Valeria Cornejo
Denton
Summary
Dedicated professional with a strong background in call center operations and team leadership. Skilled in training and mentoring staff, driving process improvements, and resolving escalated customer issues to ensure exceptional service delivery. I have my Texas Personal Line License with the Department of Insurance
Overview
8
8
years of professional experience
Work History
Customer Service Supervisor
The General Insurance
Nashville, TN
08.2023 - Current
- Supervised daily operations of customer service team, ensuring high-quality support and efficiency.
- Resolved escalated customer issues by employing effective problem-solving techniques.
- Implemented process improvements that enhanced response times and customer satisfaction.
- Trained new staff on policies, procedures, and best practices in customer care.
- Developed comprehensive training materials that improved onboarding processes for new hires.
- Collaborated with other departments to address recurring customer concerns, improving overall service quality.
- Coached employees through day-to-day work and complex problems.
- Improved customer satisfaction by addressing and resolving escalated issues promptly and professionally.
Customer Service Representative
Mr. Cooper Mortgage
Dallas, TX
01.2022 - 08.2023
- Resolved customer inquiries efficiently, ensuring timely and accurate responses.
- Assisted customers with mortgage applications, streamlining submission processes.
- Educated clients on mortgage products, enhancing understanding and service satisfaction.
- Collaborated with internal teams to improve customer support workflows and documentation.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
- Maintained detailed records of customer interactions and transactions, ensuring accurate documentation and follow-up.
Sales Associate
Sephora Inside JCPenney
Denton, TX
11.2018 - 06.2021
- Delivered exceptional customer service, enhancing client satisfaction and loyalty.
- Assisted clients in product selection, providing personalized recommendations based on individual needs.
- Maintained product displays, ensuring merchandise was organized and visually appealing.
- Conducted inventory checks, accurately tracking stock levels to support efficient operations.
- Organized racks and shelves to maintain store visual appeal, engage customers, and promote specific merchandise.
- Handled cash transactions efficiently while adhering to company cash handling policies, ensuring accuracy in all financial exchanges.
- Managed returns, exchanges and refunds in accordance with store policy.
- Maintained calm demeanor and professionally managed issues in busy, high-stress situations.
Education
Esthetician - Cosmetology
North Central Texas College
Gainesville, TX05.2019
Skills
- Bilingual proficiency
- Complaint handling
- Onboarding
- Handling escalations
- New hire training
- Performance metrics
- Training and mentoring
- Leading team meetings
- Research and due diligence
- Research skills
- Empathy and patience
Timeline
Customer Service Supervisor
The General Insurance
08.2023 - Current
Customer Service Representative
Mr. Cooper Mortgage
01.2022 - 08.2023
Sales Associate
Sephora Inside JCPenney
11.2018 - 06.2021
Esthetician - Cosmetology
North Central Texas College