Esmeralda Hernandez
Tucson
Summary
Dynamic and results-driven professional with experience at Alorica as a Social Media Moderator, excelling in content moderation and customer support. Proven ability to enhance user satisfaction through effective problem-solving and teamwork. Skilled in social media analytics, fostering a positive online environment while ensuring adherence to community guidelines.
Experienced with customer service excellence, ensuring top-tier satisfaction and loyalty. Utilizes effective communication and problem-solving skills to address customer needs. Track record of fostering positive relationships and maintaining high service standards.
Hospitality professional skilled in creating memorable guest experiences and maintaining high standard of service. Proven ability to manage guest interactions efficiently, ensuring seamless experience. Committed to team collaboration and adapting to dynamic environments, with focus on communication and problem-solving.
Overview
10
10
years of professional experience
Work History
Social Media Moderator
Alorica
09.2021 - 01.2025
- Monitored and moderated user-generated content across multiple social media platforms to ensure adherence to community guidelines.
- Engaged with users to resolve inquiries, fostering a positive online environment and enhancing user satisfaction.
- Implemented reporting tools to track content violations and escalate issues to appropriate teams for timely resolution.
- Collaborated with cross-functional teams to develop content strategies that align with brand messaging and audience engagement goals.
- Moderated traumatic, sensitive and potentially offensive content to promote safe environment for users.
Service Champion
Taco Bell
08.2019 - 09.2021
- Delivered exceptional customer service to enhance guest satisfaction and loyalty.
- Managed food preparation and assembly to ensure quality standards and adherence to safety protocols.
- Trained new team members on operational procedures and customer interaction techniques.
- Streamlined order processing to improve efficiency during peak service hours.
- Trained and mentored new team members on operational procedures and standards.
Host
Dennys Restaurant
04.2018 - 08.2018
- Greeted and seated guests, ensuring a welcoming atmosphere.
- Managed waitlists efficiently, optimizing seating arrangements for maximum turnover.
- Communicated with kitchen staff to relay guest orders and special requests promptly.
- Provided accurate information about menu items and daily specials to enhance customer experience.
Call Center Customer Service Representative
C3 Customer Contact Channels
12.2016 - 01.2017
- Managed high volume of inbound customer inquiries effectively
- Resolved customer issues and escalated complex cases to appropriate teams
- Utilized CRM software to document interactions and track resolutions
- Provided product information and support for billing inquiries
Cashier
Little Caesars Pizza
06.2016 - 10.2016
- Collaborated with team members to streamline service during peak hours.
- Operated cash register for cash, check, and credit card transactions with excellent accuracy levels.
- Built relationships with customers to encourage repeat business.
Cashier
Eegee’s
10.2014 - 04.2016
- Processed customer transactions accurately and efficiently at point of sale.
- Assisted customers with product inquiries and promoted menu items effectively.
- Maintained cleanliness and organization of checkout area to enhance customer experience.
- Handled cash, credit, and gift card transactions while ensuring adherence to company policies.
- Resolved customer complaints with professionalism to ensure satisfaction and loyalty.
- Greeted customers entering store and responded promptly to customer needs.
- Trained new cashiers on operational procedures and customer service standards.
- Welcomed customers and helped determine their needs.
Education
High School Diploma -
Desert View High School
Tucson, AZ05-2016
Skills
- Content moderation
- Teamwork
- Problem-solving
- Multitasking Abilities
- Taking orders
- Cleaning and sanitizing
- Customer service
- Call center customer service
- Complaint resolution
- Manuel Transmission Driver
- Social media analytics
Timeline
Social Media Moderator
Alorica
09.2021 - 01.2025
Service Champion
Taco Bell
08.2019 - 09.2021
Host
Dennys Restaurant
04.2018 - 08.2018
Call Center Customer Service Representative
C3 Customer Contact Channels
12.2016 - 01.2017
Cashier
Little Caesars Pizza
06.2016 - 10.2016
Cashier
Eegee’s
10.2014 - 04.2016
High School Diploma -
Desert View High School