Julayda Saldaña

• Respond to and process high volumes of inbound and outbound calls, emails, tickets, and chats, maintaining a 100% resolution rate for customer service requests.
• Execute customer retention strategies by managing public-facing reviews on Google, Yelp, and Referrizer, turning negative feedback into service recovery opportunities.

• Manages brand’s presence across diverse platforms such as LinkedIn, Reddit, Discord, Product Hunt, Telegram, Instagram, Twitter & Facebook through content creation and audience engagement.
• Project-based

• Top Team Leader for years
• Process and monitor team performance metrics to meet strict call center operations KPI targets, achieving a 95% success rate in service delivery and customer satisfaction.
• Retain top-tier performance status as Team Leader for multiple consecutive years, consistently exceeding targets in a high-growth fast-paced environment.
• Make critical decisions regarding team scaling and recruitment, managing end-to-end pipelines to support rapid customer acquisition and volume growth.

• Handled customer escalations by taking over calls from agents when customers requested a supervisor, and worked with supervisors to address development needs and ensure professional service delivery
• Retain high-risk customers by resolving complex escalations, applying deep policy comprehension to address service disputes and account issues.

• Top Agent/Performer
• Respond to high volumes of inbound calls and chats, managing billing updates and policy service changes for a diverse customer base.
• Drive customer retention through effective troubleshooting of technical issues and proactive management of service requests.

• Process technical knowledge gaps within call center operations, ensuring all agents maintained 100% compliance with complex policy and technical requirements

Make strategic product recommendations and manage account relationships to drive sales and customer retention in a high-volume retail environment.