Summary
Overview
Work History
Education
Skills
Websites
Languages
Certification
References
Timeline
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Lucas Trujillo III

Lucas Trujillo III

Inverness

Summary

Results-driven professional with over ten years of experience in customer service and account management within a Fortune 500 environment. Proven track record in enhancing client retention through effective communication and problem-solving strategies. Transitioning into cybersecurity with foundational knowledge from the Google Cybersecurity Specialization, demonstrating capability in managing technical issues and safeguarding assets. Recognized for strong work ethic, adaptability, and ability to learn new skills rapidly.

Overview

11
11
years of professional experience
1
1
Certification

Work History

Remote Retention Agent

Xfinity
01.2023 - Current
  • Utilized advanced communication and reasoning skills to identify customer pain points and implement effective strategies to retain their business.
  • Independently de-escalated high-stakes customer conflicts, resolving complex issues and preventing customer churn without supervisory intervention.
  • Promoted and reinforced the Xfinity brand, ensuring customers understood the value of the company's services and strengthening brand loyalty.

Remote Account Manager

Xfinity
01.2020 - 01.2023
  • Provided consultative support to a dedicated portfolio of clients, advising on service changes, upgrades, and billing.
  • Managed a high volume of complex billing inquiries, clarifying statements and resolving discrepancies to improve customer trust and satisfaction.
  • Streamlined the process of service restoration for clients with overdue accounts, ensuring a seamless and positive re-engagement.

Retail Sales Agent

Xfinity
Jacksonville
01.2017 - 01.2020
  • Managed a diverse range of customer service needs, including account setup, service changes, and service cancellations.
  • Provided expert guidance on billing inquiries, consistently ensuring customer satisfaction and clarity.
  • Scheduled and coordinated technician visits to resolve service issues and facilitate installations, ensuring seamless service delivery.
  • Consistently met or exceeded all performance goals, demonstrating a commitment to high-quality customer service and productivity.

Retail Specialist Agent

Spectrum (formerly Time Warner Cable)
Greenville
01.2015 - 01.2017
  • Managed a diverse range of customer service needs, including account setup, service changes, and service cancellations.
  • Provided expert guidance on billing inquiries, consistently ensuring customer satisfaction and clarity.
  • Scheduled and coordinated technician visits to resolve service issues and facilitate installations, ensuring seamless service delivery.
  • Consistently met or exceeded all performance goals, demonstrating a commitment to high-quality customer service and productivity.

Education

Google Cybersecurity Specialization -

Coursera
Online
06.2025

Englewood High School -

Englewood High School
Jacksonville, FL
01.2003

Skills

  • Cybersecurity
  • Threat Analysis
  • Risk Management
  • Security Operations
  • Network Security
  • Service & System Troubleshooting
  • Network & Connectivity Diagnostics
  • Data Management
  • CRM Software
  • Advanced Communication
  • Conflict De-escalation
  • Problem-solving
  • Account Management
  • Client Retention
  • Brand Promotion
  • Analytical thinking
  • Customer relationship management

Websites

Languages

English
Professional
Spanish
Professional

Certification

  • Google Cybersecurity Specialization

References

References available upon request.

Timeline

Remote Retention Agent

Xfinity
01.2023 - Current

Remote Account Manager

Xfinity
01.2020 - 01.2023

Retail Sales Agent

Xfinity
01.2017 - 01.2020

Retail Specialist Agent

Spectrum (formerly Time Warner Cable)
01.2015 - 01.2017

Google Cybersecurity Specialization -

Coursera

Englewood High School -

Englewood High School

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