Summary
Overview
Work History
Education
Skills
Timeline
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Ellie Chacon

Albuquerque,NM

Summary

Encouraging team member and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying 10 years of experience in training, monitoring and morale-building abilities to enhance employee engagement and boost performance.

Overview

11
11
years of professional experience

Work History

Customer Service Advocate 2

Verizon Wireless
01.2015 - 08.2023
  • Supported call center associates by taking on escalated calls, handling complex concerns and achieving customer satisfaction targets.
  • Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
  • Managed high call volume during peak hours, prioritizing urgent cases while maintaining attention to detail.
  • Maintained positive work environment, fostering team collaboration and continuous improvement.
  • Managed approximately 30 incoming calls every day with positive attitude and focus on customer satisfaction and responding to emails.
  • Enhanced customer satisfaction by promptly addressing and resolving inquiries and issues.
  • Participated in regular performance evaluations, consistently exceeding expectations in key metrics such as first-call resolution rate.
  • Increased customer retention by offering personalized solutions and building rapport through empathetic listening.
  • Maintained and managed customer files and databases.
  • Provided constructive feedback on team members performance, contributing to their professional growth and skill development.
  • Offered area of expertise knowledge to assist team members in offering each customer top-notch support.
  • Clarified customer issues and determined root cause of problems to resolve product or service complaints.
  • Actively listened to customers, handled concerns quickly and prevented escalations of major issues to supervisor.
  • Cross-trained and provided backup support for organizational leadership.

Retention Specialist

T-Mobile
07.2012 - 08.2014
  • Managed daily average of 25 escalated calls with customer complaints professionally, de-escalating situations while finding mutually beneficial resolutions.
  • Negotiated contract renewals, securing continued business partnerships with clients.
  • Enhanced customer satisfaction levels with proactive communication and timely resolution of issues.
  • Built constructive customer relationships to improve loyalty and recommendations.
  • Improved overall company performance by contributing to strategic planning discussions and offering retention-focused recommendations.
  • Boosted revenue through upselling and cross-selling opportunities during customer interactions.
  • Evaluated current customer retention strategies and recommended improvements.
  • Utilized advanced skills in solving problems and making accurate decisions to implement strategies that brought about immediate results.
  • Increased customer retention rates by developing and implementing effective loyalty strategies.
  • Analyzed customer behavior and data to identify trends and develop customer retention strategies.
  • Reduced churn rates by identifying at-risk customers and crafting personalized retention plans.
  • Reduced expenses by analyzing compensation policies and implementing competitive programs while ensuring adherence to legal requirements.

Education

Some College (No Degree) - Human Resources

Strayer University
Washington, DC

Skills

  • Call center experience
  • Active listening
  • Escalation management
  • De-escalation techniques
  • Data entry
  • Administrative support
  • Problem-solving abilities
  • Microsoft Office

Timeline

Customer Service Advocate 2

Verizon Wireless
01.2015 - 08.2023

Retention Specialist

T-Mobile
07.2012 - 08.2014

Some College (No Degree) - Human Resources

Strayer University

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Ellie Chacon