Lynnette Elad, Customer Service Professional - Exploring Opportunities to Make an Impact

About

A versatile and driven professional with a strong background in customer service, I am continuously expanding my skill set in areas such as digital marketing, content creation, and search engine optimization. I'm passionate about helping businesses grow by providing exceptional customer experiences and making a positive impact on the world.

Experience

AT&T

Oct 2022 – Present

Houston, TX

Call Center Supervisor – Customer Retention

 Handled escalated customer calls, providing tailored solutions to retain high-value customers and minimize churn.  Reviewed and analyzed call center performance data, pinpointing trends and areas for improvement to optimize processes and drive better customer service outcomes.  Analyzed complex customer cases to identify root causes and implemented effective resolutions, supporting customer retention objectives.  Regularly facilitated team meetings with well-structured presentations, promoting clarity on policy changes and operational updates.

AT&T

Nov 2018 – Oct 2022

Houston, TX

Call Center Customer Service Specialist – Customer Retention

 Managed 700+ customer interactions per month in the customer retention department, resolving concerns and offering personalized solutions to strengthen loyalty and reduce churn in a fast-paced environment.  Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.  Clarified customer issues and determined root cause of problems to resolve product or service complaints.  Provided product recommendations and suggestions that were tailored to customer's wants, interests and needs.

St-Regis hotels

Oct 2013 – Nov 2018

Houston, TX

Hotel Reservations Specialist

 Coordinated and managed reservations for high-profile clients, ensuring seamless booking experiences and adherence to luxury service standards.  Monitored room inventory and availability, optimizing bookings to maximize revenue while accommodating guest preferences.  Resolved escalated guest inquiries and complaints with professionalism, ensuring satisfaction and maintaining the hotel's reputation.to resolve issues with guest rooms.  Ensured compliance with hotel policies and luxury service protocols to uphold the brand's high standards.  Built lasting relationships with repeat guests by delivering tailored experiences and proactive communication.

Education

University of Houston

Jan 2010 – May 2013

Bachelor of Science , Hospitality Management

Lynnette Elad

Customer Service Professional - Exploring Opportunities to Make an Impact

Skills

Languages