Fernando Chung
Jamaica,NY
Summary
Dedicated professional with a decade of customer service experience, proven track record, and exceptional interpersonal skills. Seeking a role to utilize strong work ethic and extensive experience as a valuable asset. Committed to embodying company values and culture positively, aiming to advance within the organization by consistently delivering impactful solutions. Skilled in customer retention, client relationship management, conflict resolution, and effective communication within cross-functional teams to achieve organizational objectives.
Overview
18
18
years of professional experience
2026
2026
years of post-secondary education
Work History
Retention Specialist
Altice USA
Bronx, New York
08.2019 - Current
- Analyzed customer behavior and data to identify trends and develop customer retention strategies.
- Handled escalated customer complaints professionally, de-escalating situations while finding mutually beneficial resolutions.
- Developed strong relationships with key accounts, ensuring ongoing satisfaction and long-term commitment.
- Built constructive customer relationships to improve loyalty and recommendations.
Lead, Residential Video Repair Agent
Charter Communications, Spectrum
12.2017 - 01.2019
- Handled “Escalated Calls” regarding Cable, Internet, and Phone service or equipment malfunction for residential customers throughout the Charter Communication geographical footprint of NYC, California, and Texas.
- Responsible for employing various troubleshooting techniques to critically analyze and “de-escalate” internal and external customer concerns with the goal of providing an elite customer service experience.
- Worked with other members of departments (Dispatch, Maintenance, Department Supervisors and Managers) in order to coordinates team efforts with the ambition to discover, analyze, troubleshoot, and rectify with the sole purpose of customer satisfaction and retention in mind.
- Managed and utilized internal an email Directory Listing which corresponds with various members of leadership in multiple departments, ascending to the chief members of the executive hierarchy.
- Advised external customers on the value of their services while affirming and appreciating the customer’s relationship with us.
- Assisted internal customer service representatives while taking live calls via instant messaging tool. Moreover, established myself as a point of assistance for other Leads within the Charter geographical network.
- Followed up with external customers who were unable to receive live assistance and left a voice message within a timely manner.
- Exceeded performance expectations based on random call analysis on a monthly basis.
Residential Video Repair Agent
Charter Communications, Spectrum
05.2016 - 12.2017
- Handle customer calls regarding their Cable, Internet, and Phone services.
- Utilize rapport-building skills to discern what the customers’ chief concern was and executed a course of action to resolve the customers’ issue.
- Used knowledge of the equipment and services to make the customers’ call experience as seamless as possible.
- Used Compass Behaviors to ensure that communication with the customer is warm and personable, yet professional and effective.
Woman Shoes Sales Representative
Nordstrom
09.2007 - 07.2014
- Created and executed strategies to develop and expand existing customer sales, which resulted in an increase in monthly sales.
- Ensured Customer Service was held to the utmost of standards by adhering to and exceeding a Five Point Standard.
- Occasionally collaborated with team members to provide the highest level of service to customers.
- Received and processed cash and credit payments for in-store and online purchase.
- Maintained professional and amicable customer interactions by using various communication media.
- Shared product knowledge with customers and made personal recommendations based on their needs.
- Managed heavy call volume regarding Direct To Customer orders from customer and other stores.
Education
Bachelor of Science - Medicinal Chemistry
CUNY, York College
Jamaica, NY 1 2014 - Current
Liberal Arts
Nassau Community College
Garden City, NY 01.2011 - 1 2013
Skills
Customer loyalty initiatives
Client engagement
Interdepartmental communication
Sales enhancement techniques
Persuasion techniques
Interpersonal skills
Timeline
Retention Specialist
Altice USA
08.2019 - Current
Lead, Residential Video Repair Agent
Charter Communications, Spectrum
12.2017 - 01.2019
Residential Video Repair Agent
Charter Communications, Spectrum
05.2016 - 12.2017
Liberal Arts
Nassau Community College
01.2011 - 1 2013
Woman Shoes Sales Representative
Nordstrom
09.2007 - 07.2014
Bachelor of Science - Medicinal Chemistry
CUNY, York College
1 2014 - Current
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