Elzy Huerta
Tucson,AZ
Summary
Negotiations-savvy Customer Retention Specialist accurately manages large volume of calls and inquiries. Adept at building key relationships and applying effective customer service techniques to increase sales revenue.
Overview
7
7
years of professional experience
Work History
Retention Specialist
AT&T
Douglas, AZ
11.2020 - 04.2021
- Adhered to scripted responses and standardized plans to address problems.
- Performed customer negotiations to reach fair conclusion for both business and customer.
- Compiled all calls and interactions into computer data system.
- Found opportunity in cancellation calls to up sell services.
- Applied customer service skills to prevent cancellations.
- Handled and defused escalated calls by staying calm attentive and empathetic.
CEO
Mountain Vista Roofing
Tucson, AZ
03.2017 - 02.2020
- Analyzed and determined courses of action to align operations and revenue performance with organizational goals.
- Oversaw budgetary and financial activities and implemented strategies to grow business and profits.
- Controlled business direction changes and provided support during restructurings.
- Built high-energy, forward-thinking team to modernize legacy operations and keep organization agile in changing conditions.
- Strategized and implemented plans to transform and revitalize operations, capitalizing on emerging roofing trends.
- Built and maintained strong communication with clients to deliver excellent customer service.
- Leveraged trends in customer industries and marketplaces to shape solutions and approaches.
- Hired trained and mentored employees.
New Business Developer and Customer Service
Tarolas Roofing
Tucson, AZ
09.2014 - 03.2017
- Established membership loyalty, executing flawless customer management.
- Achieved high sales percentage with consultative, value-focused customer service approach.
- Collected customer feedback, passing information to ownership for review.
- Collected, monitored and evaluated customer requirements to achieve desired completion dates.
- Capitalized on opportunities to enhance customer experiences and bring in repeat business.
- Answered questions and informed customers of current sales and promotions.
- Informed customers about all product lines and services offered by company.
- Handled client inquiries with exceptional professionalism and enthusiasm.
Education
High School Diploma -
Sunnyside High School
Tucson, AZ05.2006
Electrician - Electrical Equipment Installation And Repair
Tucson College
Tucson, AZ08.2007
Associate in Criminal Justice - Criminal Justice
Brookline College
Tucson, AZ11.2010
Skills
- Solution development
- Persuasion strategies
- Documentation abilities
- Data review
- People skills
- Relationship building
- Bilingual (English and spanish)
Timeline
Retention Specialist
AT&T
11.2020 - 04.2021
CEO
Mountain Vista Roofing
03.2017 - 02.2020
New Business Developer and Customer Service
Tarolas Roofing
09.2014 - 03.2017
High School Diploma -
Sunnyside High School
Electrician - Electrical Equipment Installation And Repair
Tucson College
Associate in Criminal Justice - Criminal Justice
Brookline College