Yorcely Hernandez
Riverview
Summary
Experienced with customer relationship management, enhancing service delivery and client satisfaction. Utilizes problem-solving skills and strategic planning to address customer needs. Track record of effective team leadership and communication.
Overview
15
15
years of professional experience
Work History
Customer Solutions Manager
Charter Communications
09.2024 - Current
- Developed and implemented strategies to improve customer satisfaction and retention rates.
- Analyzed customer feedback to identify trends and drive improvements in service delivery.
- Mentored staff on best practices for resolving complex customer issues effectively.
- Collaborated with sales and marketing teams to align customer solutions with business goals.
- Utilized CRM systems to track interactions, ensuring accuracy in customer data management.
- Decreased response times by optimizing workflows and assigning tasks based on individual strengths and expertise.
Customer Service Lead & Key Account Liaison
Global Furniture USA
03.2023 - 08.2024
- Lead a team of 3-5 customer service professionals, provide guidance and support to ensure exceptional customer experiences.
- Developed and delivered comprehensive training programs for new hires improving their product knowledge and communication skills.
- Developed strong relationships with customers through regular check-in and personalized follow-ups.
- Developed standard operating procedures (SOP) for common scenarios encountered by the customer service team.
- Conduct regular team meetings and huddles to communicate updates, share best practices and address any concerns or challenges.
- Assist with order processing and fulfillment tasks during peak periods when additional support is needed.
- Coordinating, managing and reporting of all domestic shipments within US and international inbound/outbound shipments to Canada.
District Customer Care Manager
Raymour & Flanigan Furniture
09.2017 - 03.2023
- Manage and finalize daily/weekly reports
- Led customer service initiatives to enhance client satisfaction and loyalty.
- Developed training programs for staff to improve service delivery and operational efficiency.
- Apply problem-solving skills to resolve customer inquiries and disputes
- Review customer purchases for accuracy
- Plan and conduct weekly leadership meetings
- Data entry of all monthly and quarterly metrics reports
Operations and Delivery Supervisor
Raymour & Flanigan Furniture
09.2017 - 01.2020
- Manage inventory accuracy by overseeing incoming merchandise and cycle counts
- Manage a quarterly budget for all warehouse supplies
- Track performance on Microsoft Excel
Depot Customer Care Manager
Raymour & Flanigan Furniture
11.2010 - 05.2017
- Led customer service team to enhance client satisfaction through effective communication and problem-solving strategies.
- Developed training programs for onboarding new staff, improving service quality and operational efficiency.
- Streamlined complaint resolution process, significantly reducing response times and enhancing customer experience.
- Coordinated cross-departmental initiatives to resolve complex customer issues, ensuring timely resolutions.
- Supervised daily operations and sales functions to maximize revenue, customer satisfaction, and employee productivity.
Depot Customer Care Supervisor
Raymour & Flanigan Furniture
05.2012 - 10.2016
- Respond to questions and concerns about service, and escalate calls appropriately
- Coordinated exchanges for customers with product inconveniences
- Create and conduct employee annual performance reviews
Customer Care Supervisor
Raymour & Flanigan Furniture
11.2010 - 05.2012
- Consult with customers to evaluate needs and determine best options
- Answer over 200 incoming calls utilizing a courteous and professional manner to collect information and identify customer needs
- Consistently improve customer satisfaction through expert resolution of conflicts, issues, and concerns
- Address customer service inquiries in a timely and accurate fashion
- Schedule service for repair on damaged product
- Work closely with Expert Furniture Technician to qualify their calls and ensure they have proper tools and materials
- Created the office schedule balancing business and individual needs
- Assisted in customer problem-solving
- Delegated assignments between staff members
Education
B.S. - Early Childhood Education
Union College
Elizabeth, NJ05.2011
Skills
- Sales strategy development
- CRM software proficiency
- Client onboarding
- Strategic problem-solving
- Customer service
- Customer relationship building
- Customer relations
- Training and mentoring
- Team building
- Strategic planning
- Schedule management
- Customer retention
Timeline
Customer Solutions Manager
Charter Communications
09.2024 - Current
Customer Service Lead & Key Account Liaison
Global Furniture USA
03.2023 - 08.2024
District Customer Care Manager
Raymour & Flanigan Furniture
09.2017 - 03.2023
Operations and Delivery Supervisor
Raymour & Flanigan Furniture
09.2017 - 01.2020
Depot Customer Care Supervisor
Raymour & Flanigan Furniture
05.2012 - 10.2016
Depot Customer Care Manager
Raymour & Flanigan Furniture
11.2010 - 05.2017
Customer Care Supervisor
Raymour & Flanigan Furniture
11.2010 - 05.2012
B.S. - Early Childhood Education
Union College
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