Cecilia Altidor
Brandon,FL
Summary
My name is Cecilia Altidor , I've been a customer service specialist 8+ years of experience. I'm committed to providing superb customer service efficiently and courteously. I'm seeking to maintain a full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills.
Overview
9
9
years of professional experience
Work History
Customer Service Retention Specialist
Charter Communications, Spectrum
02.2019 - Current
- Negotiated mutually beneficial solutions for both the company and its clients when handling cancellations or refunds requests.
- Utilized CRM systems efficiently for accurate record-keeping of client interactions, ensuring seamless follow-ups as needed.
- Responded proactively and positively to rapid change.
- Increased customer account renewals through proactive account management and personalized offers.
- Enhanced customer retention by addressing concerns and resolving issues in a timely manner.
- Developed strong relationships with clients, fostering long-term loyalty and repeat business.
Paraprofessional
Florida Autism Center Of Excellence
11.2016 - 10.2018
- Oversaw students in classroom and common areas to monitor, enforce rules, and support lead teacher.
- Improved classroom management by assisting teachers with behavioral interventions and monitoring student progress.
- Supervised students during non-instructional periods such as lunch, recess, or field trips, ensuring safety at all times.
- Supported special education teachers in implementing accommodations and modifications for students with diverse learning needs.
- Kept classrooms clean, neat, and properly sanitized for student health and classroom efficiency.
- Assisted in the collection and analysis of data on student performance, contributing to ongoing progress monitoring efforts.
Customer Service Lead
General Dynamics
11.2015 - 03.2018
- Resolved customer service issues using company processes and policies and provided updates to customers.
- Enhanced customer satisfaction by resolving complex issues and providing timely solutions.
- Trained, oversaw, and mentored new team members to strengthen performance and job expertise.
- Handled escalated customer complaints professionally, ensuring prompt resolution and follow-up actions were taken as necessary.
- Managed high call volumes while maintaining a professional demeanor, resulting in increased customer loyalty.
- Supervised day-to-day customer service operations to provide staff with guidance and drive productivity.
Education
High School Diploma -
Middleton High School
Tampa, FL05.2009
Skills
- Call center experience
- Email Etiquette
- CRM software proficiency
- Telephone Manner
- Customer service background
- Computer Skills
- Calm and Professional Under Pressure
- De-Escalation Techniques
Languages
French
Limited Working
Type
35 Wpm
Timeline
Customer Service Retention Specialist
Charter Communications, Spectrum
02.2019 - Current
Paraprofessional
Florida Autism Center Of Excellence
11.2016 - 10.2018
Customer Service Lead
General Dynamics
11.2015 - 03.2018
High School Diploma -
Middleton High School
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