Yunnuen Hernandez

I am a bilingual customer support and operations professional based in Honduras with over 15 years of experience working remotely and in call center environments for US-based companies. My career started at Altia Business Park, a high-volume BPO where I handled 120+ calls daily across customer service, technical support, and hotel reservations. From there I grew into increasingly independent roles — at Care Solace I worked as both a Care Specialist handling sensitive client intake and a QA Specialist evaluating agents, delivering coaching, and improving SOPs. At Tire Agent I independently managed the entire retention department for two years, building weekly trend reports, leading monthly meetings, and coordinating with logistics and suppliers to retain customers and resolve order issues. Most recently at Forma I handled omnichannel customer support via phone, email, and live chat using Zendesk and Forethought AI, consistently meeting CSAT, response time, and resolution KPIs.

Beyond my professional roles I founded Learning with Yune, my own independent teaching business where I create and manage all operations — including lesson planning, student progress tracking, parent communication, invoicing, and social media content on Instagram and TikTok. This has given me hands on experience in content creation, marketing, and running a small business independently.

I hold a C2 English proficiency certification from EF Set with a score of 84 out of 100, and I am a native Spanish speaker — making me fully bilingual in both professional and conversational contexts.

My core strengths include customer success and retention, quality assurance and coaching, client intake and onboarding, CRM management in Zendesk and Salesforce, multichannel communication, report writing, SOP development, and bilingual support. I am also comfortable with AI tools including Forethought and Claude, and I adapt quickly to new platforms and systems.

I am currently seeking remote roles in customer success, executive assistance, virtual assistance, guest experience, or operations support — ideally with US based companies where I can take real ownership of my work, contribute meaningfully to the team, and continue growing professionally.