NATALIA IRENE HERNANDEZ
Sydney,Australia
Summary
Continue demonstrating my proven experience working with people whilst providing the highest quality of Customer Service and be given the opportunity for further development.
I am a Confident and Energetic Professional who possess excellent Communication Skills with the ability to liaise with clients and colleagues of all levels. I am motivated, Driven and always apply my initiative. I enjoy being part of a team but also work well alone. I am seeking a challenging position one where I can demonstrate my proven knowledge, skills and in return have the opportunity for further development.
Overview
14
14
years of professional experience
Work History
000 Emergency Call Operator
PersolKelly/Telstra
11.2022 - Current
- Carry out day to day emergency calls to Police, Fire, or Ambulance accurately and efficiently, providing a consistent, high quality service standard
- Offer friendly and efficient service to callers Australia wide, handle challenging situations with ease
- Perform duties in accordance with applicable standards, KPI’s, policies and regulatory guidelines to promote safe working environment
- Learning new skills and apply them to daily tasks, improving efficiency and productivity
- Assist in training, buddying, and mentoring new 000 operators to encourage and maximize performance
- Demonstrate respect, friendliness and willingness to help wherever needed
- Proved successful working with tight deadlines, maintaining energy and enthusiasm within a fast-paced environment
- Use critical thinking to break down problems, evaluate solutions and make decisions
- Develop and maintain courteous and effective working relationships
- Work flexible hours, rotating shifts including nights, weekends and public holidays.
Bilingual Technical support
TATA CONSULTANCY SERVICES
03.2018 - 10.2018
- Terminal Installations and Peripherals Remotely
- Working under Windows Environment
- Logistics
- Monitoring and follow up in Interdepartmental cases
- Customer Service at all times
- Working for the United States of America.
Medical Claims Specialist
TRADEHELM
01.2017 - 10.2017
- Handling all Medical Claims from the United States of America
- Providing Quality Customer Service at all Times
- Meeting and Exceeding set Targets and QA
- Making Outbound Calls
- Multitasking
- Administrative Duties
- Troubleshooting
- Handling Patient Information (Medical Records Personal Information)
- Data Entry
- Product Knowledge
- Follow up on Medical Claims.
Service Support Consultant
TABCORP
06.2011 - 08.2015
- Technical Support for all Tab Licensed venues and Agencies
- Taking Inbound and outbound calls
- Providing excellent Customer Service at all times
- Data Entry
- Booking service Calls
- Product Knowledge
- Sending documentation to the relevant parties
- Monitoring live Bets
- Financial Transactions
- Troubleshooting.
Electrolux
11.2010 - 02.2011
- Locating jobs for technicians
- Answering a high volume of calls
- Booking Service Calls
- Data entry
- Demonstrating customer service at all times
- Product knowledge for White goods and Brown goods
- Troubleshooting
- Liaising with retail stores
- Checking stock and availability
- Multi-Tasking
- Work towards KPI’s
- Ordering Spare parts.
Skills
- Technical Support
- Computer Literate including word, email and Internet
- Time Management
- Working to and achieving Sales Targets and KPI s
- High Standard of Customer Service
- Sales and Marketing
- Problem Solving
- Product knowledge
Languages
Native in English and Spanish Written and verbal.
Training And Qualifications
- SAP
- Excel (Intermediate)
- Microsoft Word (Intermediate)
- Lotus
- In house Training in Customer Service, Sales
- Sales Logics
- Microsoft Office
- Epic
- Outlook
- Internet Explorer
Personal Information
Date of Birth: 11/21/78
References
- Michelle Devenish, michelle.devenish-meares@team.telstra.com, 02 9308 6855, Telstra 000
- Calle Davies , calle.davies@garmin.com 0417589195 Garmin Australasia Manager.
- Mike Wailsome, 0405 477 466, Recon – NTG Call Centre Manager
Hobbies and Interests
Meeting people, Dancing, Singing, listening to music, playing the drums.
Singing, dancing playing drums
I love dancing and singing to South American music. I also enjoy playing the Uruguayan traditional drums.
Timeline
000 Emergency Call Operator
PersolKelly/Telstra
11.2022 - Current
Bilingual Technical support
TATA CONSULTANCY SERVICES
03.2018 - 10.2018
Medical Claims Specialist
TRADEHELM
01.2017 - 10.2017
Service Support Consultant
TABCORP
06.2011 - 08.2015
Electrolux
11.2010 - 02.2011