Juan Lucero
El Paso,TX
Summary
Professional that thrives in a team-oriented environment, working creatively and effectively to reach company goals. Works well independently and as part of dynamic teams. Meticulous customer retention specialist enthusiastically looking to utilize and build new skills. Confident training leader with demonstrated planning, organizational and leadership abilities focused on customer service.
Overview
14
14
years of professional experience
Work History
Customer Service Specialist
Verizon Wireless
05.2021 - Current
- Enhanced customer satisfaction by resolving issues promptly and professionally.
- Increased customer retention rates by providing exceptional problem-solving skills and personalized solutions.
- Handled escalated calls calmly, finding resolutions that satisfied both the company and the customer''s needs.
- Cross-trained and backed up other customer service managers.
- Identified areas of improvement in employee performance and provided targeted coaching to address specific needs.
- Developed comprehensive training materials for new hires, ensuring consistent knowledge and skill development across the team.
- Collaborated with management to assess staff development needs and created customized training materials accordingly.
- Provided coaching and mentoring to employees.
Sales Associate
Spectrum
03.2020 - 04.2021
- Increased sales revenue by building strong rapport with customers and recommending appropriate products based on their needs.
- Solved customer challenges by offering relevant products and services.
- Collaborated with team members to improve overall store performance, sharing best practices, and offering support as needed.
- Stayed up-to-date on industry trends and competitor activities, adjusting sales tactics accordingly for continued success.
Customer Service Rep
Dish Network
03.2018 - 02.2020
- Ensured superior customer experience by addressing customer concerns, demonstrating empathy and resolving problems swiftly.
- Educated customers about billing, payment processing and any inquiry regarding their account.
- Promoted available products and services to customers, including upgrades in equipment and programming based on customers qualifications.
- Contacted current customers to offer additional services like technician visits and offer current promotions on programming.
Online Grocery Associate
Walmart
01.2014 - 01.2018
- Followed designated pick path to get customers order ready.
- Call customers once orders are ready to be picked up.
- Prioritized helping customers over completing other routine tasks in the store.
- Ensured superior customer experience by addressing customer concerns and resolving problems on the spot or via telephone.
- Built relationships with customers to increase likelihood of repeat business.
Assistant Manager
Family Dollar
04.2010 - 10.2014
- Managed the cash register
- Helped customers with questions, problems and complaints
- Stocked shelves and supplies and organized displays.
- Organized racks and shelves to maintain the visual appeal of the store.
- Supervised day-to-day operations to meet performance, quality and service expectations.
- Implemented staff training programs, enhancing product knowledge and improving customer service skills.
- Oversaw daily cash intake and deposit records, increasing accuracy and reducing discrepancies
- Scheduled staff shifts to ensure proper coverage during peak shopping hours without exceeding labor budgets.
Education
Associate of Arts - Criminal Justice
El Paso Community College
El Paso, TX2014
Skills
- Bilingual fluency in both English and Spanish
- Active listening skills
- Fast learner
- Excellent attention to detail
- People-oriented
- Highly dependable
- Punctual
Timeline
Customer Service Specialist
Verizon Wireless
05.2021 - Current
Sales Associate
Spectrum
03.2020 - 04.2021
Customer Service Rep
Dish Network
03.2018 - 02.2020
Online Grocery Associate
Walmart
01.2014 - 01.2018
Assistant Manager
Family Dollar
04.2010 - 10.2014
Associate of Arts - Criminal Justice
El Paso Community College