Mariana Hernández

Collections inbound department coordinator:

• Established cross-functional teams for improved communication between departments and better customer experiences.
• Streamlined internal processes for more efficient issue resolution, reducing overall case volume while maintaining high-quality service levels.
• Supervised daily operations and process functions to maximize revenue, customer satisfaction, and employee productivity.
• Developed new employees and on-going performance assessment of current employees.
• Coordinated closely with product development teams to incorporate user feedback into future releases, enhancing overall product offering and satisfying customers'' evolving needs.

• In charge of supporting collections customer service operation & bureau management, oversaw daily operations of the department, ensuring smooth workflow and timely completion of tasks.
• Applied strong leadership talents and problem-solving skills to maintain team efficiency and team collaboration.

Customer service supervisor for Retail US and Canada

• Led a team of customer service representatives, fostering a supportive environment that encouraged growth and development.
• Achieved high levels of customer retention through proactive outreach efforts and diligent follow-up on issues or concerns.

Skilled at working independently and collaboratively in a team environment.

• Lead project management for new EDI customers
• Lead new web platform for new division in GAS
• Lead in ISC (production) project to improve our supply chain
• Above 90% on target metrics for calls, surveys and emails.

Sr Customer Service Associate for Honeywell industrial safety, analysis, and lean process solutions

• Part of GAS detection division, managing web store EDI systems for Honeywell Industrial Safety, cross-functional role
• Daily reporting activities and troubleshooting for GAS fixed team, constant support of the entire supply chain.
• Enhanced customer satisfaction by efficiently resolving service issues and providing timely solutions.

Customer Service Associate for Honeywell industrial safety, analysis, and lean process solutions

• Part of webstore and EDI team for Honeywell Industrial Safety, cross-functional role
• Handled customer complaints professionally, resulting in satisfactory outcomes and positive feedback.

• Clients profiles, management activities, social media, imports assistance and sales assistance.