Gabriel Hernandez
Product Support Specialist at Podium- Claim this Profile
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Topline Score
Bio
Credentials
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Microsoft Office Specialist: Microsoft Office 2016
MicrosoftJan, 2019- Nov, 2024 -
Microsoft Word 2013 Certification
MicrosoftAug, 2018- Nov, 2024 -
Microsoft Excel 2013 Certification
MicrosoftJan, 2018- Nov, 2024
Experience
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Podium
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United States
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Software Development
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700 & Above Employee
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Product Support Specialist
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Apr 2022 - Aug 2023
Proficiently addressed customer inquiries through multiple communication channels, including phone, virtual meetings, email, and live chat, while optimizing businesses' utilization of product services. Conducted real-time troubleshooting for Software-as-a-Service issues by initiating case inquiries through Salesforce and other applications, and consistently meeting daily case closure resolution metrics. Additionally, diligently documented, analyzed, and reported user-reported bugs, actively… Show more Proficiently addressed customer inquiries through multiple communication channels, including phone, virtual meetings, email, and live chat, while optimizing businesses' utilization of product services. Conducted real-time troubleshooting for Software-as-a-Service issues by initiating case inquiries through Salesforce and other applications, and consistently meeting daily case closure resolution metrics. Additionally, diligently documented, analyzed, and reported user-reported bugs, actively contributing to product enhancement efforts by supporting cross-functional teams such as engineering. Key Responsibilities: ●Developed new internal documentation, streamlined troubleshooting methodologies, and provided mentorship to onboard offshore team members. ●Collaborated closely with the onboarding, integration, billing, retention, and sales team as an internal stakeholder to provide crucial product knowledge and support Show less Proficiently addressed customer inquiries through multiple communication channels, including phone, virtual meetings, email, and live chat, while optimizing businesses' utilization of product services. Conducted real-time troubleshooting for Software-as-a-Service issues by initiating case inquiries through Salesforce and other applications, and consistently meeting daily case closure resolution metrics. Additionally, diligently documented, analyzed, and reported user-reported bugs, actively… Show more Proficiently addressed customer inquiries through multiple communication channels, including phone, virtual meetings, email, and live chat, while optimizing businesses' utilization of product services. Conducted real-time troubleshooting for Software-as-a-Service issues by initiating case inquiries through Salesforce and other applications, and consistently meeting daily case closure resolution metrics. Additionally, diligently documented, analyzed, and reported user-reported bugs, actively contributing to product enhancement efforts by supporting cross-functional teams such as engineering. Key Responsibilities: ●Developed new internal documentation, streamlined troubleshooting methodologies, and provided mentorship to onboard offshore team members. ●Collaborated closely with the onboarding, integration, billing, retention, and sales team as an internal stakeholder to provide crucial product knowledge and support Show less
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Target
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United States
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Retail
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700 & Above Employee
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Customer Service Advocate
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Oct 2019 - Jun 2022
Responsible for solving customers' inquiries and service issues through conversations via one-on-one and phone calls in an enthusiastic and tactful matter. As well, meet stores day-to-day expectations by providing excellent customer services, meeting front end standards, cross-training new employees, handling minor troubleshooting, following cash routines, and aid in floor set replenishment. Key Responsibilities: ●Monitored employees to follow daily tasks, front-end protocols… Show more Responsible for solving customers' inquiries and service issues through conversations via one-on-one and phone calls in an enthusiastic and tactful matter. As well, meet stores day-to-day expectations by providing excellent customer services, meeting front end standards, cross-training new employees, handling minor troubleshooting, following cash routines, and aid in floor set replenishment. Key Responsibilities: ●Monitored employees to follow daily tasks, front-end protocols, and cultivate customer relationships. ●Cooperate with store leaders on creating new ways to improve store customer service and store environment. Show less Responsible for solving customers' inquiries and service issues through conversations via one-on-one and phone calls in an enthusiastic and tactful matter. As well, meet stores day-to-day expectations by providing excellent customer services, meeting front end standards, cross-training new employees, handling minor troubleshooting, following cash routines, and aid in floor set replenishment. Key Responsibilities: ●Monitored employees to follow daily tasks, front-end protocols… Show more Responsible for solving customers' inquiries and service issues through conversations via one-on-one and phone calls in an enthusiastic and tactful matter. As well, meet stores day-to-day expectations by providing excellent customer services, meeting front end standards, cross-training new employees, handling minor troubleshooting, following cash routines, and aid in floor set replenishment. Key Responsibilities: ●Monitored employees to follow daily tasks, front-end protocols, and cultivate customer relationships. ●Cooperate with store leaders on creating new ways to improve store customer service and store environment. Show less
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Nielsen
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United States
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Technology, Information and Media
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700 & Above Employee
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Bilingual Audio Panel Relations Specialist
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Jun 2021 - Apr 2022
