Yailene Hernández Pérez
Optum, UnitedHealth Group
Columbus,Puerto Rico
2
Languages
8
years of professional experience
Committed to skill development and knowledge expansion aligned with organization growth objectives. Sales professional prepared for driving revenue and growth. Proven success in cultivating client relationships and closing deals. Effective team collaborator, adaptable, and focused on achieving results. Skilled in negotiation and communication, valued for reliability and flexibility.
Work History
Sales Agent
3 Years 11 Months- Answered inbound member calls, resolved benefit, claims, and eligibility inquiries with accurate guidance.
- Documented call details in CRM systems, ensuring complete case notes and follow-up tracking.
- Supported members with provider, appointment, and service navigation using clear, empathetic communication.
- Verified eligibility and coverage information while protecting confidential data under HIPAA requirements.
- Adapted quickly to changing call volumes, maintaining professionalism and steady service delivery.
- Mastered multiple software systems for seamless navigation during calls, improving efficiency and reducing hold times for customers.
- Advised prospective members on health plan options, eligibility, and enrollment steps.
- Verified member information, application details, and documentation for accurate enrollments.
- Documented sales interactions in CRM systems to maintain organized customer records.
- Resolved questions on benefits, premiums, and plan features while maintaining compliance requirements.
- Maintained strong product knowledge to explain plan differences and guide informed decisions.
- Improved call handling efficiency by using scripts, workflow tools, and active listening techniques.
- Explained features and advantages of health insurance products or services to promote sales.
Customer Service Representative
8 Months- Processed routine banking transactions with accuracy and compliance to internal policies.
- Verified customer documentation and account information before updating core banking systems.
- Reconciled daily reports to support balanced records and timely issue resolution.
- Monitored account activity
- Resolved customer inquiries through phone, email, and chat with accurate, professional support.
- Escalated complex issues to appropriate teams while maintaining clear case documentation.
- Processed orders, returns, and account updates using CRM and ticketing systems.
- Monitored service queues and prioritized requests to maintain timely response levels.
- Investigated account discrepancies and coordinated follow-up to ensure accurate resolution.
- Improved service consistency by refining workflow steps and response documentation.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Responded to customer requests for products, services, and company information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
Customer Service Representative
5 Months- Send communication via email to customer, work with Excel, microsoft word, handle calls and office work.
- Handled general office work such as typing, record and file maintenance, document creation, mail distribution and reception.
- Resolved customer inquiries through phone, email, and chat with accurate, professional support.
- Processed orders, returns, and account updates using CRM and ticketing systems.
- Monitored service queues and prioritized requests to maintain timely response levels.
- Improved service consistency by refining workflow steps and response documentation.
- Investigated account discrepancies and coordinated follow-up to ensure accurate resolution.
- Supported retention efforts by addressing concerns, clarifying policies, and promoting customer satisfaction.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Responded to customer requests for products, services, and company information.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
Call Center, Inbound and Outbound
4 Months- Telesales, Costumer service, Sales
- Self-motivated, with a strong sense of personal responsibility.
- Worked effectively in fast-paced environments.
- Skilled at working independently and collaboratively in a team environment.
- Proven ability to learn quickly and adapt to new situations.
- Excellent communication skills, both verbal and written.
- Worked well in a team setting, providing support and guidance.
- Demonstrated respect, friendliness, and willingness to help wherever needed.
Sales, Cashier
1 Year 2 Months- Sales, Cash Flow, Inventory, Costumer Service
- Processed sales transactions accurately, balancing cash drawer and resolving payment discrepancies.
- Delivered knowledgeable product guidance on LED lighting, fixtures, and accessories.
- Assisted customers with order selection, pricing, and availability questions.
- Operated point-of-sale system to complete purchases, returns, and exchanges efficiently.
- Coordinated with warehouse staff to verify inventory and fulfill customer orders.
- Maintained organized checkout area, ensuring smooth customer flow and clean workspace.
- Resolved customer issues professionally, supporting repeat business and positive service experiences.
Sales Associate
10 Months- Telesales, Costumer Service, Sales
- Assisted customers with product selection, pricing, and purchase decisions
- Processed sales transactions accurately using point-of-sale system
- Resolved customer inquiries and complaints with professionalism
- Maintained organized sales floor and replenished merchandise displays
- Supported inventory counts, restocking, and stockroom organization
- Recommended products based on customer needs and preferences
- Collaborated with team members to meet daily sales goals
- Handled cash transactions efficiently while adhering to company cash handling policies, ensuring accuracy in all financial exchanges.
- Built relationships with customers to encourage repeat business.
- Answered customer questions about sizing, accessories, and merchandise care.
Education
Digital Marketing - Digital Marketing
Certificate - Mixology And Banquet
Certificate - Cosmetology
Skills
Call control
Call control
Client relations
Customer assistance
Sales presentations
Resilience under pressure
Objection handling
CRM software usage
Paperwork processing
Building rapport
Languages
Spanish
Native or Bilingual
English
Native or Bilingual
Timeline
Sales Agent
Optum, UnitedHealth Group
11.2022 - CurrentRead More
Customer Service Representative
Oriental Bank
09.2021 - 05.2022Read More
Customer Service Representative
Doculeasing
01.2020 - 06.2020Read More
Call Center, Inbound and Outbound
MCS
09.2019 - 01.2020Read More
Sales Associate
Caja Grande LLC
09.2018 - 07.2019Read More
Sales, Cashier
LED Warehouse
07.2018 - 09.2019Read More
Caribbean University
Digital Marketing from Digital Marketing
Read More
Universidad de Puerto Rico
Certificate from Mixology And Banquet
Read More
Quality Technical College
Certificate from Cosmetology
Read More