Summary
Overview
Work History
Education
Skills
Languages
Timeline
Generic

Jesus Reyes

New Providence

Summary

Results-driven professional well-versed in customer retention strategies and client relationship management. Known for delivering impactful solutions that enhance customer loyalty and satisfaction. Consistently collaborates with cross-functional teams to achieve organizational goals and adapt to evolving business needs with strong focus on conflict resolution and communication skills.

Overview

16
16
years of professional experience

Work History

Level 2 retention specialist

Altice USA/Suddenlink
01.2024 - 05.2025
  • Promoted to retention level 2 was warm transferred calls from level 1 dept introduced as supervisor to cx to further retain customers and offer better deals and promotions and courtesy credits to keep customers account active,diffused angry customer transferred to many depts and diffused situation and convince customer to stay with company assisted customers in tri state area and went and central all over us
  • Analyzed customer feedback to identify trends and improve retention strategies.
  • Handled escalated customer complaints professionally, de-escalating situations while finding mutually beneficial resolutions.
  • Built constructive customer relationships to improve loyalty and recommendations.

Retention Specialist/account manager/remote work

Altice USA Optimum
02.2017 - 05.2025
  • Responsible for preventing customers from disconnecting services with solutions and incentives to keep customers satisfied and avoid cancellation,build rapport with upset customers and convince them to keep service. sales opportunity for to upsell or cross-sell Optimum products and services. Address customer concerns and find solutions to keep them with Optimum. explain cx bill payments, run credit also check cx history see if qualify for mobile financing. sell protection plan set up tech visits , assisted cx with technical trouble shooting remote for 8 years adapted to changes frequently and sales commision plan.
  • Analyzed customer feedback and behavior to identify opportunities for engagement improvement.
  • Developed and implemented customer retention strategies to enhance loyalty and reduce churn.
  • Utilized CRM systems to track customer interactions and optimize follow-up processes.
  • Boosted revenue through upselling and cross-selling opportunities during customer interactions.
  • Increased customer retention rates by developing and implementing effective loyalty strategies.

Store Sales Associate/Customer Service Representative

Spectrum/Time Warner Cable
05.2016 - 01.2017
  • Assisted customers with returning equipment,explaining bill, and upselling customers and making changes on customers account as requested.
  • Resolved customer inquiries and complaints promptly, enhancing overall satisfaction rates.
  • Processed transactions efficiently using POS systems, ensuring accuracy in cash handling.
  • Utilized upselling techniques to increase average transaction value while still meeting individual customer needs.

Home Theater Sales Associate

Best Buy
06.2014 - 03.2016
  • Responsible for assisting customers in understanding and purchasing home theater products, ensuring they meet their needs and preferences. provide expert advice, operated registers; mainly transactions and merchandise exchanges. Prioritize tasks, set realistic deadlines, and manage time effectively to optimize daily responsibilities
  • Managed inventory levels, ensuring availability of popular home theater products for customer needs.
  • Educated customers on home theater systems, enhancing product understanding and engagement.
  • Prepared merchandise for sales floor by pricing or tagging.
  • Utilized well-honed interpersonal and people skills to approach customers, engaging in conversation to promote products.
  • Demonstrated products to customers, answered questions and redirected concerns to promote merchandise and service sales.

Sales Advisor/Cashier

Hennes & Mauritz ( H & M )
10.2013 - 06.2014
  • Provided customers with excellent direct customers services according to H&M standards, performed cash transactions and handled returns, exchanges and holds on a regular basis. Handled truck deliveries and merchandising. daily customer interactions and customer service.
  • Delivered exceptional customer service, enhancing shopper experiences and fostering brand loyalty.
  • Processed transactions accurately, ensuring efficient checkout operations and cash handling.
  • Trained new staff on product knowledge and customer engagement techniques, promoting a knowledgeable workforce.

Sales Representative and Customer Service

Footlocker,footaction,house of hoops
07.2009 - 08.2013
  • Assist customers by looking for product sizes, promote product, operation on the cash register and inventory systems. Trained to handle layaways, store credits, exchange and check payments. Assisted with choice selection and rapport customer service and organizing the stockroom; helped keep store clean and tidy.

Driver Helper/Package Handler

UNITED PARCEL SERVICE/UPS
10.2011 - 12.2012
  • Stored packages on truck daily; sorted packages to proper locations; unloaded and loaded trailers. Delivered packages on a daily basis to customers. Received money order payments (C.O.D.). Loaded and unloaded packages on hand truck. Assisted driver on his daily route. organized truck communicated with customer on daily basis

Education

Liberal Arts -

Bronx Community College
Bronx, NY
06.2013

general education - undefined

Bayard Rustin Educational Complex
New York, NY
06.2011

Skills

  • Customer Service, active listening, Communication skills, problem solving, Computer Skills, Adaptability, Sales Experience, Time Management, teams excel,photoshop, Technical proficiency, Strong work ethic
  • Upselling and cross selling
  • Data review
  • Relationship building
  • Problem-solving
  • Self motivation

Languages

English, Spanish

Timeline

Level 2 retention specialist

Altice USA/Suddenlink
01.2024 - 05.2025

Retention Specialist/account manager/remote work

Altice USA Optimum
02.2017 - 05.2025

Store Sales Associate/Customer Service Representative

Spectrum/Time Warner Cable
05.2016 - 01.2017

Home Theater Sales Associate

Best Buy
06.2014 - 03.2016

Sales Advisor/Cashier

Hennes & Mauritz ( H & M )
10.2013 - 06.2014

Driver Helper/Package Handler

UNITED PARCEL SERVICE/UPS
10.2011 - 12.2012

Sales Representative and Customer Service

Footlocker,footaction,house of hoops
07.2009 - 08.2013

general education - undefined

Bayard Rustin Educational Complex

Liberal Arts -

Bronx Community College

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Jesus Reyes