Amelia Herrera
Bedford Park
Summary
Results-driven customer service professional with over 10 years of experience in conflict resolution and operational support. Committed to delivering tailored solutions that enhance customer satisfaction while maintaining alignment with organizational goals and procedures.
Overview
12
12
years of professional experience
Work History
Senior Customer Service Representative
WEC Energy Group
Chicago
01.2016 - 12.2024
- Managed customer conflicts in challenging situations by staying calm and accessing internal knowledge bases to develop strategic solutions.
- Handled customer call escalations, training and mentoring new employees on customer service and order processing.
- Staying in-line with OLE procedures and ICC guidelines.
- Processed, scheduled and executed customer orders.
- Monitored customer accounts to track outstanding issues and implement new solutions.
- Assessed customer account information to determine current issues and potential solutions.
On-site Manager
Snider Blake Personnel Staffing
Bolingbrook
01.2023 - 12.2023
- Responsible for overseeing and directing the activities of employees for the day based on target goal.
- Worked on temporary projects of various natures, ensuring that each project goes according to schedule.
- Coached associates when needed.
- Established open door to be accessible for associates when needed.
- Maintained a safe and healthy work environment.
Spanish Interpreter
Child First Intervention
Chicago
01.2013 - 12.2016
- Reviewed and translated documents, forms and technical materials in both English and Spanish.
- Interpreted conference calls and other workplace communications in real-time.
- Maintained confidentiality of all data during interpreting sessions due to sensitive nature of discussions.
- Traveled to local agencies to provide interpreting services for clients, patients and therapists.
- Delivered real-time, accurate oral translations and interpretations for clients.
Teacher Aid/New class of Echo Technicians
Midwestern Career College
Naperville
01.2013 - 12.2014
- This module covered the non-invasive diagnosis and treatment of patients with heart and peripheral vascular disease.
- In this multidisciplinary science, it required my assistance to aid teacher to new students be trained and educated in using ultrasound equipment to recognize, calculate, interpret and analyze data from cardiac study.
- Would assist all students to also complete a 450-hour externship.
Education
Echo Tech/Cardiac Sonographer -
Midwestern Career College
Naperville, ILSkills
- Results Driven
- Patient
- Detail Oriented
- Microsoft Excel Efficient
- 50WPM
- Customer conflict resolution
- Training and mentoring
- Call escalation management
- Customer relationship management
- Metrics analysis
- Process improvement
- Time management
References
- Lizet Ruiz, Customer Service, WEC Energy Group, 773-954-2054, lizet ruiz@yahoo.com
- Lisa Frieri, Customer Service, WEC Energy Group, 708.989-9023, lisa.frieri@peoplesgasdelivery.com
Languages
- Spanish
- English
Timeline
On-site Manager
Snider Blake Personnel Staffing
01.2023 - 12.2023
Senior Customer Service Representative
WEC Energy Group
01.2016 - 12.2024
Spanish Interpreter
Child First Intervention
01.2013 - 12.2016
Teacher Aid/New class of Echo Technicians
Midwestern Career College
01.2013 - 12.2014
Echo Tech/Cardiac Sonographer -
Midwestern Career College