Leon Paz

Managed a high volume of inbound and outbound calls, averaging 100-300 daily, to engage with existing and potential customers. Re-engaged lapsed customers by working through leads, successfully reinstating accounts and fostering customer loyalty.

Called prospective leads and qualified which leads to pursue, guiding clients through the early stages of the sale. Moved leads through the pipeline, setting up sales qualified appointments and building relationships with prospective clients.

Upsold customers calling in for ADT security protection for their homes and prevented customers from cancelling services. Utilized Salesforce Lightning to navigate and assist customers with their needs.

Contacted existing customers for feedback and sold additional products, placing orders using NetSuite and Shopping Cart. Analyzed customer accounts to determine leads and better pricing structures.

Interacted with customers to provide and process information in response to inquiries, concerns, and requests about product support and subscription-based services via phone, chat, and email. Discovered the root cause of problems by technically troubleshooting software issues to identify the action required to resolve customer concerns.

Assisted representatives with questions about customer accounts and product information, resolving problems for customers who were not satisfied with their first call. Monitored phone calls for quality control purposes and processed refunds, re-shipments, and exchanges of products.

Answered inbound calls from Vivint Smart Home customers and employees, acting as an advocate for customers and creating peace of mind. Provided personalized solutions and accurately documented and updated records in required systems.

Handled inbound customer service calls for Comcast, assisting customers with technical issues regarding television, internet, and phones. Updated customer accounts regarding issues and upsold to better services.

Completed high school education at Central Valley High School.