Esmerlin Paulino Montero
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RETENTION & CUSTOMER SERVICE REPRESENTATIVE
Motivated and results-driven professional with 10 years of experience in customer service. Skilled in handling
inquiries, resolving issues, and ensuring customer satisfaction. Demonstrates strong communication,
problem-solving, and interpersonal skills, with a track record of exceeding performance targets. Proficient in
CRM systems and dedicated to continuous improvement.
KEY COMPETENCIES
Effective Communication
Retention/Sales Strategies
CRM Software Management
Performance Metrics Tracking
Conflict Resolution
Handling Difficult Situations
Strong Interpersonal Skills
Proactive and Self-motivated
Exceptional Organizational Skills
PROFESSIONAL EXPERIENCE
Yahoo!/AOL
Mar 2022 - Jul 2024
Retention, Tech Support & Customer Service Representative
In two years at Yahoo!/AOL, I enhanced customer satisfaction and retention through tailored support and
efficient issue resolution. I tackled a variety of technical problems and consistently achieved high satisfaction
ratings, sharpening my problem-solving skills and deepening my understanding of customer needs. This role
has sharpened my problem-solving skills and deepened my understanding of customer needs, making me
confident in my ability to drive positive results.
Union Comercial Consolidada
Dec 2016 - Jan 2021
Sales & Customer Service Representative
Over four years, I excelled in sales and customer service by understanding customer needs, boosting sales,
and resolving issues efficiently. My deep product knowledge and focus on customer satisfaction led to
strong relationships and high retention rates.
MKT Global
Jul 2014 - Dec 2016
Customer Service Representative
I’ve provided excellent customer service by addressing inquiries and resolving issues efficiently. My role
involved managing client interactions, ensuring timely responses, and maintaining high satisfaction levels.
This experience has strengthened my communication skills and problem-solving abilities.
EDUCATION & CERTIFICATIONS
EXTRACURRICULAR ACTIVITIES
High School degree
Liceo Vespertino Ema Balaguer
Leader Staff & Bartender
VIP Entertaiment
Computer Science
O&M University
