Xavier Licudine
Chula Vista,CA
Summary
Proven track record in enhancing customer loyalty and streamlining service operations, notably at DraftKings. Expert in CRM software and adept at understanding customer needs, I excel in teamwork and problem resolution, significantly improving customer satisfaction. Skilled in both technical support and customer service, my approach has consistently driven positive outcomes and operational efficiency.
Overview
15
15
years of professional experience
Work History
Customer Experience Associate
DraftKings
11.2023 - Current
- Provided personalized assistance to customers, tailoring solutions to best meet their individual needs.
- Employed active listening skills to accurately understand customer concerns and address them effectively.
- Collaborated with team members to develop effective strategies for enhancing the overall customer experience.
- Resolves escalations, complex customer issues, assists with development of creative solutions to ensure and maintain customer loyalty.
Inbound Success Coach
HubSpot
06.2022 - 01.2023
- Monitored high volume of daily inbound conversations to qualify leads and determined next steps for prospects via live chat, email, and phone.
- Provided technical support and resolutions for customers.
- Collaborated with internal partners and customers to streamline experiences.
Call Center Agent
Zotec Partners
12.2021 - 02.2022
- Enhanced call center efficiency by effectively managing high call volumes and multitasking in a fast-paced environment.
- Improved customer satisfaction ratings by efficiently addressing and resolving inquiries, complaints, and requests.
- Demonstrated empathy and understanding when dealing with difficult situations, ultimately diffusing tension while finding satisfactory resolutions.
- Utilized CRM software to track customer interactions, ensuring timely follow-up on outstanding issues.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
Customer Service Representative
Berkshire Hathaway Guard Insurance
06.2021 - 09.2021
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
Retail Sales Consultant
AT&T
06.2019 - 05.2021
- Enhanced customer loyalty by offering tailored solutions that met individual needs.
- Resolved customer complaints promptly, maintaining a positive brand image.
- Handled cash transactions accurately while adhering to established security procedures.
- Used consultative sales techniques to understand customer needs and recommend relevant products and services.
- Increased sales and customer satisfaction through personalized servicing.
- Answered product questions with up-to-date knowledge of sales and store promotions.
Customer Care Representative
Lennar Corporation
03.2017 - 11.2018
- Conducted new home orientations to familiarize homeowners with house systems, functions, and maintenance.
- Scheduled and supervised subcontractor warranty repairs; scheduled inspections; assessed warranty claims; ensured delivery.
- Provided accurate information to customer care managers on the progress and scope of each project.
- Built strong relationships with homeowners as a trusted advisor providing knowledgeable advice and timely service.
- Maintained pace of work by tracking subcontractor performance, product delivery, and documentation.
Behavioral Health Technician Supervisor
Silver Rock Recovery
02.2015 - 11.2016
- Conducted client rounds to check on residents.
- Delivered compassionate care under challenging circumstances, consistently demonstrating resilience and adaptability when faced with unexpected obstacles or setbacks in patient progress.
- Provided crisis intervention services, successfully de-escalating situations and ensuring patient safety.
- Built and maintained positive staff relationships to promote teamwork and better serve clients.
Postal Support Employee
United States Postal Service, USPS
02.2013 - 12.2014
- Reduced the risk of loss or damage to packages through careful handling practices that met USPS standards.
- Streamlined postal operations by maintaining an organized work environment and adhering to USPS policies and procedures.
- Ensured optimal customer service by addressing inquiries, resolving issues, and providing guidance on USPS products and services.
- Improved mail processing efficiency by accurately sorting and distributing incoming mail according to established guidelines.
- Supported fellow employees in daily tasks, contributing to a collaborative and efficient workplace atmosphere.
Warehouse Distribution Manager
LifeCare Solutions
03.2010 - 11.2011
- Ensured compliance with industry regulations and company policies through diligent oversight of all warehouse activities.
- Managed a team of warehouse staff to ensure timely completion of tasks and adherence to safety protocols.
- Improved order fulfillment rates by optimizing picking, packing, and shipping procedures.
- Increased warehouse efficiency by streamlining inventory management processes.
Education
Otay Ranch High School
Chula Vista, CASkills
- Client Advocacy
- CRM Software
- Request management
- Customer Service
- Computer Skills
- Understanding Customer Needs
- Sales and Upselling
- Customer Data Confidentiality
- Teamwork and Collaboration
- Problem Resolution
- Product and service knowledge
- Microsoft Office
- Transaction Processing
Timeline
Customer Experience Associate
DraftKings
11.2023 - Current
Inbound Success Coach
HubSpot
06.2022 - 01.2023
Call Center Agent
Zotec Partners
12.2021 - 02.2022
Customer Service Representative
Berkshire Hathaway Guard Insurance
06.2021 - 09.2021
Retail Sales Consultant
AT&T
06.2019 - 05.2021
Customer Care Representative
Lennar Corporation
03.2017 - 11.2018
Behavioral Health Technician Supervisor
Silver Rock Recovery
02.2015 - 11.2016
Postal Support Employee
United States Postal Service, USPS
02.2013 - 12.2014
Warehouse Distribution Manager
LifeCare Solutions
03.2010 - 11.2011
Otay Ranch High School
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