SOL OMAR IBARRA
Phoenix,AZ
Summary
Highly-motivated employee with desire to take on new challenges. Strong worth ethic, adaptability and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills.
Overview
12
12
years of professional experience
Work History
Retention Representative
Cox Communications
Phoenix, AZ
02.2012 - Current
- Upselling Downgrading or Disconnecting. Listening to customers concerns and steering towards best solution
- One call resolution: assisting with billing and providing value to current and new products while building customer rapport
- Developed customized offers tailored specifically for each customer based on their needs
- Participated on online website customer retention pilot (2020-2021)
- Participated on new hire onboarding trainee (2021-2022)
- Spanish Retention (2017-2019)
- Tech Support Bilingual (2015-2017)
- Internacional Department: Bilingual English/Spanish billing calls troubleshooting and upselling (2012-2015)
Education
Certificate - Logistics Certificate
Arizona Western College
Yuma Arizona01-2012
High School Diploma -
Kofa High School
Yuma, AZ05-2003
Skills
- Retention Strategies
- Excellent communication skills
- Customer service experience/ team player
- Negotiation abilities based on monthly goals
- De-Escalation Techniques
- Order Processing
- Customer Service
- Self Motivation and Goal Oriented
- Calm and Professional Under Pressure
- Multitasking under pressure
- ICE and ICOMS proficient
Timeline
Retention Representative
Cox Communications
02.2012 - Current
Certificate - Logistics Certificate
Arizona Western College
High School Diploma -
Kofa High School
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