Jonni Salazar
Oklahoma City,OK
Summary
Dynamic retention agent with proven success at Cox Communications, adept at client relationship building and implementing upselling strategies. Recognized for enhancing customer satisfaction through effective de-escalation techniques and proactive retention efforts, resulting in improved loyalty and reduced attrition. Skilled in analyzing feedback to drive continuous improvement and revenue growth.
Overview
7
7
years of professional experience
Work History
Retention Agent
Cox Communications
Oklahoma City, OK
07.2024 - Current
- Managed high call volume while maintaining a professional demeanor, resulting in positive feedback from customers.
- Analyzed customer feedback to identify areas for improvement, implementing necessary changes for better results.
- Reviewed account histories and analyzed trends to anticipate potential attrition, proactively taking action when needed.
- Educated customers about product features and benefits during retention efforts, increasing their understanding of value propositions.
- Implemented upselling techniques based on client preferences, generating additional revenue opportunities without compromising satisfaction levels.
- Prevented potential account cancellations by addressing customer complaints effectively and efficiently.
Center Manager
ACE Cash Express Inc.
Midwest City, Ok
11.2022 - 07.2024
- Established performance metrics and conducted regular evaluations to identify areas for improvement and drive continuous growth.
- Coordinated events and promotions at the center, generating increased foot traffic and sales revenue through targeted marketing efforts.
- Assist customers with cashing checks, process loans, and bill payments
- Follow up with customers for repayment
Customer Service Representative
JP Morgan Chase
Houston, TX
06.2018 - 11.2022
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
Education
Nimitz Senior High
Houston, TX06.2013
Skills
- Client relationship building
- Call center experience
- Creative solutions
- De-escalation techniques
- Upselling strategies
- Retention strategies
Timeline
Retention Agent
Cox Communications
07.2024 - Current
Center Manager
ACE Cash Express Inc.
11.2022 - 07.2024
Customer Service Representative
JP Morgan Chase
06.2018 - 11.2022
Nimitz Senior High