Dayali Alarcon Cortez

• Enhanced customer satisfaction by effectively processing complaints and addressing customer inquiries regarding unauthorised transactions.
• Collaborated with HR to design and implement training programs aimed at improving team performance and promoting continuous development.
• Streamlined loan processing workflows in close partnership with underwriting teams, resulting in faster approval rates and improved customer experience.
• Partnered with sales teams to drive revenue growth by strategically engaging clients and offering tailored solutions to meet their financial needs.
• Conducted initial evaluations of complaints, assessing severity and urgency to prioritise investigation processes.
• Gathered supplementary information on disputed transactions, including account records, transaction logs, and relevant communications with customers.
• Prepared detailed periodic reports on complaint status, resolutions, and key metrics for internal stakeholders.
• Identified opportunities to improve complaint management procedures, recommending process optimisations and implementing solutions for increased efficiency.
• Processed reimbursements to customers affected by unauthorised transactions, ensuring timely resolution and customer satisfaction.
• Drafted official communications and evidence (e.g., videos, reports) sent to regulatory bodies investigating fraud and disputed transactions.

• Provided high-quality customer service for U.S.-based clients, representing both DoorDash (food delivery service) and Turo (peer-to-peer car rental platform).
• Handled inbound and outbound customer calls, addressing inquiries, troubleshooting issues, processing orders, and resolving complaints, ensuring customer satisfaction.
• Assisted Dashers (Delivery drivers) with order modifications, cancellations, and refunds for DoorDash customers, ensuring timely delivery and addressing any delivery issues.
• Supported Turo clients with booking assistance, vehicle issues, payment concerns, and resolution of booking discrepancies, working to maintain high customer retention rates.
• Collaborated with cross-functional teams to address service disruptions, and escalated complex cases to higher-tier support, ensuring rapid resolution.
• Delivered an exceptional customer experience by processing refunds for clients in accordance with company policies, ensuring timely and accurate resolution of financial discrepancies.
• Employed CRM tools and ticketing systems to document customer interactions, update accounts, and track case progress.
• Utilized strong communication skills and empathy to handle sensitive situations with professionalism, contributing to positive feedback and repeat business.

• Resolved service requests in coordination to meet QA processes.
• Managed and analysed data to support upselling campaigns and customer communications.
• Coordinated action plans and tracked budget and sales targets across sales channels.
• Identified recurring issues in business processes and collaborated with IT and commercial partners for resolution.

Key Achievements:

• Automated semi-digital lead processing, increasing contact effectiveness from 0.4pp to 4.5pp.
• Boosted digital share in Additional Credit Cards by 12pp (2023 vs. 2022).
• Improved Upgrade sales share by 15pp (2023 vs. 2022), despite lead limitations and system constraints.

• Led the implementation of the “Cuenta IN” project to enhance the digital salary account experience.
• Identified customer insights, pain points, and UX opportunities in the mobile app and digital onboarding funnel.
• Analysed customer drop-off rates and performance across each step in the account opening process.

Key Achievements:

• Increased digital account opening share from 16.4% (Dec 2022) to 20% (Mar 2023).
• Boosted first digital salary deposit rate from 25% (Dec 2022) to 30% (Feb 2023).

• Achieved high call volume daily without sacrificing quality or attention to detail during each interaction.
• Managed a database of leads, ensuring timely follow-up calls and accurate recordkeeping.
• Exceeded monthly sales targets consistently through persuasive selling and excellent communication skills.
• Boosted sales revenue by implementing effective telesales strategies and techniques.
• Analysed interest rates and customer portfolios to offer personal loan products.
• Managed end-to-end loan processes for customers during promotional campaigns.

Key Achievements:

• Grew customer portfolio and team sales targets by 15% during tenure.
• Increased total loan disbursements by 20% compared to previous months.

• Taught English language and cultural lessons to young Peruvian students, helping them build foundational language skills in a fun and engaging environment.
• Designed and implemented lesson plans that incorporated both language learning and cultural aspects of English-speaking countries, fostering a well-rounded understanding of the language.
• Created interactive activities, games, and multimedia content to engage students and make learning English enjoyable and effective.
• Worked with students to improve their reading, writing, listening, and speaking skills, using age-appropriate materials and teaching methods.
• Encouraged cultural exchange by introducing students to English-speaking traditions, holidays, and customs, enhancing their global awareness.
• Provided personalized support to students, offering additional guidance to those who struggled with specific language concepts, ensuring all students progressed at their own pace.
• Collaborated with fellow teachers and staff to ensure consistent progress in students' language acquisition and integration into the school curriculum.

• Provided exceptional customer service at every stage of the purchasing process, ensuring a positive experience both in-store and in the café area.
• Operated the POS system efficiently, processing payments via card and managing transactions, ensuring smooth and accurate checkouts.
• Assisted with daily cash flow management and monthly inventory preparation, contributing to the accuracy of financial records and stock levels.
• Supported café operations by preparing beverages and food items, adhering to quality standards and food safety protocols.
• Fostered a welcoming environment by engaging with customers, identifying their needs, and offering personalized recommendations.
• Maintained the cleanliness and organization of the store, ensuring the space was always ready to provide a pleasant shopping and dining experience.