Summary
Overview
Work History
Education
Skills
Timeline
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ROSALBA MURILLO CERVANTES

San José

Summary

Organized and communicative professional with extensive experience in customer service. Proactive and dynamic, eager to grow and continuously learn in any assigned task. Skilled in facilitation and training, with strong problem-solving abilities and excellent communication skills. Reliable and adaptable when working in dynamic, fast-paced environments.

Overview

7
7
years of professional experience

Work History

Sr. Customer Backline Network Advisor

DHL Express US
08.2021 - Current
  • Delivered high-quality and professional track and trace services to all customers, stakeholders and the DHL network with the objective of resolving service issues.
  • Maintained effective performance under pressure.
  • Managed overflow calls from the Frontline as needed.
  • Received recognition and compliments from team members.

Stretch Customer Care – Core Backline Advisor

DHL Express US
08.2023 - 02.2024
  • Provide exceptional and professional support in tracking and tracing to all stakeholders, including customers and the DHL network.
  • Utilize emails and messages to ensure effective communication.
  • Resolve service challenges and exceed performance goals in tracking and customer care.
  • Provide proactive and reactive communication to customers regarding service recovery or issue resolution.
  • Ensure all cases are documented accurately and closed in a timely manner using CRM tools.
  • POC supporting new Spanish Backline hires.

Stretch Customer Care WMX Advisor

DHL Express US
04.2023 - 07.2023
  • Provide support to the WMX team in US, when they were in meetings.
  • Provide the full suite of standard customer service offerings (including bookings, inquiries, supply, requests, etc.) to Key Account WMX customers.
  • Register of Bookings ambient, refrigerated, and frozen (Dry Ice) in ELP (Express Logistics Platform).




Customer Contact Advisor Frontline CR

DHL Customer Support
10.2020 - 08.2021
  • Respond to customer inquiries via phone, email, or chat in a timely and professional manner.
  • Provide accurate information regarding shipment tracking, delivery status, and service options.
  • Resolve customer complaints and issues with empathy and efficiency.
  • Educate customers about DHL’s services, processes, and procedures.
  • Maintains effective performance under pressure.

Customer Service Representative

Valor Global Information Technologies
11.2018 - 10.2020
  • Provided bilingual customer support, ensuring satisfaction and regulatory compliance.
  • Processed sensitive billing data and account inquiries with confidentiality.
  • Training new hires and providing support during the onboarding period.
  • Maintained a high standard of professionalism in issue resolution.

Education

Currently Studying International Business -

Universidad Internacional De Las Americas UIA
Aranjuez, Costa Rica

Skills

  • Quality Focus and Productivity
  • Time Management and Organization Skills
  • Documentation Skills with Attention to Detail
  • Phone Etiquette with High Quality in Customer Service
  • Analytical, Organizational, Motivational skills
  • Software skills (DHL Systems, TEAMS, CSV, GEMA, SHERLOC, NTPS, CSP, MCT, SDUS, SPARK, FSC)
  • Adaptability
  • Facilitation and Training Skills

Timeline

Stretch Customer Care – Core Backline Advisor

DHL Express US
08.2023 - 02.2024

Stretch Customer Care WMX Advisor

DHL Express US
04.2023 - 07.2023

Sr. Customer Backline Network Advisor

DHL Express US
08.2021 - Current

Customer Contact Advisor Frontline CR

DHL Customer Support
10.2020 - 08.2021

Customer Service Representative

Valor Global Information Technologies
11.2018 - 10.2020

Currently Studying International Business -

Universidad Internacional De Las Americas UIA

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ROSALBA MURILLO CERVANTES