Mireya Cervantes
Von Ormy,Tx
Summary
Friendly Customer Retention Specialist succeeds in identifying customer needs and utilizing inbound and outbound retention strategies. Professional telephone demeanor with sound knowledge of sales retention. Uses problem resolution and de-escalation techniques effectively.
Overview
16
16
years of professional experience
Work History
Dispute Senior Specialist ll (Bilingual)
J.p. morgan Chase
05.2017 - 06.2022
- Defined problems, collected data, established facts and validated solutions.
- Handled Spanish and English calls.
- Used companies resources to better assist customer and maintain company's integrity.
- Multi task using different system while listening to customer to find a solution more effectively and in a timely manner.
- Assisted customers in a friendly tone of voice.
Retention Specialist
Spectrum
07.2023 - 02.2024
- Increased customer retention rates by developing and implementing effective loyalty strategies.
- Handled escalated customer complaints professionally, de-escalating situations while finding mutually beneficial resolutions.
- Conducted regular account reviews, addressing concerns and presenting solutions to retain customers.
- Enhanced customer satisfaction levels with proactive communication and timely resolution of issues.
Repair proactive Solution manager line
Sears Roebuck Company
03.2008 - 07.2013
- Handled Spanish and English supervisor calls.
- Used companies resources resources to find a solution for customers.
- Created and open case for customers to handled situations from beginning to end.
- Authorized merchandise repair and exchanges.
- Assisted supervisor with associates coaching, call monitoring for quality perfomance ans prepare team meetings.
Education
High School Diploma -
Positive Solutions Charter School
San Antonio, TX05.2003
Skills
- Customer Retention Strategies
- Remote Conferencing and Communication
- Upselling and Cross Selling
- Documentation skills
- Conflict Resolution
- Training and mentoring
- Decision-Making
- Microsoft Office
- Complaint Handling
- Computer Skills
- Verbal Communication
- Multitasking
- Customer Service
- Critical Thinking
- Flexible and Adaptable
- Written Communication
- Friendly, Positive Attitude
Languages
Spanish
Full Professional
Timeline
Retention Specialist
Spectrum
07.2023 - 02.2024
Dispute Senior Specialist ll (Bilingual)
J.p. morgan Chase
05.2017 - 06.2022
Repair proactive Solution manager line
Sears Roebuck Company
03.2008 - 07.2013
High School Diploma -
Positive Solutions Charter School