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Customer Retention and Service Specialist with 5+ years in client engagement
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Competencies
Provided personalized assistance and technical support across multiple roles, enhancing user experience.
Utilized strong communication skills for customer engagement, team coordination, and sales promotion.
Applied data segmentation and analysis to develop targeted customer retention campaigns.
Supported sales activities for English courses and sales team performance tracking and incentivization.
Prepared work plans and motivated team members to achieve sales and performance goals.
Education
Languages
Summary
Experienced in developing retention strategies, managing customer interactions, and supporting sales with a focus on service quality and operational efficiency.
Key Achievements
- Designed and implemented customer retention strategies improving loyalty and revenue at Connempathy
- Managed end-to-end order processes ensuring compliance and customer satisfaction
- Verified and tracked sales leading to accurate performance monitoring in a multi-database environment
Experience
Retention Agent WFH
Developed and implemented effective customer retention strategies, maintaining regular and personalized communications., Responsible for managing the entire order process, from receipt to delivery, ensuring efficient service and strict adherence to all established policies and procedures., Provided expert guidance and assistance to website members, guiding them through all available self-service options and ensuring smooth and complete navigation for an optimal user experience., Diligently addressed customer complaints and grievances, resolving them in a timely and effective manner to ensure customer satisfaction and maintain a positive brand reputation., Designed and implemented innovative, non-refundable strategies to promote membership sales to customers, using persuasive and personalized techniques to increase conversion rates and maximize revenue., Designed and implemented customer retention campaigns, using data analytics and segmentation to identify and prioritize the most valuable customers, resulting in significant improvement in customer retention and loyalty.
Sales Verifier
Managed multiple databases to track all sales made by floor agents, verifying daily sales and reports sent by the Client., In charge of preparing the Work Plan with their team, monitoring executives' performance through online monitoring, incentivizing executives through contests and awards, and conducting sales tracking and projections in English.
Customer Service Representative
Provided personalized customer service, giving instructions, technical assistance, resolving inquiries, and listening to feedback., Continuously underwent training to address any set of issues that may arise in English., Skillfully managed hundreds of incoming calls per day, activating multiple modems and cable boxes for Comcast in the United States., Provided on-site support to improve operations and problem-solving for delivering first-class customer service., Provided an exceptional level of service to each customer by listening to their concerns and responding to their questions.
English Course Seller
Supported American College in Monterrey in the sales area of English courses and in marketing.