Violet Hernandez

Violet Hernandez Orlando, FL- To gain a new challenging position that will build upon and utilize my passion for service and communication. Authorized to work in the US for any employer Work Experience Travel Consultant American Express - Remote April 2019 to Present Handle inbound calls for platinum travel in virtual call center environment. Work with platinum members and account managers of travel over phone and email for new and existing travel. Research and book air, car and hotel reservations. Advise members of accurate and clear fare rules and cancellation/change policies. Contact vendors such as hotels, airlines and car rental companies as needed to communicate between member and vendor on their behalf. Utilize multiple tools and resources, GDS System Sabre Encore, AESP for account security, Avaya phone system, travel agent SaaS systems for airlines and others. Note records with proper remarks related to air, car and hotel bookings. Follow up with queue work that arises and relay any changes to the member. Leave voicemails and/or emails for member related to schedule changes, cancellations from airlines. Document records and travel profile with sensitive information and ensure personal information secure. Payment Solutions Collector Alliance Data - San Antonio, TX August 2018 to January 2019 Service high balance delinquent accounts for major national retailers in 3 months or more past due status. Obtain balance in full or negotiate payment plans and/or settlements. Use negotiation hierarchy to collect highest possible payment in single payment, or structure highest recurring payments. Use inbound, outbound and skip trace contact strategies. Work in multiple systems for account management, dialer phone system, skip tracing systems and other internet databases. Utilize Webstation system for scheduling- ability to create personal schedule based on FTC laws and times most likely to make contacts. Process payments, read servicing disclosures for compliance, setup accurate payment dates and amounts. Verify personal information, accept checking accounts or debit cards only. Online Chat Sales/Support Marriott International - Remote February 2017 to July 2018 Provide online chat support for customers browsing on Marriott.com. Multi-task two chats simultaneously, while researching and answering questions about hotels, amenities, packages, member, group and corporate rates. Maintain member relationships and acknowledge loyalty status. Inform customers of benefits of Marriott membership. Exceeded team standards on weekly reviews in responsiveness, revenue scores, and Net Promoter Score which ranks the customer's likelihood to recommend using chat service to book future reservations on Marriott.com. Work across multiple online systems- such as booking system in PURE, membership rewards in CRIS, relationship management/chat in Salesforce, Skype and other internet resources. Member Service Specialist, Trainer, Senior Specialist Randolph Brooks Federal Credit Union- San Antonio, TX November 2014 to January 2017 Specialist Responsibilities: Provide member service in a call center environment. Perform banking transactions- transactions, payments, wire transfers, cash advances, research complex issues, submit consumer loan and credit card applications, open and close accounts. Utilize multiple financial software systems daily as well as normal office technology. Front line service to nonmembers, dealerships and other financial institutions. Verify members following security procedures. Listen attentively, and identify solutions to problems. Probe, and utilize investigative skills. Issue new usernames, reset passwords and security questions for online banking. Sell products and services to better financial quality of life. Assist with special projects as directed by management. Organized birthday, going away, meeting luncheons. Senior Specialist/ Trainer Responsibilities: Write, scan, email, fax, and mail member correspondence. Coach and educate other representatives, departments, and take escalated calls. Trained branch personnel and other departments how to assist members over the phone for peak times when the call center has a high volume of calls. Trained new employees through 5-week training program. Facilitate quizzes and tests for trainees, organize training materials. Provide feedback to trainees and management about progress. Ensure new employee is able to fully perform daily tasks. Hostess, Trainer, Food Expo, Runner, To-Go/Hotel Delivery, Hospitality Concierge Houlihan's- San Antonio, TX January 2012 to November 2014 Supervise dining room, cocktail and patio areas. Create welcoming environment for guests. Ensure guest experience meets dining and service standards. Provide personalized service that demonstrates Houlihan's eclectic and elevated style. Encourage repeat guests with rewards program and special offers. Problem resolution on customer and employee level. Maintain extensive menu knowledge of food and beverage, and seasonal promotions. Confirm and organize reservations. Communicate between departments such as service, bar, kitchen, host and management team. Conduct table visits and handle customer complaints. Perform comp discounts with manager discretion. Assist managers with bar organization, logging inventory, input into Excel, create new orders based on pars. Provide additional assistance on further projects and tasks assigned. Hostess, Server, Lead Trainer T.G.I. Friday's July 2007 to December 2011 Welcome guests, organize section rotation, thank guests. Maintain 4 table section, suggestively sell, offer promotions, ring in POS system, organize plates and ensure order accuracy, check back within 2 minutes maintaining service level, refill drinks, napkins, remove plate ware, process cash and credit card payments. As a trainer, ensure trainees' readiness to become strong team members. Assisted management in prescreening applicants, scheduling interviews, organizing training materials and create team schedules. Education B.A. in English Studies University of Texas at San Antonio - San Antonio, TX Skills Communication, Food Service Industry, Call Center, Banking, Customer Service, Salesforce, Research, Support, Travel Planning, Writing Certifications 200 Hour Registered Yoga Alliance Teacher Certification Certification Date: March 2017 Southtown Yoga Loft- San Antonio, Texas Served as karma-donation based and substitute teacher