Leonel Nuñez

Sr Customer RetentionAgent

Varsity Tutors

Feb 2024 - Current (2 years 3 months)

Managed client records to ensure proper follow-up, facilitating effective communication and relationship building. Engaged with customers through messaging apps to schedule appointments for their classes, provide detailed information about their subscriptions, and ensure their needs were met. Additionally, incorporated wellness principles into customer interactions to enhance overall client satisfaction and retention.

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CustomerCareAgent

Hansen Technologies

Jun 2023 - Jan 2024 (8 months)

As a Customer Care Agent, I was responsible for answering incoming calls from clients, managing registrations and cancellations of services, and responding to emails in a timely manner. I also performed various back-office tasks to support overall operations. Additionally, I utilized messaging apps to communicate effectively with customers, providing them with updates on their gas bills and offering onboarding assistance to explain the full scope of our services and the company’s mission. My role required a strong focus on customer wellness and care, ensuring that clients felt supported and informed throughout their experience.

CustomerService

Activo Contact Center

Dec 2019 - Jun 2023 (3 years 7 months)

Conducted satisfaction surveys to collect customer feedback, ensuring a comprehensive understanding of client needs and preferences. Managed customer inquiries through various channels, including calls and chats, assisting them with their cable and internet bills, and providing troubleshooting support for service issues. This role required effective communication and problem-solving skills, as well as the ability to escalate issues appropriately when necessary. Additionally, while messaging apps, wellness, and patient care may not seem directly relevant, they highlight the importance of maintaining clear communication and a customer-centric approach in all interactions, ultimately enhancing customer satisfaction and service quality.

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CommunityManager

Popstore Arg

Jan 2019 - Jan 2021 (2 years 1 month)

Create and publish attractive content on the company's social networks. Interact with the audience by responding to comments, messages.

Cadet

FEFER Media

Mar 2018 - Sep 2018 (7 months)

Perform cadetship, delivering documents. Attend telephone reception. Carry out banking procedures. Manage collections and payments. Perform messaging tasks. Execute various administrative tasks.

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