Leslie Xcaret Gutierrez Muñoz
Retention Specialist
León
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.
Overview
5
5
years of professional experience
2
2
Languages
Work History
Retention Specialist
Debt Freedom Attorneys
01.2024 - Current
- Analyzed customer behavior and data to identify trends and develop customer retention strategies.
- Handled escalated customer complaints professionally, de-escalating situations while finding mutually beneficial resolutions.
- Developed strong relationships with key accounts, ensuring ongoing satisfaction and long-term commitment.
- Built constructive customer relationships to improve loyalty and recommendations.
- Coordinated with sales teams to develop targeted promotions aimed at retaining high-value customers effectively.
- Provided exceptional support for new customers, ensuring seamless onboarding experiences.
- Educated customers about billing, payment processing and support policies and procedures.
Acquisition Specialist
Buffalo Brick And Mortar
02.2023 - 12.2023
- Achieved daily call quotas by diligently managing time and prioritizing tasks for maximum efficiency.
- Sourced and pre-qualified leads and identified new business opportunities by dialing [250] daily outbound calls to build partnerships and achieve sales quota.
- Maintained detailed records of calls, outcomes, and follow-up actions for accurate reporting and analysis purposes.
- Built rapport with prospects, leading to a higher rate of successful follow-up conversations and closed deals.
- Contributed to team sales goals by persistently reaching out to potential clients and setting appointments with qualified leads.
- Answered calls, took messages, and transferred calls to correct individuals.
- Asked pertinent questions to understand customer requirements.
- Recorded contact information of customers and potential customers in internal database.
- Conducted database research to identify potential leads and determine contact information.
- Set up appointments with interested customers according to schedule availability.
Debt Recovery Specialist
American Debt Relief
09.2019 - 01.2023
- Worked in call center environment handling manual and automatically dialed outbound calls.
- Followed all company policies and procedures to deliver quality work.
- Worked closely with clients facing bankruptcy proceedings, guiding them through available options for addressing their financial challenges without resorting to legal action.
- Increased client satisfaction levels through personalized debt management plans and ongoing support.
- Improved client retention rates through consistent follow-up and timely resolution of issues.
- Provided exceptional customer service while maintaining strict adherence to regulatory guidelines and ethical standards within the field of debt management.
- Collaborated with other financial specialists to develop customized solutions for clients struggling with debt repayment.
- Assisted clients in negotiating settlements with creditors, leading to mutually beneficial resolutions and reduced financial strain.
- Implemented innovative tactics in collecting outstanding debts, resulting in increased revenue generation for the company.
- Conducted thorough credit analysis to identify potential risks and determine appropriate course of action for each client.
- Assisted clients with filing for bankruptcy and other debt-relief options.
- Answered over 300 customer communications per day via telephone, email and web chat.
Education
High School Diploma -
SABES Mision De La LUZ
León, Guanajuato, Mexico 05.2001 -
Skills
Customer Retention Strategies
Customer Relations
Upselling and Cross Selling
Cross-Functional Communication
CRM software proficiency
Report Preparation
Problem-Solving
Problem-solving abilities
Multitasking
Excellent Communication
Adaptability and Flexibility
Team Collaboration
Organizational Skills
Timeline
Retention Specialist
Debt Freedom Attorneys
01.2024 - Current
Acquisition Specialist
Buffalo Brick And Mortar
02.2023 - 12.2023
Debt Recovery Specialist
American Debt Relief
09.2019 - 01.2023
High School Diploma -
SABES Mision De La LUZ
05.2001 -
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