Irvin Vazquez

In my time here, I worked with the Growth team, focusing on large corporate accounts, doing the following tasks.

• Analyzed customer feedback to identify areas for improvement, leading to enhanced product offerings.
• Assisted customers with onboarding and product setup to foster successful adoption and usage.
• Own the account strategy for engagement, adoption, and success planning
• Manage and curate existing customer relationships, leveraging strong executive relationships, to drive business growth, customer value, satisfaction, and retention within the assigned accounts.
• Conducted regular account reviews to assess progress and strategize future growth opportunities for clients.
• Help to understand the customers' needs, develop and establish new business relationships, and provide thought leadership to influence and build trust at different customer levels, including senior/executive management, IT decision makers, all leading to increased customer satisfaction and further expansion opportunities.
• Continuous improvement in usage rates of Thomson Reuters products and features among assigned accounts.
• Generate leads for the Sales Teams.
• Managed a portfolio of 90 key accounts, maintaining strong relationships and ensuring high levels of satisfaction.

In my time here, I was in charge of the Zendesk implementation and development. I was also part of the Expansion team to Brazil. I was in charge of developing and creating all the CX communication operations globally. As well, I was part of the product team and worked alongside all the different areas to find better solutions for our customer needs.

• Implementing business rules (Triggers, Automations, and SLAs).
• Creating macros to increase agent productivity.
• Creating custom ticket fields and tags to fit unique needs.
• Managed full product lifecycle, from ideation through post-launch support, ensuring consistent quality control measures were in place.
• Organizing ticket flow from multiple support channels to multiple agent groups.
• Organizing views based on agent and management needs.
• Coordinated project planning and execution with team members and team leads.
• Adding and organizing agents, administrators, and end users.
• Building reporting dashboards.
• Creating a chat bot using Zendesk Flow Builder.
• Manage the Guesty Platform. Create ways to improve our communication experience for our guests.
• Testing out any new systems and Ideas, Daily Reports for bugs, Work on integrations between systems.
• JIRA
• Slack
• Continuously monitored customer feedback channels after launch to gather insightful data for future iterations or updates.

In my time here I was in charge of working closely to Time share users, by helping grow their account by:

• Tourism
• Negotiated prices, terms of sale and service agreements.
• Utilized strong analytical skills to track sales performance, making adjustments as needed to meet targets.
• Implemented effective sales strategies to expand market share within the assigned territory.
• Participated in ongoing professional development activities to stay current on industry trends and best practices.
• Streamlined booking processes for increased efficiency, implementing a user-friendly online reservation system.
• Enhanced travel experience for clients by researching and recommending unique destinations and activities.
• Provided customers with best deals and well-researched travel options, successfully negotiating rates while improving customer satisfaction ratings.

In my time here I worked on the Sales Team with Reliant energy

• Achieved sales goals and service targets by cultivating and securing new customer relationships.
• Boosted sales revenue by cultivating strong client relationships and implementing effective sales strategies.
• Delivered exceptional customer service, resulting in a high percentage of repeat business and client referrals.
• Demonstrated expert product knowledge during client interactions, addressing questions/concerns confidently and offering solutions tailored specifically for them.
• Analyzed sales data regularly to monitor progress towards goals and make necessary adjustments to strategy as needed.
• Researched sales opportunities and possible leads to exceed sales goals and increase profits.
• Developed key partnerships, resulting in increased lead generation and cross-selling opportunities.

• Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
• Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
• Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
• Responded to customer requests for products, services, and company information.
• Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
• Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
• Developed strong product knowledge to provide informed recommendations based on individual customer needs.
• Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.