Retention Specialist / Senior Tech support / Customer Service / Virtual Assistant

Looking to elevate your customer experience and keep clients coming back? Let’s make it happen, service, support, and satisfaction are what I do best! ?????
Client-focused and results-driven professional with 9+ years of experience in customer service, client retention, technical support, and operations. Proven ability to manage client relationships, resolve complex issues, and drive customer satisfaction across diverse industries including BPO, tech, wellness, and property management. Adept at leading support teams, reducing churn, and delivering seamless customer journeys using tools like Zendesk and Freshdesk.
Core Competencies:? Customer Retention & Loyalty? Tier 1–3 Technical Support? Studio & Operations Management? CRM & Ticketing Systems (Zendesk, Freshdesk)? Cross-Functional Collaboration? Escalation & Objection Handling? Team Training & Mentorship? Process Improvement & Client Experience? Financial report
Professional Highlights
Boosted Client Retention: Led retention strategies as a Senior Retention Specialist, reducing churn by handling high-risk accounts with personalized outreach and issue resolution.
Exceptional Customer Support: Delivered responsive and empathetic support across phone, chat, and email — consistently exceeding satisfaction KPIs.
Technical Expertise: Resolved Tier 1 to Tier 3 technical concerns involving software, hardware, and user accounts, ensuring first-contact resolution when possible.
Studio Management: Oversaw day-to-day operations, staff scheduling, client appointments, and front-desk service in a busy studio environment, ensuring top-tier service.
Team Leadership: Mentored junior agents and support reps, introducing best practices in communication, retention techniques, and service recovery.
Efficient Systems Use: Maximized the use of CRM platforms for tracking support interactions, spotting trends, and proposing customer-centric improvements.
Cross-Department Collaboration: Partnered with internal teams (billing, tech, operations) to resolve customer pain points and improve overall service delivery.