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Lynnette Elad

Customer Service Professional - Exploring Opportunities to Make an Impact

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Intro
Houston, TX, United States
Call Center Supervisor – Customer Retention at AT&T
Studied Hospitality Management at University of Houston
Joined January 21, 2025

Skills

Languages

English
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Native or Bilingual
Japanese
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Basic
Spanish
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Basic
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
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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.
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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.
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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
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University of Houston
Jan 2010 – May 2013
Bachelor of Science , Hospitality Management
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