Lorena - Customer Retention Specialist with 5+ years in Customer Service and Operations

Applied advanced customer service skills to resolve inquiries, complaints, and de-escalate tensions effectively.

Supervised work teams, monitored KPIs, and improved processes to ensure operational efficiency.

Identified issues in customer interactions and operational processes, providing timely solutions.

Coordinated tasks, monitored performance, and supported staff development across departments.

Monitored performance metrics, provided feedback, and collaborated with product teams for usability improvements.

Customer service and attention, Sales to the client offering quality service, Problem solving and attention to incidents, Provided customer service support to retain customers and address any inquiries or complaints, Created promotional campaigns for existing customers with targeted offers and discounts

Coordination and supervision of work teams in daily operations, Problem solving and decision making in critical situations, Planning and coordination of operations to achieve objectives and deadlines established, Control that operations are executed according to good practices and quality procedures, Process monitoring to anticipate and resolve possible problems, Analysis and monitoring of key performance indicators, Quality management and compliance with safety regulations, Verification of compliance with internal policies and procedures, Coordination of the work team's tasks and monitoring of their performance, Support to other departments to meet established objectives and goals, Identification of opportunities for improvement in processes, Developed and implemented standard operating procedures to ensure efficient workflow, Identified areas of improvement and developed strategies to increase efficiency, Monitored staff performance and provided feedback for improvement, Managed daily operations, including scheduling personnel, assigning tasks, and monitoring progress, Maintained accurate records of employee attendance and performance reviews, Resolved customer complaints in a timely manner to maintain customer satisfaction

Provided accurate, valid, and complete information to customers, Resolved customer complaints promptly and professionally, Participated in team meetings to discuss strategies for improving customer satisfaction levels

Provided feedback on usability and suggested improvements to the product design teams, Assisted other members of the QA team in identifying areas for improvement in processes and procedures, Monitored production environment performance metrics for anomalies that could indicate quality issues, Used a quality monitoring system to compile and track individual and team performance

Provided excellent customer service to resolve customer complaints in a timely manner, De-escalated problematic customer concerns, maintaining calm, friendly demeanor, Used approved scripts to de-escalate angry customers during telephone interactions, Updated databases with new and modified customer data, Increased customer satisfaction ratings by effectively answering questions, suggesting effective solutions, and resolving issues quickly