Desiree Flores
San Antonio
Summary
Skilled Retention Agent with background in customer service and sales. Experience includes reducing customer attrition rates, developing customer loyalty programs, and improving overall client satisfaction. Strengths encompass strong negotiation skills, conflict resolution abilities and deep understanding of customer relationship management tools. Previously made significant impact by enhancing customer retention strategies, resulting in increased client engagement levels and improved business reputation.
Overview
3
3
years of professional experience
Work History
Customer Service Specialist- Remote
Hear.com
San Antonio
06.2025 - Current
- Provided exceptional customer support through phone and email communications.
- Resolved customer inquiries about hearing aids and related services efficiently.
- Assisted clients in understanding product features and benefits effectively.
- Processed orders and managed returns within the company's systems accurately.
- Coordinated with technical teams to resolve product issues for customers swiftly.
- Documented customer interactions and feedback to improve service quality consistently.
- Calibrated hearing aids to ensure optimal performance and user satisfaction.
- Conducted routine maintenance and repairs on hearing aid devices.
- Collaborated with audiologists to create tailored solutions for clients.
Retention Agent Supervisor
Spectrum
San Antonio
04.2024 - Current
- Maintained detailed records of all interactions with customers in order to track progress on retention efforts.
- Monitored customer accounts for any changes in service or usage patterns that could indicate dissatisfaction or attrition risk.
- Provided customer feedback to management team to ensure customer satisfaction.
- Performed outbound calling campaigns to current customers in order to encourage repeat business and loyalty programs participation.
- Collaborated with sales team to develop promotions that would help retain customers who might be at risk of leaving.
- Analyzed sales trends to maximize sales potential.
- Trained sales staff on product knowledge and sales techniques.
Customer Sales Representative
Southwest Airlines
09.2022 - 04.2024
- Maintained accurate records of customer orders and payments.
- Created detailed records of all flights including date, time departure, arrival locations, fuel consumption and estimated weight loads at takeoff.
- Ensured that all necessary paperwork was completed accurately prior to each flight departure.
Education
High School Diploma -
Continental Academy
Skills
- Customer retention
- Data analysis
- Customer feedback
- Account monitoring
- Promotional campaigns
- Team collaboration
- Customer service
- Problem solving
- Communication skills
Timeline
Customer Service Specialist- Remote
Hear.com
06.2025 - Current
Retention Agent Supervisor
Spectrum
04.2024 - Current
Customer Sales Representative
Southwest Airlines
09.2022 - 04.2024
High School Diploma -
Continental Academy