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Johan
Customer Support & Retention Specialist
Contato
Competências
Managed multiple projects ensuring milestones and deliverables met client specifications.
Acted as primary liaison among clients, vendors, and internal teams to facilitate project success.
Led project teams, coordinating tasks and motivating members to achieve targets.
Identified potential project risks and devised mitigation strategies to minimize impact.
Formação acadêmica
Resumo
Dedicated project professional with over a decade of experience managing complex initiatives in the technology industry.
Principais conquistas
- Led cross-functional teams through project lifecycle, maintaining on-time delivery
- Developed comprehensive project plans aligning with client requirements and company goals
- Streamlined communication processes, improving team collaboration and stakeholder engagement
Experiência
Customer Support & Retention Specialist
Provided chat-based customer support for The New York Times subscribers, assisting with account access and billing., Processed subscription upgrades, renewals, and cancellations, focusing on customer retention and upselling., Handled 30+ support cases daily, consistently maintaining a 95% customer satisfaction rate.
Customer Service & Sales Specialist
Supported customer inquiries for 15+ major brands, including Verizon, AT&T, Sprint, Home Depot, and Macy’s., Handled 50+ support cases daily, maintaining a 90% customer satisfaction rate and achieving 85% QA scores., Promoted to a sales role in the Comcast campaign, exceeding sales targets and improving customer retention.
ESL Teacher & Center Supervisor
Successfully taught over 1,000 students in an immersive English program, enhancing their language proficiency and career opportunities., Managed center operations, ensuring smooth daily workflows, student engagement, and curriculum execution.