Summary
Overview
Work History
Education
Skills
Awards
References
Languages
Timeline
Generic

Dulce Cortes

Melrose Park,IL

Summary

Dedicated employee with a passion for the communications and customer service field, actively seeking a full-time position. Committed to providing exceptional support to customers and employees, the goal is to ensure their satisfaction and enhance their overall experience with the company. With a strong focus on maintaining positive relationships, aims to contribute to the growth and success of the organization.

Overview

12
12
years of professional experience

Work History

HR Operations Specialist

Gerber Collision & Glass
04.2024 - Current
  • Manage employee inquiries received through phone calls through our Wow People Center and online tickets
  • Manage incoming inquiries, issues, and work requests related to HR policies, and standard HR processes and HR transactions.
  • Provide guidance to employees and managers on self service transactions, Workday navigation, and policy interpretation.
  • Escalate and collaborate on issues, where required, through a formalized issue/inquiry escalation process within HR Operations. Responds, escalates, and redirects (if needed) to basic inquiries related to employee personal and job data, absence, time & attendance, health services, benefits, employment verification, performance management, and learning / training.
  • Enter or retrieve data into/from Workday or other Management systems as required and follow-up to correct errors or missing/insufficient data.
  • Provide Transactional support for Talent Acquisition, Total Rewards (Compensation and Benefits), Time and Absence. Performs scripted processes and transactions; basic program support including new hire transactions, benefit inquiries, disability management administration, employee records, standard termination processes including outplacement, exit interviews, notifications, etc

Call Center Team Lead

Gerber Collision and Glass
09.2017 - 04.2024
  • Balanced workload and responsibilities among team members, ensuring optimal productivity and job satisfaction.
  • Reduced call wait times through efficient workforce management and proper scheduling of team members'' shifts.
  • Generated reports detailing metrics such as call times and satisfaction ratings.
  • Ensured high-quality service by monitoring calls, providing feedback, and coaching team members on areas for improvement.
  • Responded to team support questions quickly to maintain call center efficiency.
  • Interviewed potential candidates
  • Trained new personnel regarding company operations, policies and services.
  • Initiated regular team meetings to discuss challenges and share best practices, fostering culture of continuous improvement.
  • Supervised 15+ call center representatives in providing excellent customer service to callers requiring assistance for scheduling estimates for their vehicle repairs.
  • Cross-trained and provided backup support for our other teams such as CCC profiles team & Rental team.
  • Communicated with vendors, insurance companies, body shops and other business daily.


Call Center Representative

Gerber Collision and Glass
05.2014 - 09.2017
  • Scheduled customers for estimate and drop off appointments for their vehicle repairs daily.
  • Managed high call volumes while providing exceptional customer support and maintaining professional composure.
  • Assisted with day-to-day operations, working efficiently and productively with all team members.
  • Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
  • Maintained up-to-date knowledge of product and service changes.
  • Mastered multiple software systems for seamless navigation during calls, improving efficiency and reducing hold times for customers. (such as CCC, Audatext & ERL)
  • Identified upselling opportunities to increase revenue generation.
  • Mentored new hires as they navigated our systems and protocols, fostering teamwork within the call center.
  • Cross-trained and provided backup support for organizational leadership.
  • Cross-trained and backed up other customer service managers.
  • Communicated with tow vendors, insurance companies, and body shops daily.

Cashier

Walmart
09.2012 - 05.2014
  • Operated cash register to record transactions accurately and efficiently.
  • Helped customers complete purchases, locate items, and join reward programs.
  • Performed cash, card, and check transactions to complete customer purchases.
  • Operated cash register for cash, check, and credit card transactions.
  • Worked flexible schedule and extra shifts to meet business needs.
  • Restocked and organized merchandise in front lanes.
  • Assisted customers with returns, refunds and resolving transaction issues.
  • Greeted customers entering store and responded promptly to customer needs.
  • Stocked, tagged and displayed merchandise as required.

Education

Graduate -

J. Sterling Morton East High School
Cicero, IL
05-2011

Skills

  • Customer service
  • Team management
  • Escalation handling
  • FLUENT IN Spanish
  • Training coordination
  • Technical support
  • Willingness to learn
  • Multitasking Abilities
  • Attention to detail
  • Employee onboarding

Awards

  • Gerber Collision & Glass WOW customer service certificate.


References

Available upon request.

Languages

Spanish
Native or Bilingual

Timeline

HR Operations Specialist

Gerber Collision & Glass
04.2024 - Current

Call Center Team Lead

Gerber Collision and Glass
09.2017 - 04.2024

Call Center Representative

Gerber Collision and Glass
05.2014 - 09.2017

Cashier

Walmart
09.2012 - 05.2014

Graduate -

J. Sterling Morton East High School

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Dulce Cortes