Mayra Hernandez

Experience

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  RITE AID

  Jan 2012 - Mar 2015

  Front End Clerk/Pharmacy Clerk/ Wellness Ambassador

  -Offered exceptional customer service to differentiate and promote company brand from other retail pharmacies-Balanced the needs of multiple customers/patients simultaneously in a fast-paced environment-Helped process prescriptions/transactions in a timely manner-Contacted/visited local senior facilities and businesses to schedule vaccination presentations, clinics, and health screenings

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  Advanced Call Center Technologies, LLC

  Apr 2015 - Nov 2016

  -Monitored pre-recorded and live calls taken by CSR agents-Implemented training and coaching initiatives-Worked with Operations team to identify quality improvement opportunities and implemented action plans -Received inbound calls from customers for assistance with billing inquiries, payments, loan history, web assistance, etc-Identified, researched and resolved customer issues/needs-Met productivity standard as well as clients' specific quality standards

  • Quality Assurance Analyst

    Feb 2016 - Nov 2016

  • Mortgage CSR

    Apr 2015 - Feb 2016
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  Wells Fargo

  Nov 2016 - Apr 2019

  -Quickly answer High Value customer inquiries in a friendly and courteous manner-WOW each customer by going out of the way to please them-Provide first call resolution while following procedures that meet compliance guidelines-Identify and offer customers products and services that may help their business and financial needs -Received inbound calls from business customers regarding account specifics, new products, assistance on account package requirements and resolving concerns over the phone-Educated customers on current and new products that may fit their business needs-Solved complex problems with multiple software programs

  • Phone Banker Premier

    Jan 2018 - Apr 2019

  • Phone Banker

    Nov 2016 - Jan 2018
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  River City Bank

  Apr 2019 - Aug 2019

  Cash Management Service Representative

  - Provided operational/technical support to clients and operations via phone and email- Resolved routine and/or difficult client inquiries or issues via phone and email- Responsible for new customer implementation, on-boarding, maintaining reporting toolsfor Cash Management services such as ACH origination, positive pay, and wires

• 

  Nivano Physicians, Inc.

  Dec 2019 - Nov 2020

  Customer Service Representative

  -Responsible for answering incoming calls and inquiries for all departments-Manages all member service tickets for medical group-Provides assistance to provider offices, health plans and, third party billers with eligibility,authorization and claim inquiries via telephone and portal chat.

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  SMUD

  Nov 2020 - now

  -Administers and maintains accurate and timely billing for all SMUD customers.-Provides specialized billing and technical support to Customer Solutions and other SMUD departments.-Researches, interprets, and analyzes account history and interval meter data to resolve billing exceptions and responds to internal billing inquiries via chat and email.-Perform master data changes for meter changes, remove meters, and install meters using a variety of software programs such as SAP, UIQ, IEE thru requests received via email and service notifications. Show less -Receive inquiries from residential and commercial customers regarding their electric service actions and arrangements such as move orders, reconnects/disconnects, payments and SMUD programs.-Evaluate information from residential and commercial customers to determine the specific nature of their requests and/or process their requests for electrical projects to be completed.-Research, interpret, analyze, and respond to residential and commercial customers regarding billing inquiries and/or discrepancies. Show less

  • Customer Service Representative II, Billing Exception Management

    Jul 2023 - now

  • Customer Service Representative

    Nov 2020 - now