Customer Retention Specialist

I’m a detail-oriented, highly organized, customer-forward professional with over 8 years of experience in customer service roles. Throughout my career, I have developed strong communication and problem-solving abilities, enabling me to effectively handle complex situations in high-pressure work environments. I am self-motivated, self-taught, and a fast learner, always eager to improve and adapt.

I worked for a year with existing customers assessing situations that could lead to rescission as well as cancellation requests. I provided tailored solutions to their particular issues to maintain excellent customer satisfaction, effectively de-escalating and negotiating with clients to continue with us. I collaborated closely with my team to increase the customer retention index.

Starting at Arrivia as a travel advisor, I helped existing members map out and plan their family and business trips. I was a leader in sales, assisting with booking flights, hotels, resorts, cruises, and car rentals. Later, I worked in account management for a year, upgrading and upselling existing members to the travel programs we offered, consistently exceeding goals and expectations.

I also spent four years in the finance department, managing billing, collections, and ongoing travel expenses. My experience in finance has strengthened my analytical skills and attention to detail.

In addition to my customer service and finance expertise, I have pursued education in project management through Coursera, learning to create project documentation and use tools such as Asana and Jira. I am familiar with Agile project management and the Scrum framework.

My technical skills include Python, Fortran, C++, Tableau, Excel, PowerPoint, Power BI, SQL, and data science concepts. I completed a data science bootcamp focused on big data visualization, classification, and transforming data into value-generating opportunities using probabilistic models.

Outside of my professional career, I have been involved in cultural management and talent agency work, organizing events and exhibitions to support Latin American artists and local creatives. These experiences have enhanced my organizational and promotional skills.