JOHN CAMACHO
Pflugerville
Summary
Friendly Customer Retention Specialist succeeds in identifying customer needs and utilizing inbound and outbound retention strategies. Professional telephone demeanor with sound knowledge of sales retention. Uses problem resolution and de-escalation techniques effectively.
Overview
13
13
years of professional experience
Work History
Retention Specialist
Spectrum
08.2023 - Current
- Handled escalated customer complaints professionally, de-escalating situations while finding mutually beneficial resolutions.
- Enhanced customer satisfaction levels with proactive communication and timely resolution of issues.
- Negotiated contract renewals, securing continued business partnerships with satisfied clients.
- Gathered feedback from departing customers to identify areas for improvement in products or services offered.
- Analyzed customer behavior and data to identify trends and develop customer retention strategies.
Risk Analysis Customer Service Agent
EBay Inc
10.2020 - 04.2021
- Identify and analyze areas of potential risk to assets, earning capacity, or success of organizations
- Confer with traders to identify and communicate risks associated with specific trading strategies or positions
- Address basic appeals concerning action taken on accounts with questionable business practices
- Areas of support include: addressing concerns with account security & management, payment service accounts, common account issues (e.g., restrictions, suspensions, linked accounts), common seller and buyer rules & policies
Team Lead Installation Specialist
Protect America Home Security
08.2015 - 06.2020
- Assisted customers with inbound/outbound calls requiring physical and verbal guidance for home security
- Completed vulnerability scans to identify at-risk systems and remediate issues
- Maintained high levels of data integrity by implementing and monitoring information-safety programs
- Made sales calls weekly to existing and new customers for business growth
QA Tester /Customer Service Agent
IEnergizer
12.2013 - 10.2014
- Identified and tracked defects and supported developers in resolving problems by completing additional tests
- Collaborated with developers and product owners to stay current on product features and intended functionality
- Evaluated function, performance and design compliance of every product against design standards and customer needs
- Gathered data on integration issues and vulnerabilities and reported all findings, including improvement recommendations
SENIOR QUALITY ANALYST/ SENIOR TRAINING ADVISOR
Nexxlinx
01.2012 - 01.2013
- Oversaw test planning, workload balancing and assignment delegation
- Mentored new hires, resulting in stronger staff development and increased productivity
- Evaluated items to assign grades and marked quality level, rejection status or acceptance
- Developed monthly, end-of-quarter and other statistical reports for leadership team and quality improvement programs
Customer Service Specialist
Nexxlinx
12.2011 - 01.2013
- Trained in several departments such as Sales, Retention department and Customer Care
- Regularly exceeded daily sales and product add-on quotas
- Obtained pricing deals, negotiated contracts and solidified beneficial agreements
- Utilized advanced skills in solving problems and making accurate decisions to implement strategies that brought about immediate results
Education
High School Diploma -
PFLUGERVILLE HIGH SCHOOL
Pflugerville, Tx05.2011
Skills
- Team Lead
- Technical Support Specialist
- Product Sales Specialist
- Customer Retention Specialist
- Risk Analysis Specialist
- Inbound/Outbound Call Center Experience
- Upselling and cross selling
- Complex Product Knowledge
Timeline
Retention Specialist
Spectrum
08.2023 - Current
Risk Analysis Customer Service Agent
EBay Inc
10.2020 - 04.2021
Team Lead Installation Specialist
Protect America Home Security
08.2015 - 06.2020
QA Tester /Customer Service Agent
IEnergizer
12.2013 - 10.2014
SENIOR QUALITY ANALYST/ SENIOR TRAINING ADVISOR
Nexxlinx
01.2012 - 01.2013
Customer Service Specialist
Nexxlinx
12.2011 - 01.2013
High School Diploma -
PFLUGERVILLE HIGH SCHOOL
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