Jordan Marrufo
Round Rock,TX
Summary
Experienced retention agent specializing in customer support at TruGreen. Delivered exceptional customer satisfaction by leveraging strong problem-solving skills and relationship management. Acknowledged for enhancing service quality and building loyalty in dynamic settings.
Overview
8
8
years of professional experience
Work History
Retention Agent
TruGreen
Round Rock, TX
07.2024 - Current
- Provided top-tier technical support for lawn care products, enhancing customer satisfaction and loyalty.
- Adeptly resolved complex issues within TruGreen ecosystem, ensuring prompt solutions and high service standards.
- Demonstrated effective time management skills, consistently prioritizing tasks to exceed customer expectations.
- Achieved improved customer-facing time, surpassing enterprise averages in handling times.
- Cultivated strong interpersonal relationships with customers, fostering personalized and engaging support interactions.
- Enhanced overall customer journey through nurturing positive connections and enriching engagement.
- Excelled in a dynamic support environment, contributing to elevated service standards and performance metrics.
- Utilized troubleshooting expertise to address intricate challenges, reinforcing commitment to customer service excellence.
Retention Agent
Spectrum
Austin, TX
01.2021 - 05.2024
- Supported customers with entry-level technical issues related to cable TV, internet, and home phone services.
- Managed complex account issues through advanced probing techniques for accurate problem identification and timely resolutions.
- Facilitated open communication and teamwork to improve customer experiences and enhance team success.
- Provided guidance on Spectrum features through clear, step-by-step instructions to boost user confidence.
- Collaborated with colleagues to achieve shared goals, enhancing overall team dynamics.
- Empowered customers with knowledge of Spectrum products, leading to better utilization of available services.
- Contributed significantly to smoother user experiences, resulting in heightened customer satisfaction.
- Strengthened relationships with customers, ensuring retention and loyalty towards company services.
Warehouse Supervisor/Forklift operator
Suresill LLC
Austin, TX
05.2019 - 01.2021
- Oversaw daily warehouse operations, optimizing processes for receiving, storing, and distributing goods.
- Trained new hires on handling and storage techniques to reduce product damage.
- Managed returned product disposition by coordinating repairs or replacements with vendors.
- Scheduled pickups for large returns with shipping carriers to ensure timely removal from the warehouse.
- Monitored inventory levels of frequently returned items to maintain adequate stock availability.
Customer Service Representative
Fred Loya Insurance
Round Rock, TX
02.2018 - 01.2020
- Mediated member disputes to ensure accurate financial reconciliation within insurance community.
- Facilitated conflict resolution through proactive communication and fair negotiation.
- Fostered positive relationships among users, enhancing community harmony and cooperation.
Education
High School Diploma -
L.C. Anderson High School
Austin, Texas06-2012
Skills
- Customer support excellence
- Problem solving and troubleshooting
- Subject matter expertise
- Product specialization
- Root cause analysis
- Resource management
- Interpersonal skills
- Composure under pressure
- Research and database management
- Sales proficiency
- Insurance sales expertise
- Warehouse operations
- Attention to detail
- Time management skills
- Team collaboration
- Relationship building strategies
- Conflict resolution techniques
- Mediation skills
- Adaptability and flexibility
- Relationship management strategies
- Graphic design proficiency
- Serving and bartending
Timeline
Retention Agent
TruGreen
07.2024 - Current
Retention Agent
Spectrum
01.2021 - 05.2024
Warehouse Supervisor/Forklift operator
Suresill LLC
05.2019 - 01.2021
Customer Service Representative
Fred Loya Insurance
02.2018 - 01.2020
High School Diploma -
L.C. Anderson High School