Leilani Corona-Ponce

Client: CIC — Tax Form Services

• Maintained perfect attendance throughout the seasonal contract, demonstrating strong reliability and commitment to the team.
• Guided employees through online self-service options for address changes, benefit updates, and other routine requests.
• Referred tax, payroll, HR, PIN, and personal-information issues to the appropriate employer department.
• Processed payments securely when duplicate forms required a fee and provided order/payment confirmation.
• Met customer call guidelines for service levels, handle time and productivity.

Client: Sephora

• Handled a high volume of inbound customer calls and live chats daily while maintaining a 5-star customer rating.
• Provided bilingual English/Spanish support for orders, shipping, returns, refunds, account-related and e-commerce questions.
• Managed multiple accounts simultaneously, maintaining organization and prioritizing tasks effectively.
• Assisted clients with inquiries and resolved issues to enhance service satisfaction.
• Utilized CRM software to track client interactions and maintain accurate records.

• Delivered personalized customer support by identifying needs and recommending tailored products and services to enhance customer satisfaction.
• Explained product features, software integration, and available services while maintaining strong product knowledge.
• Managed back-to-back calls in a fast-paced environment, ensuring accurate and professional service to maintain high customer satisfaction.
• Collaborated with technical support resources to resolve customer issues efficiently, ensuring a seamless end-to-end experience.
• Adapted quickly to new technologies and systems to streamline customer care processes.

• Handled customer inquiries, complaints, catering orders, and follow-up while maintaining a positive client experience and maintaining strong performance in point-based call flow evaluations by consistently completing required steps and procedures.
• Helped clients plan catering orders by answering questions, suggesting menu options, and providing cost estimates.
• Maintained accurate records of customer interactions, orders, and related information.
• Communicated with clients, staff, and other stakeholders to coordinate catering needs and resolve issues.
• Followed food safety and health requirements when assisting with catering operations.

• Provided bilingual phone support to AARP members and providers regarding benefits, policies, products, services, and
  account-related questions while keeping calm and professional in a high-volume call center environment.
• Helped members navigate UnitedHealth Group websites, AARP resources, and insurance-related information.
• Documented customer interactions accurately and used Salesforce and Genesys to manage customer information and
  track interactions.
• Partnered with internal support resources to resolve complex and escalated issues.
• Participated in cross-training and learned new tasks and procedures proving the ability to learn quickly and adapt to new situations.