JUJilika User
@jilikauser
Customer service leader driving retention, satisfaction, and revenue growth.
United StatesWhat I'm looking for
I am a proven customer service and retention specialist with over 15 years of experience across telecommunications, healthcare, and consumer services.
I consistently exceed KPIs by resolving escalations with empathy and professionalism, while leveraging CRM, SAP, IDA, and CAP systems to maximize efficiency and outcomes.
I have led teams, mentored staff, and driven sales growth through cross-selling and upselling initiatives, including work as a team lead and sales business owner.
I bring strong conflict-resolution skills, stakeholder communication, and a commitment to service excellence, complemented by leadership roles in community and sales organizations.
Experience
Work history, roles, and key accomplishments
Retention Specialist
Echostar
Jan 2023 - Present (2 years 8 months)
Retain customers and resolve escalations through empathy and problem-solving while cross-selling Boost Mobile products to increase loyalty and revenue; maximize efficiency using CRM, SAP, IDA, and CAP systems.
Customer Care Specialist
Amplity Health
Jan 2018 - Dec 2023 (5 years 11 months)
Delivered pharmaceutical customer support under Novartis contract, processing adverse events and technical complaints with accuracy and compliance while consistently surpassing KPIs.
Retention Specialist
Cablevision
Jan 2012 - Dec 2018 (6 years 11 months)
Exceeded retention goals through upselling, cross-selling, and conflict resolution; mentored team members and served as liaison for marketing initiatives to improve customer loyalty.
Customer Service Associate
Swatch Group US
Jan 2010 - Dec 2012 (2 years 11 months)
Guided clients through luxury watch repair and international logistics, ensuring high-touch service and timely resolution of customer inquiries.
VEBusiness Sales & Billing Specialist
Verizon
Jan 2006 - Dec 2009 (3 years 11 months)
Optimized billing accuracy and partnered with repair teams to resolve service disruptions, achieving 100% yearly objectives and maintaining client satisfaction.
Education
Degrees, certifications, and relevant coursework
College of New Rochelle
Bachelor's in Communication, Communication
Activities and societies: Leadership roles in sales team and church youth programs; podcasting and event planning
Pursuing a Bachelor’s degree in Communication; studies in progress with focus on communication principles and leadership.
Tech stack
Software and tools used professionally
Availability
Location
United StatesAuthorized to work in
Job categories
Interested in hiring Jilika?
You can contact Jilika and 90k+ other talented remote workers on Himalayas.
Message JilikaFind your dream job
Sign up now and join over 100,000 remote workers who receive personalized job alerts, curated job matches, and more for free!
