Charles Rozario

CORE WORK STRUCTURE - RETENTIONS

• Negotiating with customers to renew contracts and retain business.
• Communicating with Finance & billing team on a regular basis
• Analyzing customer behavior.
• Gathering information about customer complaints.
• Developing aggressive retention strategies based on customer feedback.
• Meeting with the sales team to propose customer retention solutions.
• Writing and presenting customer behavior reports.
• Building positive relationships with customers and business associates.

CORE WORK STRUCTURE - CUSTOMER SUPPORT SPECIALIST

• Maintained and managed customer files and databases.
• Provided primary customer support to internal and external customers.
• Evaluated customer issues and caller trends to determine areas in need of improvement and implement proactive corrections.
• Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
• Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
• Updated account information to maintain customer records.
• Served customer account and technical needs across daily calls, consistently meeting productivity and quality targets.
• Resolved concerns with products or services to help with retention and drive sales.
• Recommended products to customers, thoroughly explaining details.
• Clarified customer issues and determined root cause of problems to resolve product or service complaints.

1 year of Experience

Roles & Responsibilities

• Conferred with sales teams and team leaders to communicate targets, boost revenue and improve promotional strategies.
• Exceeded team goals and collaborated with staff members to implement customer service initiatives.
• Handled customer inquiries, complains, billing questions and payment extension/service request.
• Helped develop, mentor, and train newer associates by organizing discussion groups, participating in team building sessions.
• Achieved and consistently exceeded revenue quota through product and service promotion during routine calls.
• Consulted with outside parties to resolve discrepancies and create effective solutions.
• Responded to customer requests for products, services and company information.
• Cultivated customer loyalty, promoted repeat customers and improved sales.
• Served as front-line representative and provided excellent customer service delivery as part of the fast
• Paced Inbound Call Center. Excelled at 'out-of-the-box thinking' to resolve customer issues.
• Ability to multi-task duties as well as the ability to understand multiple products and multiple levels of benefits within each product.

1 year of Experience

Roles & Responsibilities

• Collaborate with Product Team to ensure correct use of products and provide marketplace insights for future product development work. IELTS Trainer and Coach Manjoorans Group of Institutes 1 Year
• Seek coaching and learning opportunities to continually improve your performance.
• Execute and maintain established Visual Merchandising and In-Store Communication standards  Create and maintain relationships with key product stakeholders – Clients
• Develops and maintains a positive working relationship with our retail counterparts to ensure the cohesive working environment within overlapping territories
• Perform various sales generating activities to promote the sales percentage.
• Make final decisions on how they develop their territory, what customer are targeted , how to engage with customers and which products are discussed
• Develops, manages and maintains relationships with financial advisers and counterparts

1 year of experience

Roles & Responsibilities

• Collaborated with faculty members to design a year- round standard based curriculum.
• Taught English Language skills to students of all levels.
• Trained lessons encompassing a range of skill-building activities for speaking, writing, reading and listening. Created daily lesson plans for multi-level adult ESL classes.
• Maintained professional approach while creating comfortable environment for training.
• Keep job knowledge current with professional training opportunities. Enhance organizational reputation by striving to meet and exceed performance expectations.