Jiyian Hernandez
George Town
Summary
Dynamic ELD Onboarding Specialist at Avanza Logistics with a proven track record in employee training and technical support. Adept at resolving complex issues and enhancing customer satisfaction through active listening and problem-solving. Recognized for developing effective training materials and fostering team collaboration, ensuring seamless onboarding experiences.
Overview
6
6
years of professional experience
Work History
ELD Onboarding Specialist
Avanza Logistics
La Ceiba
08.2024 - 06.2025
- Created training materials for new hires on the company's procedures and policies.
- Provided technical support for users experiencing difficulties with software applications.
- Conducted regular meetings with staff to review progress and address any concerns.
- Provided technical support for customers in resolving complex issues.
- Compiled data from multiple sources into a centralized database for easy access and retrieval.
- Maintained high levels of professionalism while interacting with customers via phone or email.
- Monitored call queues in order to prioritize incoming calls by urgency or importance level.
- Processed orders, forms, applications, and requests accurately and efficiently.
Customer Service Agent
Alorica Call Center
La Ceiba
11.2023 - 02.2024
- Assisted customers with inquiries regarding products and services through phone, email, and chat.
- Maintained a high level of customer satisfaction by providing accurate and helpful responses.
- Created reports detailing customer interactions for management review.
- Resolved customer complaints quickly and efficiently.
- Provided technical support over the phone when needed.
- Answered incoming calls promptly and professionally within company standards.
- Collaborated with other departments such as logistics and sales to resolve customer issues.
- Utilized active listening and communication skills to address customer inquiries and escalate issues to supervisor.
Red Cross Volunteer
Cayman Islands Red Cross
George Town
02.2020 - 11.2020
- Participated in team-building exercises to strengthen relationships among volunteers.
- Provided assistance to staff in the daily operations of the organization.
- Organized and maintained records of volunteer hours and donations.
- Offered support and assistance to community members.
- Followed directions from supervisors and completed tasks within appropriate timeframe.
Grocery Bagger
Fosters Food Fair
East End
06.2019 - 09.2019
- Greeted customers and provided assistance with bagging groceries.
- Assisted customers with locating specific items within the store when requested.
- Offered carry out services to customers when needed, loading purchased items into their cars safely and securely.
- Organized bags neatly in shopping carts for easy transport from store to car.
Education
High School Diploma -
Clifton Hunter High School
Grand Cayman, Cayman Islands10-2022
University Degree in Law - Law
Unitec
La Ceiba, HondurasAssociate of Science - Science
University College of The Cayman Islands
Grand Cayman, Cayman IslandsSkills
- Employee training
- Technical support
- Customer service
- Active listening
- Team collaboration
- Conflict resolution
- Problem solving
- Time management
- Software knowledge
- Adaptability and flexibility
- Multitasking capacity
- Leadership development
- Reliability
- Willingness to learn
Languages
English
First Language
Spanish
Proficient (C2)
C2
References
References available upon request.
Timeline
ELD Onboarding Specialist
Avanza Logistics
08.2024 - 06.2025
Customer Service Agent
Alorica Call Center
11.2023 - 02.2024
Red Cross Volunteer
Cayman Islands Red Cross
02.2020 - 11.2020
Grocery Bagger
Fosters Food Fair
06.2019 - 09.2019
High School Diploma -
Clifton Hunter High School
University Degree in Law - Law
Unitec
Associate of Science - Science
University College of The Cayman Islands