Mario Juarez
San Antonio
Summary
Dynamic customer service professional with extensive experience at Spectrum, excelling in upselling strategies and conflict resolution. Proven track record of enhancing customer satisfaction through active listening and effective problem-solving. Adept at managing high-volume calls while maintaining a positive demeanor, consistently achieving performance metrics and fostering strong client relationships.
Overview
9
9
years of professional experience
Work History
Retention Customer Service Representative
Spectrum
04.2024 - 02.2025
- Responsible for handling cancellation and customer service calls which included assisting more than 7,000 accounts.
- Provided knowledgeable recommendations for products or services that aligned with individual customer needs, boosting satisfaction levels significantly.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Met or exceeded performance metrics regularly, demonstrating consistent dedication to providing exceptional service.
- Maintained a positive attitude while handling challenging calls, effectively diffusing customer frustrations.
- Created and maintained detailed database to develop promotional sales.
- Expertise in negotiating with customers to renew contracts and retain business.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Developed rapport with customers by actively listening to their needs, resulting in strong relationships and positive feedback.
- Non-stop calls ranging from 10-25 minuets, discovering problems with costs and usage of the services provided and upselling new services to the customers account.
Bingo Worker
Randy's Bingo
01.2016 - 01.2025
- Collaborated with team members to create a fun, engaging environment that encouraged repeat visits from patrons.
- Managed cash handling procedures, ensuring accurate transactions and preventing discrepancies in daily sales reports.
- Increased player satisfaction by providing exceptional customer service and maintaining a positive attitude during games.
- Supported management in organizing special events, contributing to increased attendance and revenue growth.
- Ensured accurate payouts to winners by thoroughly verifying winning cards and calculating prize amounts.
- Explained game instructions and rules to customers.
- Calling the bingo numbers and race pace horse racing, speaking in front of more than 80 people a night.
- Preserved safe and clean gaming floor to protect customers and business interests.
Education
Associate of Applied Science - Customer Service/Sales
Northwest Vista College
San Antonio, TX08-2024
Skills
- Call center experience
- Upselling strategies
- CRM software proficiency
- Customer service
- Time management
- Multitasking and organization
- Active listening
- Adaptability and flexibility
Timeline
Retention Customer Service Representative
Spectrum
04.2024 - 02.2025
Bingo Worker
Randy's Bingo
01.2016 - 01.2025
Associate of Applied Science - Customer Service/Sales
Northwest Vista College
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