CAD (SOLID WORKS)& MICROSOFT PACKAGE
Stefano Vazquez Calderon
Salvatierra, Guanajuato
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
7
7
years of professional experience
Work History
Retention Specialist
Cox Communications
02.2023 - 12.2023
- Reduced churn rates by identifying at-risk customers and crafting personalized retention plans.
- Utilized advanced skills in solving problems and making accurate decisions to implement strategies that brought about immediate results.
- Collected and analyzed information to monitor compliance outcomes and identify and address trends of non-compliant behavior.
- 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.
- Reported issues and recognized development areas to eliminate repeat occurrences.
- Evaluated current customer retention strategies and recommended improvements.
- Identified changing customer needs and adapted service strategies to meet them.
- Delivered exceptional service standards, resolving issues promptly and maintaining open lines of communication with clients.
- Analyzed customer data to identify trends, providing valuable insights for retention initiatives.
- Negotiated contract renewals, securing continued business partnerships with satisfied clients.
- Gathered feedback from departing customers to identify areas for improvement in products or services offered.
- Demonstrated respect, friendliness and willingness to help wherever needed.
- Managed approximately 30 incoming calls per day from customers.
Account Representative
Oportun
02.2018 - 03.2019
- Collaborated with internal teams to develop tailored solutions for key accounts, fostering long-term partnerships.
- Retained high-value clients by providing exceptional support and personalized service.
- Trained new employees on customer service, money handling and organizing strategies for collections specialty team.
- Identified possible at-risk accounts enabling preemptive intervention measures before any loss or dissatisfaction occurred.
- Assisted clients in navigating complex financial and legal processes to reduce risks.
- Provided training for new Account Representatives, sharing best practices for client engagement and retention.
- Selected correct products based on customer needs, product specifications and applicable regulations.
- Interpreted financial data to identify trends and opportunities.
- Performed effectively in self-directed work environment, managing day-to-day operations and decisions.
- Analyzed sales data to identify trends and areas for improvement in account management strategies.
- Achieved or exceeded company-defined sales quotas.
- Set and achieved company defined sales goals.
- Excellent communication skills, both verbal and written.
- Proven ability to learn quickly and adapt to new situations.
- Demonstrated a high level of initiative and creativity while tackling difficult tasks.
- Managed approximately 70 inbound and outbound calls per day from customers.
English Teacher
Hirotec Tooling
08.2016 - 08.2017
- Collaborated with colleagues to develop interdisciplinary curriculum, resulting in enriched learning experiences for engineers.
- Assessed and evaluated student performance through use of standardized testing.
- Assessed student progress and provided feedback to improve performance and establish academic success.
- Monitored student progress and provided feedback to both students and company
- teaching focused on the concept business to business and engineering vocabulary
- Managed approximately 10 adult students per course
Education
Bachelor of Science - Aeronautical Engineering
Instituto Politécnico Nacional
Silao, Guanajuato, Mexico08.2025
Skills
- Financial Analysis
- Customer Retention Strategies
- Data Analysis
- Fluent in english and spanish
- Microsoft Office
Software
Languages
English
Bilingual or Proficient (C2)
German
Elementary (A2)
Timeline
Retention Specialist
Cox Communications
02.2023 - 12.2023
Account Representative
Oportun
02.2018 - 03.2019
English Teacher
Hirotec Tooling
08.2016 - 08.2017
Bachelor of Science - Aeronautical Engineering
Instituto Politécnico Nacional
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