Alexis Campos
Fort Worth,TX
Summary
Experienced customer service professional with 10+ years in client success management. Proven ability to identify and meet client needs, streamline processes for better service, and maintain high client retention rates. Excellent at working collaboratively to enhance customer experience and support organizational goals.
Overview
11
11
years of professional experience
Work History
Senior Paycom Specialist
Paycom
11.2021 - 11.2024
- Cultivated relationships with over 100 high-revenue clients through effective communication and personalized service.
- Achieved a 97% client retention rate by resolving complex inquiries and maintaining high service metrics.
- Enhanced client satisfaction and employee productivity through proactive service and comprehensive training.
- Coordinated with internal departments and higher-level specialists to meet goal deadlines for special projects for clients.
- Entered relevant information into the CRM system to ensure data accuracy, and supported client payroll processing functions.
Customer Account Manager
Santander Consumer USA
01.2017 - 10.2021
- Managed and provided world-class service on calls and emails for customers with 30 or more days of delinquent auto or lease accounts.
- Addressed inquiries related to billing discrepancies, answered questions on title and insurance matters, and facilitated payment options and processing.
- I took responsibility for diagnosing and effectively resolving customer concerns, aiming to reduce customer complaints, and ensure high levels of customer satisfaction.
- Led the team to excellence in customer service through coaching on best practices and feedback.
Credit Reporting Analyst
Santander Consumer USA
07.2013 - 01.2017
- Responsible for managing and analyzing credit information, and ensuring the accuracy of consumers' credit reports.
- Conducted thorough audits to rectify erroneous credit reporting, and addressed credit disputes by diligently submitting credit corrections or updates to the credit bureaus on behalf of customers with auto loans.
- Conducted regular audits on existing processes and systems to ensure accuracy of data.
- Prepared graphs, spreadsheets and reports for presentations.
Education
Some college -
El Centro College
Dallas, TX01-2016
Diploma -
San Felipe Del Rio High School
Del Rio, TX06-2012
Skills
- Customer Relationship Management (CRM)
- Effective communication
- Problem Solving
- Team Collaboration
- Process Improvement
Timeline
Senior Paycom Specialist
Paycom
11.2021 - 11.2024
Customer Account Manager
Santander Consumer USA
01.2017 - 10.2021
Credit Reporting Analyst
Santander Consumer USA
07.2013 - 01.2017
Some college -
El Centro College
Diploma -
San Felipe Del Rio High School
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