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Customer Service & Support Specialist with 7+ years in Retail and Telecom industries
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Competencies
Exceptional ability to address customer needs, resolve issues efficiently, and enhance overall satisfaction.
Skilled in developing and executing tactics to retain clients and reduce churn in competitive markets.
Experience leading teams, managing workflows, and ensuring service quality in fast-paced environments.
Proficient in de-escalating conflicts and negotiating solutions to maintain customer loyalty.
Education
Languages
Summary
Dedicated professional with over 7 years in customer service, specializing in retention, conflict resolution, and team leadership. Proven track record of enhancing customer satisfaction and reducing churn across retail and telecom sectors.
Key Achievements
- Led cross-functional support initiatives at Home Depot, improving customer satisfaction scores and first contact resolution rates.
- Reduced customer churn at AT&T through effective retention strategies, billing issue resolution, and personalized negotiations.
- Successfully managed complex inquiries, consistently meeting SLAs and elevating customer experience.
Experience
BUILDING SERVICES ASSOCIATE | TEAM LEAD | TEMPORARY SUPERVISOR
Delivered cross-functional support across Credit Card Services and General Accounts, resolving complex inquiries at first contact while meeting SLAs and lifting CSAT/FCR.. Leveraged Google Workspace, Microsoft Office, Zendesk, to manage queues, document cases, and streamline workflows.. Partnered with Ops and QA to analyze customer lifecycles and backend processes, identify root causes, and implement preventative measures.. Conducted quality checks and mentored peers on policies and best practices, improving team performance and operational efficiency.
CUSTOMER SERVICE & RETENTION REPRESENTATIVE
Specialized in customer retention, preserving account value and reducing churn by resolving billing issues, de-escalating conflicts, and negotiating customized payment arrangements.. Processed sensitive payments and executed tailored plans in line with security and compliance standards, gaining hands-on experience in financial reconciliations and account maintenance.. Worked with CRM systems daily to accurately document customer interactions and track resolution outcomes.