Yulianis Cordero Alvarez
Hims and Hers
Raeford,NC
9
years of professional experience
Dynamic customer service professional with extensive experience at Hims and Hers, excelling in bilingual support and critical thinking. Proven track record in enhancing customer satisfaction through effective communication and de-escalation techniques. Skilled in utilizing CRM software and fostering team collaboration to drive service improvements and operational efficiency.
As customer service professional, brings valuable experience in addressing and resolving customer issues effectively. Known for strong focus on team collaboration and achieving positive outcomes. Reliable and adaptable with excellent communication and problem-solving skills.
Professional with strong background in customer interactions and service solutions. Highly skilled in conflict resolution, communication, and problem-solving, ensuring customer satisfaction and loyalty. Effective team collaborator, adaptable to changing needs, and consistently focused on achieving results through efficient and empathetic service. Known for reliability and proactive approach to meeting customer and organizational goals.
Work History
CSR II
3 Years 5 Months- Resolved customer inquiries through various communication channels, ensuring timely and accurate information delivery.
- Managed order processing and fulfillment to enhance customer satisfaction and streamline operations.
- Provided product knowledge training to new team members, fostering a culture of continuous learning.
- Collaborated with cross-functional teams to address customer feedback, driving improvements in service quality.
Bilingual CSR
10 Months- Provided bilingual support to customers, resolving inquiries and enhancing overall satisfaction.
- Assisted in processing orders and managing customer accounts efficiently.
- Utilized CRM software to track interactions and streamline communication with clients.
- Collaborated with team members to improve response times and service quality.
- Handled escalated issues with professionalism, ensuring timely resolutions.
- Monitored feedback trends to identify areas for service improvement initiatives.
- Provided comprehensive product information, addressing customer concerns effectively in their preferred language.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Delivered prompt service to prioritize customer needs.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
QA Lead
4 Years 5 Months- Led cross-functional teams to develop and implement comprehensive testing strategies.
- Mentored junior QA staff, enhancing team skills and knowledge in quality assurance.
- Streamlined testing processes, resulting in improved efficiency and reduced time-to-market.
- Collaborated with product managers to define quality metrics and acceptance criteria for new features.
Customs Service Representative
4 Years 2 Months- Provided exceptional customer service in high-volume settings, ensuring positive dining experiences.
- Assisted in food preparation and order assembly, maintaining quality and speed standards.
- Maintained cleanliness and organization of workstations, adhering to health and safety protocols.
- Handled cash transactions accurately, ensuring proper cash handling procedures were followed.
- Trained new staff on operational procedures and customer service best practices, promoting teamwork.
- Implemented inventory management techniques to ensure stock availability and minimize waste.
- Maintained productivity and quality standards at all times.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Consistently demonstrated a strong work ethic, arriving punctually for shifts and maintaining focus on providing top-tier service throughout entire workday.
- Provided information about company products and services, and capitalized on upsell opportunities.
- Assisted clients in understanding billing procedures and payment options while maintaining strict adherence to internal policies regarding financial transactions.
- Increased customer retention with exceptional interpersonal skills and proactive problem-solving abilities.
- Delivered outstanding support, assisting customers in navigating complex product offerings and services.
- Responded to customer requests for products, services, and company information.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Met customer call guidelines for service levels, handle time and productivity.
- Investigated and resolved customer inquiries and complaints quickly.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Trained new personnel regarding company operations, policies and services.
- Educated customers about billing, payment processing and support policies and procedures.
- Cross-trained and backed up other customer service managers.
- Maintained clean and orderly checkout areas by mopping floors, emptying trash cans and wiping down surfaces.
- Resolved customer inquiries and concerns promptly, fostering a welcoming environment.
Education
High School Diploma
Skills
Bilingual (fluent in Spanish and English)
Multichannel support: email
emr
chat
phone
Assembled
Microsoft/ teams
ZenDesk
GURU
EMR (electronic medical records)
HIPPA
De-escalation techniques
Microsoft outlook
Call center experience
Data entry
Critical thinking
Active listening
Bilingual (fluent in Spanish and English)
Additional Information
Performance highlights:
- Maintained quality score above goal for months
- Exceeded required contacts per hour
- Consistently met or exceeded reliability goals and task completion
- Strong patient- empathy and de- escalation skills
- Fast adoption of new processes or tools
Timeline
CSR II
Hims and Hers
03.2022 - 08.2025Read More
Bilingual CSR
Hims and Hers
03.2022 - 01.2023Read More
QA Lead
Hims and Hers
03.2022 - CurrentRead More
Customs Service Representative
Taco Bell
09.2017 - 11.2021Read More
South View High School
High School Diploma
Read More