Zuleimy Canales
Winter Haven
Summary
Service representative with over 5 years of expertise in customer service and conflict resolution, specializing in enhancing customer retention and satisfaction. Demonstrates strong analytical skills by identifying customer pain points and implementing effective retention strategies. Proficient in Microsoft Office and remote working, with a proven track record of fostering long-term customer loyalty and ensuring data accuracy.
Overview
8
8
years of professional experience
Work History
Retention specialist
Charter Communications
07.2020 - Current
- Processed payments, set up plans, resolved issues, improved retention rates, ensured data accuracy.
- Implemented targeted outreach strategies to re-engage at-risk customers, successfully reducing churn and enhancing overall satisfaction.
- Analyzed customer feedback trends to identify pain points, enabling the development of tailored solutions that improved client experiences.
- Utilized data analysis to identify key retention drivers, leading to targeted strategies that significantly enhanced customer loyalty.
- Demonstrated strong interpersonal skills by actively listening to customer concerns, effectively building rapport and trust with clients.
- Developed a proactive outreach program for at-risk customers, resulting in noticeable gains in retention rates and fostering long-term loyalty.
Security
Allied Universal
06.2018 - 06.2019
- Supervised security staff, ensuring smooth operations and quick decision-making.
- Managed premises security, enhancing safety protocols and monitoring access points.
- Coordinated maintenance tasks, improving facility upkeep and efficiency.
- Led security personnel, fostering teamwork and effective communication.
- Implemented security measures, achieving improved safety and reduced incidents.
- Evaluated security incident reports to identify trends, leading to enhanced protocols and a marked reduction in security breaches.
- Maintained detailed logs of security incidents, facilitating thorough reviews and improving overall safety protocols.
Education
Administration
Traviss Technical College
05.2020
Diploma - undefined
Winter Haven High School
05.2017
Skills
- Conflict Resolution
- Customer Service
- Microsoft Office Expert
- Remote working
- Flexibility
- Administration certification
- Team Leadership
- Payment Processing
- Retention Strategies
Timeline
Retention specialist
Charter Communications
07.2020 - Current
Security
Allied Universal
06.2018 - 06.2019
Administration
Traviss Technical College
Diploma - undefined
Winter Haven High School