Juan Andres

I specifically worked in the retention team at Optimum Mobile, handling customer calls to resolve billing and service concerns. Retained accounts by troubleshooting issues, offering tailored plan solutions, and educating customers on service benefits. I was able to consistently met retention targets, maintaining around 60% customer retention during my time there

When I was working at Amazon Logistics, I provided support to both drivers and customers through calls and chats (and some emails). My role involved troubleshooting technical and delivery issues, assisting with tracking and rescheduling, and ensuring timely and successful deliveries. I also guided new drivers on how to use Amazon’s systems and adopt best practices, which improved delivery performance and the overall customer experience

In Cash App, I supported customers through calls by resolving account, payment, and security concerns. I also guided users on how to navigate and use the app effectively, helping to build trust and confidence in the platform. I not only focused on resolving immediate issues but also on educating customers for a smoother and better experience in the future

At PPL Electric, I assisted customers with billing, service, and account-related inquiries over calls. I guided them through troubleshooting steps for outages or meter issues, while also providing clear explanations of payment options and account management. My goal was to make each interaction simple and reassuring, ensuring customers felt supported and informed, specially because some of them were in debt or needed to be informed for public utility commission issues or connected with energy assistance programs

At Goodyear, I worked closely with installation partners, ensuring smooth coordination between them and customers scheduling tire services (while also ensuring warehouses are well coordinated with the shops). I educated partners on the importance of confirming appointments and following best practices, which improved scheduling efficiency and customer satisfaction. I also handled customer inquiries to resolve issues and maintain a positive service experience.