RACQUEL HILARIO
Teresa, Province Of Rizal,RIZ
Summary
Dynamic Retention Specialist with a proven track record at Quantrics Enterprises, enhancing customer loyalty through tailored initiatives and effective upselling strategies. Skilled in documentation and customer relations, I consistently exceeded satisfaction metrics, fostering long-term relationships and driving retention rates upward. Adept at navigating high-pressure situations with professionalism and empathy.
Overview
16
16
years of professional experience
Work History
Retention Specialist
Quantrics Enterprises
09.2024 - Current
- Streamlined feedback collection process, enabling more efficient analysis and response to customer concerns.
- Tailored retention initiatives to diverse customer segments, recognizing and addressing specific expectations and requirements.
- Increased customer retention rates by developing and implementing effective loyalty strategies.
- Collaborated with sales and marketing teams to develop targeted campaigns for customer segments.
Customer Service Representative
Concentrix
06.2023 - 06.2024
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
Technical Support Representative
Sitel
11.2022 - 04.2023
- Resolved complex technical problems through effective troubleshooting techniques, enhancing the user experience.
- Managed challenging customer situations with diplomacy and professionalism, often turning negative experiences into positive outcomes.
- Boosted first-call resolution rates with efficient problem-solving skills and deep product knowledge.
- Managed high levels of call flow and responded to technical support needs.
Customer Resolution Specialist
Alorica
08.2017 - 07.2022
- Maintained detailed records of interactions with customers, ensuring all data was captured accurately for future reference and analysis.
- Proactively followed up with customers post-resolution, ensuring their ongoing satisfaction and cultivating valuable long-term relationships.
- Received recognition from management for consistently exceeding performance targets related to customer satisfaction metrics.
- Leveraged strong negotiation skills to reach mutually beneficial solutions for both the company and its customers.
Radio Operator
Mustang Security Services
11.2009 - 04.2017
- Supported mission success by consistently monitoring multiple channels for any relevant updates or communications from other units or agencies involved in the operation.
- Provided vital situational updates to commanders by relaying real-time information from field operatives during operations.
- Troubleshot technical issues promptly, preventing delays or interruptions in crucial communications during high-stakes operations.
- Contributed to a safe working environment by adhering to safety guidelines when handling potentially hazardous materials related to radio equipment.
Education
Bachelor of Science - Education
University of Eastern Phillipines
Northern Samar04-2007
Skills
- Customer relations
- Documentation skills
- Documentation
- Upselling and cross selling
Timeline
Retention Specialist
Quantrics Enterprises
09.2024 - Current
Customer Service Representative
Concentrix
06.2023 - 06.2024
Technical Support Representative
Sitel
11.2022 - 04.2023
Customer Resolution Specialist
Alorica
08.2017 - 07.2022
Radio Operator
Mustang Security Services
11.2009 - 04.2017
Bachelor of Science - Education
University of Eastern Phillipines