Patricia Anne Velasco
Customer Service Representative & Retention Specialist
Olongapo City, Province Of Zambales,ZMB
Summary
Results-driven retention leader with a proven track record in customer segmentation and retention marketing. Skilled in CRM software and creating actionable reports to enhance customer satisfaction.
Overview
4
4
years of professional experience
Work History
Sales and Marketing Representative
Great Supreme Trucks And Equipment
10.2022 - 08.2023
- Boosted sales revenue by implementing effective marketing strategies and building strong client relationships.
- Built local sales and marketing plan for each targeted district within defined territory.
- Followed through with leads to close sales over phone, in office and during external consumer engagements.
- Consistently met or exceeded monthly quotas by adopting a proactive approach to lead generation, relationship management, and closing deals.
- Delivered engaging product demonstrations to prospective clients, showcasing features and benefits that aligned with their requirements.
- Participated in skills development initiatives to promote team competence and success.
Customer Service Representative
Buwelo an Exactstar Company
10.2023 - 02.2025
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Responded to customer requests for products, services, and company information.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
- Collaborated with team members to develop best practices for consistent customer service delivery.
Retention Leader
Buwelo an Exactstar Company
02.2025 - 05.2026
- Regularly reviewed and updated retention policies (CSAT data) to ensure alignment with company objectives and evolving market conditions.
- Created custom reports for tracking CSAT scores related to customer retention, ensuring continuous improvement efforts were informed by relevant data.
- Established feedback loops with customers, enabling timely identification of potential issues and swift corrective actions when necessary.
- Enhanced overall customer experience by closely monitoring satisfaction metrics and initiating proactive measures to address concerns.
- Led training sessions for representatives on best practices in customer service, contributing significantly to an improved company-wide focus on client satisfaction.
- Motivated employees through special events, incentive programs, and constructive feedback.
Education
Under Graduate - Bachelor of Science in Hospitality Management
Kolehiyo Ng Subic
Subic, Zambales 04.2001 -
Skills
Computer Literate
Problem-Solving
Patience and Emotional Resilience
Time Management and Multitasking
Active Listening
Retention marketing
Customer segmentation
CRM Software Proficiency
Product Knowledge
Reporting and Feedback Loops
Accomplishments
- Promoted to Retention Specialist based on consistent high performance; specialized in the review and analysis of Dissatisfaction (DSAT) calls to identify root causes and implement recovery strategies to restore customer trust.
- Awarded Top Performer of the Year (2024) for demonstrating exceptional service quality and achieving key performance indicators (KPIs).
- Maintained a consistent record as the Team Top Performer every month since tenure began as a Customer Service Representative, reflecting a high level of dedication and excellence in customer engagement.
Timeline
Retention Leader
Buwelo an Exactstar Company
02.2025 - 05.2026
Customer Service Representative
Buwelo an Exactstar Company
10.2023 - 02.2025
Sales and Marketing Representative
Great Supreme Trucks And Equipment
10.2022 - 08.2023
Under Graduate - Bachelor of Science in Hospitality Management
Kolehiyo Ng Subic
04.2001 -