Customer Retention Specialist

Jan 2022 - Jan 2026

Managed 20+ customer interactions daily delivering efficient and professional support. Resolved customer concerns and provided tailored solutions to improve satisfaction and retention. Maintained strong knowledge of products, services, and account management processes. Identified customer needs and recommended suitable retention and upselling opportunities.

Facebook SMB Online Ads Support

Jan 2021 - Jan 2022

Provided post-sales support and troubleshooting assistance to B2B clients via email, phone, and chat. Delivered consultative support to advertising customers to optimize campaign performance. Analyzed customer and campaign data to improve user experience and maximize ROI. Collected client and partner feedback to support product enhancements and service improvements.

Customer Service Specialist

Jan 2017 - Jan 2020

Managed 20+ daily customer interactions providing detailed support. Acted as T-Voice representative escalating system tool concerns. Maintained expert knowledge of products and services. Assisted customers with billing concerns, service issues, and retention offers. Recommended suitable products and service upgrades based on customer needs.