I am a dedicated and results-driven Customer Service Professional with over 7 years of experience in delivering top-tier client support, retention strategies, and process improvements in both BPO and remote work environments.
For 3 years, I served as a Subject Matter Expert (SME), where I:
Trained and mentored new hires to meet and exceed KPIs.
Created and refined SOPs to streamline workflows and improve accuracy.
Acted as the go-to resource for complex inquiries, ensuring quick and accurate resolutions.
In my most recent role as a Retention Specialist for 8 months, I:
Reduced customer churn by identifying at-risk accounts and providing proactive solutions.
Handled escalations with empathy and professionalism, achieving a 95% resolution rate.
Implemented loyalty-building strategies that increased repeat business by 15%.
Core Skills & Tools:
CRM Management: Zendesk, Salesforce, HubSpot
Communication Channels: Email, Chat, Phone
Conflict Resolution & Negotiation
Upselling & Cross-Selling
Microsoft Office Suite (Excel, Word, PowerPoint)
Data Entry & Report Generation
What I Offer:
Proven track record in customer satisfaction and retention.
Strong analytical skills to identify trends and improve processes.
Ability to adapt quickly to new tools, industries, and workflows.
I am seeking a long-term remote opportunity where I can leverage my experience to help companies build lasting customer relationships, improve retention rates, and deliver exceptional support.
