Jarol Molina

Some of my duties were to assist the customers with inquiries, resolve issues, and ensure a positive experience, requiring strong communication, problem-solving, and empathy skills.

Core Responsibilities:

• Assisting Customers: Answering customer questions, providing information, and guiding them through processes.
• Resolving Issues: Addressing customer concerns, complaints, and problems in a timely and effective manner.
• Building Relationships: Establishing rapport with customers to foster loyalty and satisfaction.
• Providing Support: Offering ongoing support and guidance to customers throughout their journey.
• Following Procedures: Adhering to company policies, guidelines, and protocols.
• Product/Service Knowledge: Possessing a thorough understanding of the products or services offered by the company.
• Communication Skills: Communicating clearly and effectively with customers, both verbally and in writing.
• Problem-Solving Skills: Identifying and resolving customer issues efficiently and effectively.
• Empathy and Patience: Understanding and addressing customer concerns with empathy and patience.
• Omnichannel Support: Providing consistent and seamless support across multiple channels (phone, email, chat, etc.).

• As a sales specialist at Sprint, one of the largest wireless service providers in the United States, I was responsible for selling products or services, building relationships with existing customers, researching potential leads, and developing sales strategies to achieve my targets.

Core Responsibilities:

• Identifying and generating leads.
• Understanding Customer Needs.
• Presenting and Demonstrating Products/Services.
• Negotiating and Closing Deals.
• Maintaining Customer Relationships, Achieving Sales Targets.
• Managing sales records and documents.
• Answering Customer Inquiries.
• Providing customer service.
• Staying Updated on Product Knowledge.
• Collaborating with Internal Teams.

As an Office 365 tech support specialist, my role involves providing technical support for Office 365 applications and services. This can include troubleshooting issues, managing security, and training users.

Core Responsibilities:

• Technical support: Diagnose and resolve technical issues with Office 365 applications, including SharePoint, OneDrive, Exchange, Teams, and Azure Active Directory.
• Security: Manage and maintain security policies and compliance requirements.
• Documentation: Maintain documentation of Office 365 configuration, processes, and issue resolutions.
• User training: Provide user training and guidance regarding Office 365 applications.
• Collaboration: Collaborate with other IT teams to manage Active Directory, Azure AD, identity management services, and network infrastructure.
• Monitoring: Monitor and maintain the performance of Office 365 systems.
• Issue escalation: Escalate issues to the next level when an issue can't be remediated.
• Risk mitigation: Develop risk mitigation and remediation plans to proactively and reactively identify risks to availability.

As a Retention Specialist, part of my duties were to increase loyalty and customer retention by resolving customer complaints and implementing retention strategies.

My main duties included:

Gathering information from customer feedback and complaints, and working to resolve them.

Developing strategies to reduce churn and increase customer lifetime value.

Measuring KPIs to gauge the success of retention efforts.

Monitoring and analyzing customer retention through reports.