Josselyn Hernandez
Norcross
Summary
Experienced professional with a strong background in customer service, training, and management, adept at problem-solving and enhancing team performance. Skilled in multitasking, decision-making, and maintaining schedules efficiently. Seeking to leverage supervisory experience in a challenging new role to drive exceptional service and operational excellence.
Overview
14
14
years of professional experience
Work History
Logistics Customer Service Representative
ThredUp
Norcross, GA
08.2024 - Current
- Managed customer interactions by providing courteous and effective solutions to inquiries and complaints.
- Trained new staff on customer service protocols and logistics processes for enhanced team performance.
- Analyzed and evaluated current procedures and policies during monthly collaboration meetings to identify areas for improvement.
- Oversaw refund transactions via PayPal, Afterpay, Braintree, and Stripe to ensure timely resolution of customer inquiries.
- Facilitated communication with third-party resellers to effectively resolve escalated customer complaints.
- Facilitated logistics processes by addressing shipping inquiries and coordinating claims and delivery instructions.
Return Escalation Associate
THREDUP
Suwanee, GA
10.2023 - Current
- Supervised team members and delivered constructive feedback.
- Boost customer satisfaction by addressing return issues and personal item inquiries.
- Analyzed patterns and trends to identify and report potential scams effectively.
- Resolved customer inquiries via email, ensuring timely and effective solutions.
- Coordinated with receiving team to maintain FIFO order in returns processing, enhancing operational efficiency.
- Make sure items make it to their destination as in RA items, under review and rephotograph correctly.
- Identified and retrieved items not belonging to customers, ensuring proper delivery to processing station for donation.
- Oversaw the handling of returned packages from carriers due to inaccurate details or shipping damage to ensure efficient resolution.
Warehouse Associate
THREDUP
Suwanee, GA
10.2021 - 10.2023
- Inspect quality and itemize accessories.
- Verify authenticity of higher end brands.
- Inspect quality of clothes.
- Itemize the clothes.
- Package orders.
- Help coach coworkers if needed organize product to make sure priorities are completed first (fifo).
Sales Manager
AUTOZONE
Norcross, GA
07.2021 - 10.2021
- Executed detailed checks on safe deposit operations to guarantee compliance with regulatory requirements.
- Oversaw daily inventory operations to optimize stock management processes. Supervised daily stock evaluations to identify and address discrepancies.
- Organized and stored parts received from truck delivery efficiently.
- Executed timely delivery of parts to mechanics, ensuring operational efficiency.
- Open and close store.
- Coordinated inventory transfers to ensure accurate stock levels across locations.
Assistant Manager
ARBY'S RESTAURANT GROUP / INSPIRE BRANDS
Suwanee, GA
03.2019 - 07.2021
- Oversaw weekly scheduling to ensure optimal staff coverage and enhance productivity.
- Facilitated training programs for new team members and managers to enhance team performance.
- Verifying money daily and make weekly change orders.
- Maintenance throughout the store.
- Establish standards for appearance and manners.
- Record usage of inventory and reorder supplies that are needed.
- Generate reports for management.
- Offer ideas on how to keep customers and employees happy.
- Served all in-line customers within a certain time period (60 seconds or less).
Server and Trainer
STUDIO MOVIE GRILL
Duluth, GA
01.2019 - 03.2020
- Provided attentive service to guests while managing wait times effectively.
- Studied and retained comprehensive details of food and drink menu for accurate customer recommendations.
- Upsell products.
- Executed food delivery to guests, enhancing dining experience and operational efficiency.
- Oversaw operations of multiple theaters simultaneously.
- Prebuss tables to improve guest experience.
- Train new servers.
Shift Manager
ARBY'S RESTAURANT GROUP / INSPIRE BRANDS
Norcross, GA
10.2012 - 03.2019
- Identical to the assistant manager responsibilities.
Education
High School Diploma -
Norcross High School
Norcross, GA05-2014
Skills
- Customer service
- Scheduling
- Multi-tasking
- Reliable
- Punctuality
- Training
- Management
- Multilingual
- Judgement and decision making
Languages
English
Native or Bilingual
Spanish
Native or Bilingual
French
Limited Working
Timeline
Logistics Customer Service Representative
ThredUp
08.2024 - Current
Return Escalation Associate
THREDUP
10.2023 - Current
Warehouse Associate
THREDUP
10.2021 - 10.2023
Sales Manager
AUTOZONE
07.2021 - 10.2021
Assistant Manager
ARBY'S RESTAURANT GROUP / INSPIRE BRANDS
03.2019 - 07.2021
Server and Trainer
STUDIO MOVIE GRILL
01.2019 - 03.2020
Shift Manager
ARBY'S RESTAURANT GROUP / INSPIRE BRANDS
10.2012 - 03.2019
High School Diploma -
Norcross High School