Jessica Cortes
Las Vegas,NV
Summary
High-energy sales and customer relations professional well-versed in communicating with different individuals and negotiating successful solutions with more than 15 years experience! Focused on offering superior support and meeting all production targets. Creative in applying robust solutions that enhance loyalty, promote retention and support revenue objectives. Skilled in leadership functions such as training and mentoring new associates.
Overview
11
11
years of professional experience
Work History
Sales Retention Specialist
Cox Communications
Las Vegas, Nevada
10.2023 - 10.2024
- Negotiated and maintained customer retention contracts.
- Analyzed customer data to identify potential sales opportunities.
- Created customized campaigns for existing customers to increase sales.
- Developed strategies to improve customer loyalty and retention rates.
- Conducted outbound calls and emails to follow up with customers.
- Responded promptly to customer inquiries via phone or email.
- Collaborated with other departments to ensure the best possible service delivery.
- Resolved customer complaints in a timely manner.
- Monitored competitors' activities, pricing, policies.
- Implemented promotional offers that encouraged repeat purchases from customers.
- Developed customized sales techniques to successfully sell and upsell services to new and existing clients.
Assistant Manager
Taco Bell
Las Vegas, Nevada
12.2013 - 10.2023
- Assisted in the development of operational strategies to ensure efficient and productive operations.
- Provided guidance and support to junior staff members on daily tasks, projects, and objectives.
- Conducted regular performance reviews for employees to identify areas of improvement.
- Developed a system for tracking inventory and ordering supplies as needed.
- Ensured compliance with safety regulations and company policies.
- Monitored employee attendance records, timekeeping, and payroll information.
- Managed customer service inquiries and complaints in a timely manner.
- Maintained up-to-date knowledge of company products and services.
- Collaborated with management on developing strategic plans for achieving business goals.
- Communicated regularly with customers to gain insights into their needs.
Senior Customer Service Representative
Capital One
Las Vegas, Nevada
05.2015 - 11.2022
- Conducted customer service training for new hires.
- Developed and implemented customer service policies and procedures.
- Provided technical support to customers via phone, email, and chat.
- Resolved escalated customer complaints in a timely manner.
- Ensured compliance with applicable laws and regulations related to customer service.
- Identified trends in customer issues and provided recommendations for resolution.
- Managed incoming calls from customers while providing exceptional service.
- Assisted customers by answering questions, addressing concerns and providing current account information.
- Managed customer conflicts and challenging situations by staying calm and accessing internal knowledgebases to develop strategic solutions.
- Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
- Oversaw and guided team in handling customer call escalations, mentoring new employees on customer service.
Education
Associate of General Studies - Massage Therapy
Nevada Massage School of Therapy
Las Vegas, Nevada09-2013
High School Diploma -
Durango High School
Las Vegas, NV06-2006
Skills
- Customer Empathy
- CRM proficiency
- Upselling strategies
- Client Relationship Building
- Customer Service
- Business Development
- Competitor research
- Account Servicing
- Account Management
- Sales Development
- Revenue Generation
- Sales closing
- Customer Retention
- Records Management
Timeline
Sales Retention Specialist
Cox Communications
10.2023 - 10.2024
Senior Customer Service Representative
Capital One
05.2015 - 11.2022
Assistant Manager
Taco Bell
12.2013 - 10.2023
Associate of General Studies - Massage Therapy
Nevada Massage School of Therapy
High School Diploma -
Durango High School