Lourdes Mayela Hernandez Fernandez
Tlalnepantla
Summary
Dynamic bilingual call center professional with a proven track record at Foundever, excelling in call handling and technical troubleshooting. Adept at resolving customer inquiries and enhancing satisfaction through effective communication and goal-oriented strategies. Recognized for adherence to scripts while achieving high retention rates through cross-selling and tailored solutions.
Pursuing full-time role that presents professional challenges and leverages interpersonal skills, effective time management, and problem-solving expertise.
Overview
9
9
years of professional experience
Work History
Bilingual Call Center Agent
Foundever
08.2023 - 04.2025
- Cash App
- Investigated and resolved customer inquiries
- Educated customers about transactions, payment processing and support policies and procedures.
- Provided app support, addressing their questions and concerns.
Call Center Agent
Atento
07.2022 - 07.2023
- Sears
- Responded to customer inquiries and provided technical assistance over phone.
- Offered additional benefits.
- Scheduled technician visits.
Call Center Agent
Pentafon
04.2022 - 07.2022
- Banorte
- Answered calls regarding lost or stolen cards.
- Gathered details of the reported incident, card information and other relevant details.
- Issued new cards.
Call Center Agent
Manpower
08.2019 - 08.2020
- Santander
- Answered calls regarding lost or stolen cards.
- Gathered details of the reported incident, card information and other relevant details.
- Issued new cards.
Call Center Agent
Atento
08.2017 - 08.2019
- BBVA
- Handled calls regarding credit card cancellation
- Provided solutions and offers to retain customers.
- Cross-selling, Increase credit line and insurances.
Outbound Sales Call Center Agent
TKM
01.2017 - 06.2017
- Movistar
- Contacted customers offering product and service benefits, explaining features and answering questions.
- Overcame objections using friendly, persuasive strategies.
Outbound Sales Call Center Agent
Eulen
08.2016 - 12.2016
- Movistar
- Contacted customers offering product and service benefits, explaining features and answering questions.
- Overcame objections using friendly, persuasive strategies.
Education
High School Diploma -
Ceneval
Mexico City, Mexico05-2015
Skills
- Goal oriented
- Script adherence
- Call handling
- Technical troubleshooting
- Inbound phone calls
- Call controlling
- Call center operations
Languages
English
Upper intermediate (B2)
Timeline
Bilingual Call Center Agent
Foundever
08.2023 - 04.2025
Call Center Agent
Atento
07.2022 - 07.2023
Call Center Agent
Pentafon
04.2022 - 07.2022
Call Center Agent
Manpower
08.2019 - 08.2020
Call Center Agent
Atento
08.2017 - 08.2019
Outbound Sales Call Center Agent
TKM
01.2017 - 06.2017
Outbound Sales Call Center Agent
Eulen
08.2016 - 12.2016
High School Diploma -
Ceneval