Norma Hernandez Email & Phone Number

Pomona, Ca, Us

City Of Industry, Ca

Provide monitoring coverage as a backup team lead for our Customer Service team with all queues of calls and emails. Attend weekly calibration calls to guide outsourced quality teams to reduce fraud.Share continual lead responsibility for deciding how to manage employees, ensuring customer interactions are handled efficiently and effectively. Investigate orders in our Fraud System,Interceptas. Completing an average of 500 orders daily; looking into customer’s accounts by cross referencing email, billing, shipping addresses and telephone numbers. Warm/Red line customer’s information in our Fraud System, Interceptas if a chargeback is received or excessive claims are filed.Operations Specialist to review system rules to reduce fraud by discovering trends, using our system Payeezy as a reference for payment information such as address verification, payment authorization, settlements and refunds. Fulfill gift card/online gift card orders and run gift card reports. Customer Service forecasting specializing in comparing data from previous fiscal year to better suit current business demands. Contribute to team effort by accomplishing related results as needed and demonstrated the ability to resolve a variety of issues and complaints of the highest form.Train new representatives on proper procedures to maneuver multiple programs and reduce fraud.Maintain customer satisfaction by providing product and service information, resolve product and service problems via Talk to the President e-mail in a call center environment for the online store.PayPal Account Liaison, process returns, void pending authorizations and assist our customer via PayPal portal with any questions or concerns in regards to their web order.Social Media Specialist by using our social media system, Spreadfast to assist with complaints, orders, errors, account questions, transaction authorizations, billing, cancellations and other queries in a timely manner.

City Of Industry, Ca

Maintain customer satisfaction with various complex computers programs by providing product and service information, resolve product and service problems via phone and email in a call center environment for the online storeAssist with escalations, orders, account questions, transaction authorizations, cancellations and other queries in a timely manner.Maintain customer records by updating account information in Manhattan Associates programResolve product or service problems by clarifying the customer’s complaint; determining the cause of the problem; selecting and explaining the best solution for the problem; expediting correction or adjustment; following up to ensure resolutionPersonal ShopperTroubleshoot website to give customers access to their accountsStand in for PayPal, Social Media, Amazon Customer Service Specialist, and Fraud Analyst.

City Of Industry, Ca

Collect Customer information for account creationProfessional communication via e-mail directly to customers and buyersRun weekly reports to follow-up on open tasksAbility to communicate with other departments to see orders through completionManaged e-mail and phone cases for multiple accounts (HD, Target, Wal-Mart, etc...)Often given escalations by management to see them through completionExcellent working knowledge using Microsoft Word, Sales Force, 3PL, FedEx tracker, Access and internal billing systems

Anaheim Hills, Ca

Send loan documents via e-mail to signing agents from numerous lendersAnswer phones regarding loan informationContact loan agents directly and verify all needed information was receivedData entrySpeak and emailed directly with bank lenders regarding loan closuresSend loan documents to the correct signing agentHandle incoming lender calls regarding loans

Brea, Ca

Answered high volume phone calls 50+Handled calls for Customer Relations, regarding complaints, concerns and complimentsHandled calls regarding OCTA bus routes and informationAssisted with bus pass purchasesAssisted callers in applying for Reduced Fare I.D’sTrained new representatives on proper procedures to maneuver programs and handle incoming calls.