Summary
Overview
Work History
Education
Skills
Timeline
Generic

JUAN LUNA III

New Braunfels,Texas

Summary

Results-driven professional with extensive experience in customer service, team leadership, and technical support. Skilled at managing staff, optimizing workflows, and delivering high-quality service in fast-paced environments. Adept at troubleshooting technical issues, training employees on new systems, and leveraging technology to improve efficiency. Recognized for building strong client relationships, resolving complex challenges, and driving both team and customer experience.

Overview

6
6
years of professional experience

Work History

Retention/Sales Representative

Ibex
09.2024 - Current
  • Consistently exceeded monthly sales goals by promoting and upselling products and services tailored to customer needs.
  • Maintained a 95%–100% customer retention rate by building rapport, understanding concerns, and offering effective solutions using company promotions and packages.
  • Skillfully deescalated supervisor-requested calls by actively listening, empathizing, and resolving issues to the customer’s satisfaction.
  • Accurately processed service changes, billing inquiries, and account closures while ensuring a smooth and clear customer experience.
  • Identified and resolved complex account issues that customers had previously been unable to fix, demonstrating strong attention to detail.
  • Frequently recognized with 5-star customer reviews for outstanding service, problem-solving ability, and dedication to customer satisfaction.

Fraud Investigator

TaskUs
07.2021 - 06.2024
  • Conducted comprehensive investigations into referred accounts, identifying and addressing fraudulent activities.
  • Analyzed customer data, flagged suspicious transactions, and developed detailed reports for case documentation.
  • Engaged with both customers and fraudsters via phone and email to resolve cases efficiently and professionally.
  • Collaborated with cross-functional teams to mitigate risk and enhance fraud detection processes.

Manager

The Oyster Bar
07.2019 - 04.2021
  • Led and coached a team of employees to deliver high-quality service in a fast-paced restaurant environment.
  • Provided exceptional customer service, resolving inquiries and complaints to maintain guest satisfaction and loyalty.
  • Built lasting relationships with customers and suppliers, contributing to increased business growth.
  • Managed daily operations, including inventory control, vendor ordering, and scheduling to maximize efficiency and reduce costs.
  • Maintained compliance with health, safety, and quality standards.

Education

High School Diploma -

New Braunfels High School
New Braunfels, TX
05.2014

Skills

  • Customer Service & Retention Strategies
  • Technical Troubleshooting & Problem Resolution
  • CRM & Ticketing Systems
  • Fraud Investigation & Risk Mitigation
  • Sales & Upselling Techniques
  • Process Improvement & Documentation
  • Conflict Resolution & De-escalation
  • Team Leadership & Training
  • Data Analysis & Reporting

Timeline

Retention/Sales Representative

Ibex
09.2024 - Current

Fraud Investigator

TaskUs
07.2021 - 06.2024

Manager

The Oyster Bar
07.2019 - 04.2021

High School Diploma -

New Braunfels High School

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