Iliana Hernandez Estevez
Kansas,MO
Summary
Customer care professional with proven history of enhancing customer satisfaction and addressing inquiries efficiently. Focused on team collaboration and achieving positive outcomes, adaptable to changing needs. Skilled in communication and conflict resolution.
I have been in Unity customer care for 12 years. I consistently exceed expectations in all responsibilities; take care of customers needs through various channels, including phone, web, mail, and wholesale, with strong attention to detail and documentation accuracy. Provide technical assistance to customers and colleagues. I approach challenges with creativity and problem-solving skills to deliver effective solutions.
Overview
12
12
years of professional experience
Work History
Customer Care Representative
Unity School of Christianity
07.2013 - Current
- Delivered exceptional customer support through various communication channels, ensuring satisfaction and resolution of inquiries.
- Assisted in training new team members on policies, procedures, and customer interaction.
- Managed customer account inquiries efficiently, maintaining accurate records in the system.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Responded to customer needs through competent customer service and prompt problem-solving.
- Assisted call-in customers with questions and orders.
- Built rapport with customers through active listening and empathetic responses, fostering positive relationships.
- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
- Educated customers about billing, payment processing and support policies and procedures.
- Developed and implemented process improvements that enhanced response times and service quality.
- Maintained comprehensive knowledge of products and services to provide informed assistance to customers.
Education
High School Diploma -
North Kansas City High School
North Kansas City, MOSkills
- Customer engagement
- Customer support expertise
- Detail-oriented data management
- Respectful
- Client support experience
- Bilingual: English & Spanish
- High-Volume call management
- Always available to support team
- Supportive service orientation
- Provide technical assistance to customers and colleagues I approach challenges with creativity and problem-solving skills to deliver effective solutions
- Team collaboration & leadership
- Positive attitude & service mindset
- Reliable
- Problem solving & root cause analysis
- Multi task within order processing such as Mail, Web, Whole sale orders
- I provide technical assistance to customers and colleagues
Accomplishments
- Achieved All-Star Review by completing my expectations with accuracy and efficiency.
- Fully trained in whole sale
Languages
English
Full Professional
Spanish
Full Professional
Interests
- Personal Development and Self-Improvement
- Reading
- Music
- Creative Writing
- I enjoy helping others and giving back to the community
Timeline
Customer Care Representative
Unity School of Christianity
07.2013 - Current
High School Diploma -
North Kansas City High School