Alex De La Torre
Tyler
Summary
Results-driven professional specializing in customer retention strategies and operations management. Strong background in conflict resolution and relationship management, consistently enhancing team performance and client satisfaction. Adept at analyzing customer behavior, implementing retention approach to reducing churn. Skilled in relationship management, problem solving and data driven decision making to enhance customer satisfaction and maximize business retention.
Overview
11
11
years of professional experience
Work History
Field Operations Supervisor
Meridium Group
Tyler, TX
08.2025 - Current
- Supervised daily field operations to ensure adherence to safety protocols and operational standards.
- Coordinated resource allocation and scheduling for optimal project execution across multiple sites.
- Trained team members on equipment usage and safety practices, enhancing overall team competency.
- Monitored workflow efficiency, identifying areas for improvement and recommending process enhancements.
- Assisted in inventory management, ensuring timely supply availability for ongoing projects.
- Managed field operations for successful project completion, ensuring timely delivery and client satisfaction.
Retention Specialist Level II
Optimum
Tyler, TX
04.2015 - 08.2025
- Analyzed customer feedback to identify retention trends and recommend improvement strategies.
- Developed personalized engagement plans to enhance customer loyalty and satisfaction.
- Collaborated with cross-functional teams to implement retention initiatives and streamline processes.
- Trained staff on effective communication techniques to improve customer interactions and retention rates.
- Handled escalated customer complaints professionally, de-escalating situations while finding mutually beneficial resolutions.
- Negotiate Offers and incentives to encourage long-term customer loyalty.
- Developed retention strategies to enhance customer loyalty and reduce churn rates.
Education
High School Diploma -
Chapel Hill Highschool
Tyler, TXSkills
- Customer Retention Strategies & Churn Prevention
- Relationship Management & Customer Engagement
- Operations management
- Sales & Upselling Strategies
- Conflict Resolution & Problem-Solving
- Call center experience
- Communication & Negotiation Techniques
Accomplishments
- Performance highlights: Optimum President Club Winner 2019-2023
- Software Proficiency: CRM Tools (Teams,Workforce,IDA,CISCO Jabber,CISCO Finesse and RTA, Microsoft Office Suite,Qualtrics and Tableau.
- Used Microsoft Excel to develop inventory tracking spreadsheets.
- Promoted products and encouraged customers to upgrade their existing product plans.
- Conflict Resolution - Accountable for managing customer account inquiries, accurately delivering information to ensure the resolution of product/service issues and customer satisfaction.
- Telephone Service - Efficiently handled over 60+ calls daily, delivering information and service to guarantee customer satisfaction.
- Customer Follow-up - Ensured that customers were satisfied with company products and services by doing purchase follow-up calls.
5 years winning president club for top performer in retention
Achieved Presidents Club status five consecutive years by driving best-in-class renewal, upsell, and churn-prevention outcomes.
Timeline
Field Operations Supervisor
Meridium Group
08.2025 - Current
Retention Specialist Level II
Optimum
04.2015 - 08.2025
High School Diploma -
Chapel Hill Highschool