Responsible for solving customers' inquiries, addressing household concerns, ensuring long-term service, maintaining appropriate use of equipment, meeting inbound/outbound daily and monthly call metrics. As well, collects demographics data, analyzes data, maintains quality calls from outbound/inbound calls, schedules returns calls, and follows support departments to resolve panelist issues. Key Responsibilities: ●Investigate and resolve system generated panelist performance issues… Show more Responsible for solving customers' inquiries, addressing household concerns, ensuring long-term service, maintaining appropriate use of equipment, meeting inbound/outbound daily and monthly call metrics. As well, collects demographics data, analyzes data, maintains quality calls from outbound/inbound calls, schedules returns calls, and follows support departments to resolve panelist issues. Key Responsibilities: ●Investigate and resolve system generated panelist performance issues by coaching and troubleshooting . ●Build a positive and productive panelist relationship through communication and following company methodology. Show less Responsible for solving customers' inquiries, addressing household concerns, ensuring long-term service, maintaining appropriate use of equipment, meeting inbound/outbound daily and monthly call metrics. As well, collects demographics data, analyzes data, maintains quality calls from outbound/inbound calls, schedules returns calls, and follows support departments to resolve panelist issues. Key Responsibilities: ●Investigate and resolve system generated panelist performance issues… Show more Responsible for solving customers' inquiries, addressing household concerns, ensuring long-term service, maintaining appropriate use of equipment, meeting inbound/outbound daily and monthly call metrics. As well, collects demographics data, analyzes data, maintains quality calls from outbound/inbound calls, schedules returns calls, and follows support departments to resolve panelist issues. Key Responsibilities: ●Investigate and resolve system generated panelist performance issues by coaching and troubleshooting . ●Build a positive and productive panelist relationship through communication and following company methodology. Show less
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G.H.BASS
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United States
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Apparel & Fashion
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100 - 200 Employee
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Sales Floor Associate
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Nov 2018 - Nov 2019
Responsible for meeting store sales goals of footwear and outerwear by meeting daily goals of DPT and WPT, promoting the store brand locally, cultivating successful relationships with customers, ensuring customers receive excellent service through salesmanship, and assists customers with purchase decisions. Key Responsibilities: ●Responsible for meeting store daily procedures, implementing all visual merchandise standards, and ensuring loss and prevention protocols. ●Assist with… Show more Responsible for meeting store sales goals of footwear and outerwear by meeting daily goals of DPT and WPT, promoting the store brand locally, cultivating successful relationships with customers, ensuring customers receive excellent service through salesmanship, and assists customers with purchase decisions. Key Responsibilities: ●Responsible for meeting store daily procedures, implementing all visual merchandise standards, and ensuring loss and prevention protocols. ●Assist with store replenishment and inventory counts. ●Collaborated with store leaders over daily tasks and preparations for floor set routine. Show less Responsible for meeting store sales goals of footwear and outerwear by meeting daily goals of DPT and WPT, promoting the store brand locally, cultivating successful relationships with customers, ensuring customers receive excellent service through salesmanship, and assists customers with purchase decisions. Key Responsibilities: ●Responsible for meeting store daily procedures, implementing all visual merchandise standards, and ensuring loss and prevention protocols. ●Assist with… Show more Responsible for meeting store sales goals of footwear and outerwear by meeting daily goals of DPT and WPT, promoting the store brand locally, cultivating successful relationships with customers, ensuring customers receive excellent service through salesmanship, and assists customers with purchase decisions. Key Responsibilities: ●Responsible for meeting store daily procedures, implementing all visual merchandise standards, and ensuring loss and prevention protocols. ●Assist with store replenishment and inventory counts. ●Collaborated with store leaders over daily tasks and preparations for floor set routine. Show less
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Michaels Stores
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Retail
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700 & Above Employee
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Retail Sales Associate
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Sep 2018 - Dec 2018
Key Responsibilities: ●Responsible for meeting store sales goals of arts and crafts by promoting the store brands and one-on-one customer interaction. ●Assisting stores daily operations including sales floor replenishment, handling inventory, monitoring employee’s safety procedures, POS handling, and providing quality customer service. Key Responsibilities: ●Responsible for meeting store sales goals of arts and crafts by promoting the store brands and one-on-one customer interaction. ●Assisting stores daily operations including sales floor replenishment, handling inventory, monitoring employee’s safety procedures, POS handling, and providing quality customer service.
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McDonald's
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United States
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Restaurants
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700 & Above Employee
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Crew Trainer
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Sep 2017 - Sep 2018
Responsible for day-to-day executing store and kitchen operations including training and supervising employees in food preparation, sanitation and safety procedures, creating food on a large scale, handling food inventory, and monitoring employee’s performance and safety to 50+ staff members. Key Responsibilities: ●Prepared food items in accordance with store standards, kitchen protocols, and safety procedures. ●Adhered to store leaders over store daily tasks and meeting goal… Show more Responsible for day-to-day executing store and kitchen operations including training and supervising employees in food preparation, sanitation and safety procedures, creating food on a large scale, handling food inventory, and monitoring employee’s performance and safety to 50+ staff members. Key Responsibilities: ●Prepared food items in accordance with store standards, kitchen protocols, and safety procedures. ●Adhered to store leaders over store daily tasks and meeting goal expectations. ●Provided quality customer services and ensure food deliverance under a suitable time frame while maintaining a clean work environment. Show less Responsible for day-to-day executing store and kitchen operations including training and supervising employees in food preparation, sanitation and safety procedures, creating food on a large scale, handling food inventory, and monitoring employee’s performance and safety to 50+ staff members. Key Responsibilities: ●Prepared food items in accordance with store standards, kitchen protocols, and safety procedures. ●Adhered to store leaders over store daily tasks and meeting goal… Show more Responsible for day-to-day executing store and kitchen operations including training and supervising employees in food preparation, sanitation and safety procedures, creating food on a large scale, handling food inventory, and monitoring employee’s performance and safety to 50+ staff members. Key Responsibilities: ●Prepared food items in accordance with store standards, kitchen protocols, and safety procedures. ●Adhered to store leaders over store daily tasks and meeting goal expectations. ●Provided quality customer services and ensure food deliverance under a suitable time frame while maintaining a clean work environment. Show less
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Education
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2022 - 2025
University of Central Florida
Bachelor of Science - BS, Computer Science -
2019 - 2022
Florida SouthWestern State College
Associate of Arts - AA
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