Summary
Overview
Work History
Education
Skills
Languages
Timeline
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Shamira Fernandez

NY,NY

Summary

Customer Retention Level 2 Lead

Overview

2026
2026
years of professional experience

Work History

Retention Customer Service Representative

Altice USA
2022 - Current
  • Resolved customer inquiries and concerns to enhance retention rates.
  • Collaborated with cross-functional teams to improve service delivery processes.
  • Utilized CRM software to track customer interactions and manage follow-ups.
  • Provided tailored solutions to meet individual customer needs effectively.
  • Monitored customer feedback and identified trends for service improvement.
  • Conducted proactive outreach to at-risk customers, reinforcing brand loyalty.
  • Streamlined communication channels between departments to enhance response times.
  • 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.
  • Handled high-volume calls, ensuring top-notch customer service while maintaining professionalism.
  • Collaborated with team members to implement new strategies for improving overall customer retention.
  • Worked closely with other departments as needed to resolve complex customer issues efficiently.
  • Utilized CRM software efficiently to track customer interactions and ensure proper follow-up on pending issues.
  • Developed rapport with customers by actively listening to their needs, resulting in strong relationships and positive feedback.
  • Facilitated open communication between customers and management when needed, acting as a liaison to address any escalated concerns.
  • Met or exceeded performance metrics regularly, demonstrating consistent dedication to providing exceptional service.
  • Conducted thorough investigations of customer complaints, working diligently to find resolutions that satisfied all parties involved.
  • Delivered accurate information regarding billing inquiries and assisted in resolving discrepancies quickly.
  • Assisted customers with account updates and plan changes to optimize their satisfaction and loyalty.
  • Offered personalized assistance based on each client''s unique situation, leading to higher success rates in retaining customers.
  • Increased customer retention rates by effectively addressing and resolving concerns in a timely manner.
  • Offered proactive solutions to common issues faced by customers, reducing the need for further contact and increasing overall satisfaction levels.
  • Investigated and resolved customer inquiries and complaints quickly.
  • Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.

Assistant MOBILE EXPERT

T-MOBILE
01.2015 - 01.2022
  • Deliver quality customer service while expanding business relationships.
  • Impacting results by focusing on 100% Mobile Expert participation at store level.
  • Worked closely with management on development sales strategies to increase store conversion.
  • Responsible to complete sale transactions with customers.

Business Account Executive

Spectrum Business
- 01.2021
  • Communicating with clients and gathering information about a project’s scope, budgets and timelines
  • Meeting with other executives to discuss clients’ project goals, progress and outcomes
  • Developing budgets and timelines for clients and the company they work for
  • Assembling new products to meet clients’ or businesses’ goals
  • Reporting and recording all sales activities in a sales force and Sales tracker.
  • Qualifying inbound leads and prospects via phone and email
  • Organizing regular client meetings to ensure excellent customer service
  • Prospecting new sales by cold calling businesses
  • Preparing and presenting business proposals
  • Negotiating terms and conditions with clients
  • Collaborating with key decision makers to identify opportunities and develop ideas that deliver sales results

Education

Associates Degree - Criminology

BOROUGH OF Manhattan community college
NEW YORK, NY
01.2017

Skills

  • Customer service skills
  • Bilingual: Fluent in Spanish and English
  • Willingness to learn
  • Adaptability
  • Conflict Resolution
  • Self motivation

Languages

Spanish
Native or Bilingual

Timeline

Assistant MOBILE EXPERT

T-MOBILE
01.2015 - 01.2022

Business Account Executive

Spectrum Business
- 01.2021

Associates Degree - Criminology

BOROUGH OF Manhattan community college

Retention Customer Service Representative

Altice USA
2022 - Current

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Shamira Fernandez