Cliff John Dela Calzada

Experience

• 

  SiriusXM

  Nov 2018 - Dec 2019

  Retention Specialist

  -Championed customer retention by resolving inquiries and concerns with a positive and solutions-oriented approach. Effectively utilized a deep understanding of SiriusXM services and packages to tailor solutions that addressed individual subscriber needs.-Achieved an 82% customer retention rate by proactively identifying potential churn risks and implementing targeted retention strategies, such as plan upgrades, exclusive offers, and personalized recommendations.-Demonstrated exceptional communication and negotiation skills, exceeding customer expectations and fostering long-term brand loyalty.-Leveraged strong analytical capabilities to identify trends in cancellation reasons, collaborating with marketing and product teams to develop and implement strategic retention initiatives. Show less

• 

  JobTarget

  Jan 2022 - now

  - Resolving complex technical inquiries escalated from the Triage Team, leveraging expertise in RecruitSites products (via Swagger UI) and CBS products (Core API, Jobs API, Posting Reference API) on JIRA. Utilizing a diverse technical toolkit (MongoDB, MySQL, Datadog, Postman, Sendgrid) to deliver comprehensive solutions and ensure customer satisfaction.- Providing training to junior-level support specialists on Apply Systems.- Utilizing Postman for application resubmission- Investigating flagged applications to ensure the accurate identification of potential issues.- Monitoring the Click2Apply Dashboard on Datadog for potential problems and proactively flagging them to developers or product managers, preventing disruptions and ensuring system stability.- Handling internal requests from various departments and department heads, fostering seamless communication and collaboration across the organization effectively.- I merged as the Apply Systems Subject Matter Expert within the team, providing valuable guidance and solutions to colleagues. Show less - Leveraged technical expertise to resolve complex customer inquiries escalated from the Triage Team. Utilized a diverse toolkit including MongoDB, MySQL, Datadog, Postman, and Sendgrid for in-depth investigation and solution delivery.- Championed proactive problem-solving by monitoring Datadog logs for potential issues. Identified trends and preemptively reported potential errors to Product Managers and Developers for deeper analysis, preventing disruptions to customer workflows.- Demonstrated strong technical acumen by diagnosing and resolving a wide range of application system issues, ensuring optimal user experience. Show less - Resolved complex inquiries and technical issues for JobTarget clients, leveraging in-depth platform knowledge. Utilized a diverse toolkit including LiveChat for real-time support, Salesforce for comprehensive client management, JIRA for issue tracking, and ClickUp for efficient task management, ensuring client satisfaction and efficient resolution.- Provided exceptional training and support via various channels, maximizing client platform utilization and achieving optimal results.- Monitored client activity and system performance through JobTarget dashboards to identify potential issues before they impact workflows. Reported findings to development or product teams using JIRA for preventative action.- Acted as a central point of contact for clients using LiveChat and other channels, fostering strong relationships, addressing concerns efficiently, and maintaining a positive client experience. Show less

  • Project Manager - Apply Systems

    Oct 2024 - now

  • Apply Systems Specialist - Mid Level

    May 2024 - Oct 2024

  • Apply Systems Specialist

    Apr 2023 - May 2024

  • Client Support Specialist

    Jan 2022 - Apr 2023