Paloma Reyes
Santiago
Summary
Friendly Customer Retention Specialist succeeds in identifying customer needs and utilizing inbound and outbound retention strategies. Professional telephone demeanor with sound knowledge of sales retention. Uses problem resolution and de-escalation techniques effectively. Thorough Customer Retention Specialist with 1 years of experience working in Call Center industry. Committed to providing superb customer service efficiently and courteously. Proficient in processing new accounts and explaining new services and products to interested customers.
Overview
8
8
years of professional experience
Work History
Back office support
Contact Center Dominicana (CCD)
01.2023 - 04.2023
- Adaptable and proficient in learning new concepts quickly and efficiently.
- Resolved problems, improved operations and provided exceptional service.
- Proven ability to learn quickly and adapt to new situations.
- Gained extensive knowledge in data entry, analysis and reporting.
Retention Representative
Support Services Group (SSG)
04.2023 - Current
- Collected and returned unpurchased or returned items to correct shelf locations and arranged displays to promote sales.
- Met customer call guidelines for service levels, handle time and productivity.
- Implemented and developed customer service training processes.
- Recommended, selected and helped locate and obtain out-of-stock product based on customer requests.
Bpo campaign expert, QA and Team lead
Ecco Outsourcing Group
09.2017 - 01.2023
- Designed strategic plan for component development practices to support future projects.
- Evaluated employee skills and knowledge regularly, training, and mentoring individuals with lagging skills.
- Conducted regular progress reviews with individual team members to identify areas for improvement and provide guidance on career development opportunities.
- Served as a role model for the team by demonstrating commitment to excellence, professionalism, and adherence to company values at all times.
Customer Service Representative (Dominican Altice)
United Nearshore Operations (UNO)
01.2016 - 09.2017
- Followed up with customers about resolved issues to maintain high standards of customer service.
Education
Primaria -
Maria Concepcion Gomes Matos
Secundaria -
Gregorio Urbano Gilbert, Lic. Eduardo Brito
Ingles por inmersion -
Mescyt
Skills
- Retention Strategies
- Quality Control
- Product Knowledge
- Customer Relations
- Product and service knowledge
- Problem Resolution
- Calm and Professional Under Pressure
Languages
Español
Ingles
Personal Information
- Date of Birth: 12/25/96
- Marital Status: Soltera
References
- Jesus De Leon, Ecco, +1 (809) 583-1171
- Carlos Suero, CCD, +1 (809) 337-6300
Timeline
Retention Representative
Support Services Group (SSG)
04.2023 - Current
Back office support
Contact Center Dominicana (CCD)
01.2023 - 04.2023
Bpo campaign expert, QA and Team lead
Ecco Outsourcing Group
09.2017 - 01.2023
Customer Service Representative (Dominican Altice)
United Nearshore Operations (UNO)
01.2016 - 09.2017
Primaria -
Maria Concepcion Gomes Matos
Secundaria -
Gregorio Urbano Gilbert, Lic. Eduardo Brito
Ingles por inmersion -
Mescyt