Reynaldo Nelson

Manage customer inquiries for WEC Energy Group, specializing in service activations, deactivations, and resolving billing issues., Address customer needs related to phone and home insurance services, applying active listening and problem-solving techniques to deliver tailored solutions., Enhance customer satisfaction while efficiently handling both service-related concerns and sales opportunities.

Managed Customer Reservations: Efficiently handled high-volume inbound calls to book, modify, and cancel hotel reservations while ensuring accurate entry and prompt follow-up., Proactively resolved issues related to missing dates, refunds, and reservation modifications to maximize customer satisfaction and retention., Leveraged a CRM platform to log customer interactions, track case statuses, and ensure all inquiries were resolved in a timely, professional manner., Maintained high accuracy and professionalism in a fast-paced, customer-focused setting, consistently meeting performance and quality assurance standards.

Conducted outbound calls to engage existing customers and negotiate the renewal of their energy contracts, achieving high retention rates., Ensured customers had time to discuss contract options, clearly communicated the benefits of renewing, and tailored solutions to meet their energy needs., Presented competitive rate options and special offers to maximize customer satisfaction, even for customers hesitant to renew, increasing the likelihood of contract renewal., Utilized active listening and persuasive communication to build rapport, address concerns, and emphasize the value of renewing with Just Energy.

Proactively resolve customer issues by accurately identifying root causes, researching solutions, and presenting effective alternatives., Recognize upsell opportunities by assessing customer needs and successfully promote additional services and features, enhancing overall customer satisfaction and value.