1. Shakira Hernández Sanabria
RR 4 Box 516 ▪ Toa Alta, Puerto Rico 00953 ▪ Phone: 787-213-8824▪ shalecks@gmail.com
Professional Experience
AON Hewitt- Hato Rey,Puerto Rico
Customer Service Representative/Health & Welfare, July 2013 to Present
 Handling inbound and outbound calls with proper security measures and level of service. Use tools to process
transactions and resolve caller issues. Investigate, document and follow up caller needs and plan resolution.
Interact with client and client teams to resolve issues. Participate in continuous process improvement activities
on. Trained on COBRA, Medicare, OFS, LBS and Affordable Care Act. Retirement savings plans 401k and
Pension plans administration.
CVS/Pharmacy - Bayamón, Puerto Rico 1/2010 to 11/2012
Customer Service, Cashier and some Administrative duties.
 Answer customers’ questions about merchandise and advise customers on merchandise selection • Compute
sales prices, total purchases, receive and process cash or credit payment • Watch for and recognize security
risk and thefts, and know how to prevent or handle these situations • Itemize and total customer
merchandise selection at checkout counter • Take inventory or examine merchandise to identify items to be
reordered or replenished.• Among other duties.
Forever 21 – San Juan, Puerto Rico 6/2009 to 2/2010
Customer Service
 Confer with customers by telephone or in person to provide information about product/services, enter
orders, cancel accounts, and obtain details of complaints. • Keep records of customer
interactions/transactions, recording details of inquiries, complaints or comments, as well as action taken. •
Check to ensure that appropriate changes were made to resolve customers’ problems. • Refer unresolved
customer grievances to designated departments for further investigation. • Contact customers to respond to
inquiries or to notify them of claim investigation results or any planned adjustments.
Walmart Supercenter – Orlando, Florida 8/2008 to 4/2009
Cashier
 Assist customers by providing information and resolving their complaints. • Answer customers’ questions,
and provide information on procedures or policies. • Process merchandise returns and exchanges. • Count
money in cash drawers at the beginning of shifts to ensure that amounts are correct and that there is
adequate change. • All duties related to cashier.
Macy’s - San Juan, Puerto Rico 4/2007 to 7/2008
Receptionist
 Perform administrative support tasks, such as proofreading, transcribing handwritten information, or
operating calculators, computers to work with pay records, invoices and balance sheets, among others. •
Keep a current record of staff members’ whereabouts and availability. • Schedule space or equipment for

2. special programs and prepare lists of participants. • Hear and resolve complaints from customers or the
public.
Education
EDUTEC – Bayamón, Puerto Rico 4/2014
License Practical Nurse
Centro Educativo Sup. Voc. De Cupey – San Juan, Puerto Rico 12/2004
High School Diploma
Additional Skills
Fully Bilingual, Computer Skills, Customer Service Oriented, Fast Learner.