - 06.1995
- Identified opportunities for upselling products or services, resulting in increased revenue generation for the company.
- Exceeded monthly performance metrics consistently, contributing to the success of the call center operations.
- Attended telephone skills and program information training sessions to boost aptitude.
- Established trust with clients by accurately addressing their concerns and offering appropriate resolutions based on their needs.
Education
Some College (No Degree) - Architecture
UNIVERSIDAD NACIONAL AUTONOMA DE MEXICO.
CDMX 05.2001 -
High School Diploma -
COLEGIO PORTUGAL
Aguascalientes, Mexico 05.2001 -
Skills
Professional Demeanor
Conflict Resolution
Excellent Communication
Conflict Mediation
Call center experience
Dispute Resolution
Team Collaboration
Customer service orientation
Teamwork and Collaboration
Timeline
Customer Service Representative
All Nippon Airways
04.2024 - Current
Customer Service Representative
Lufthansa Airlines
09.2016 - 04.2024
Customer Service Representative
Alitalia Airlines
02.2016 - 10.2016
Customer Service Representative
Southwest Airlines
11.2014 - 05.2015
Customer Service Representative
Air Tran Airlines
12.2013 - 11.2014
Customer Service Representative
Viva Aerobus
10.2012 - 12.2013
Some College (No Degree) - Architecture
UNIVERSIDAD NACIONAL AUTONOMA DE MEXICO.
05.2001 -
High School Diploma -
COLEGIO PORTUGAL
05.2001 -
Call Center Representative
Compañia Mexicana De Aviacion
02.1991 - 06.1995