Customer Service Retention

Irlyn Balbi

n Bronx, NY n 646-***-**** )n *********@*****.***

Bilingual: English & Spanish

Professional Summary

Customer-focused Account Representative and Retention Specialist with 4+ years of experience in insurance and client services. Proven track record in increasing customer retention, resolving complex inquiries, and building long-term relationships. Skilled in sales techniques, personalized solutions, and data-driven strategies to improve customer satisfaction. Core Skills

• Customer Retention & Relationship Building

• Sales & Persuasion Techniques

• Data Analysis & Offer Development

• Documentation & Compliance

• Team Leadership & Training

Professional Experience

State Farm – Virginia

Retention Specialist May 2021 – Present

• Manage high-volume inbound and outbound client communications with professionalism and efficiency.

• Consistently achieve customer retention goals through tailored solutions and follow-up strategies.

• Recognized for delivering outstanding customer service in a fast-paced, high-pressure environment.

• Assist clients with policy renewals, cross-selling insurance products, and resolving escalated issues.

&Pizza; – New York, NY

Team Lead Sept 2019 – Apr 2021

• Supervised and trained staff, ensuring adherence to company policies and customer service standards.

• Delegated tasks effectively, improving team efficiency and productivity.

• Supported management with scheduling, performance reviews, and daily operations. Dutches Cookies – New York, NY

Manager Mar 2018 – Aug 2019

• Oversaw daily operations of a small business, including merchandising and inventory management.

• Implemented strategies to improve customer experience and increase repeat business.

• Maintained financial oversight of sales, cash handling, and expense control. Education

Hostos Community College – Bronx, NY

Early Childhood Education 2011 – 2014

Washington Irving High School – New York, NY

Advanced Regents Diploma in Information Technology 2009 Licenses & Certifications

• Personal Lines Insurance License

• Life Insurance License

Languages

Spanish: Native/Bilingual

English: Fluent

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