customer retention representative resume example with 20+ years of experience

Jessica Claire
  • , , 609 Johnson Ave., 49204, Tulsa, OK 100 Montgomery St. 10th Floor
  • Home: (555) 432-1000
  • Cell:
  • :

Tenatious, personable, and persuasive Customer Service Representative with extensive experience in the telecommunications industry. Solid team player with upbeat, positive attitude and proven skill in establishing rapport with customers. Motivated to maintain customer satisfaction and contribute to company success. Articulate, enthusiastic and results-oriented with demonstrated passion for building relationships, cultivating partnerships and growing businesses. Eager to apply 13 years experience with the Cox Communications family and the commitment to creating meaningful moments of human connection through broadband applications and services.

  • Persuasive selling
  • Excellent communication skills
  • Knowledge of sales retention
  • Conflict de-escalation
  • Inbound phone call management
  • Active listening
  • Discovery
  • Multitasking
  • Computer skills
  • Relationship selling
  • Objection handling
  • Experienced in Cox ICE and ICOMS platforms
  • Time management
  • Adaptability
  • Strategy development
  • Team member motivation
  • Cross-functional collaboration
  • Technologically savvy
  • Project management abilities
  • High-energy attitude
  • Fluency in both English and Spanish
Customer Retention Representative, 10/2020 to 03/2021
Cox EnterprisesBurlington, IA,
  • Promoted customer retention by building report and using exceptional interpersonal skills.
  • De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
  • Enhanced customer retention with a consultative and enlightening approach about Cox product benefits and features.
  • Prevented account losses or downgrades by researching any discrepancies for corrective action and assure the best Cox customer experience.
  • Investigated technical issues using knowledge base and personal experience to complete timely resolutions.
  • Corroborated with internal departments to address customer needs.
  • Consistently researched competitors services and marketing trends for any comparison discussions while persuading customers loyalty to Cox Communications.
  • Negotiated pricing and bundled additional Cox products.
  • Set up and activated customer accounts.
  • Informed customers about billing procedures, processed payments and provided payment option setup assistance.
  • Assisted customers with disconnecting services, while showing appreciation and promoting future customer relationships.
Field Service Representative, 05/2007 to 11/2019
Caci International Inc.Pasadena, CA,
  • Managed service and installations in assigned territory while providing excellent customer service.
  • Installation of components such as cable boxes, modems, telephony and wireless devices.
  • Created customized cabling, networking, and wireless plans for residential buildings to optimize service performance.
  • Addressed customers questions to determine additional needs and capitalize on upsell opportunities.
  • Continuously applied quality-improvement methodologies to improve work processes.
  • Served on special Fiber Optic Team (2014-2015) and provided technical and operational feedback to training department during the initial launch of Cox Communications One Gig platform.
  • Answered normal and after-hours service calls.
  • Delivered outstanding customer service on field visits to meet corporate guidelines.
  • Minimized customer callbacks and equipment failure by reviewing job upon completion.
  • Mentored and trained new employees on processes, flow and safety procedures.
  • Provided effective demonstrations of Cox products and services so that customers understood how to use each feature.
Owner and Operations Manager, 02/1996 to 12/2006
Carrier EnterpriseDaytona Beach, FL,
  • Oversight of daily operations.
  • Facilitated marketing and sales promotions as an authorized Metro PCS cell phone retailer, while consistently meeting monthly sales quotas.
  • Performed quarterly audits for inventory control and sales tax reporting in compliance with state laws.
  • Responsible for hiring, training, and motivating all staff members.
  • Managed inventory control and rotation.
  • Engaged with vendors and customers to build rapport and nurture relationships.
  • Developed and implemented promotional strategies to drive business success and maintain budgetary guidelines.
  • Negotiated with suppliers to maximize bulk purchasing incentives allowing more flexibility determining competitive retail price point while increasing sales and profit.
  • Established, enforced and updated merchandising policies keeping business agile and responsive to changing market conditions.
  • Supported community outreach initiatives by partnering with local Chamber of Commerce.
Inventory Control Specialist, 12/1989 to 02/1996
Three Ring Liquor Inc.City, STATE,
  • Received incoming goods, checked paperwork and reviewed merchandise for accuracy against documentation.
  • Received, checked-in and stocked merchandise throughout store, helped maintain store inventory levels and assisted with orderliness and cleanliness of sales floor and stock room.
  • Transported items using equipment like forklifts and hand trucks.
  • Assessed current inventories and brought in supplies to keep stock within optimal levels for expected demands.
Education and Training
: Broadband Telecommunications, Expected in 04/2009 to Rio Salado Community College - Tempe, AZ,
  • Completed coursework in High Speed Internet/Networking, and High Speed Internet technician Training
: Broadband Telecommunications, Expected in 06/2007 to Rio Salado Community College - Tempe, AZ
  • Completed coursework in Drop Service Initiation, Drop Planning and Maintenance, and Digital Phone NET Install
no degree: Business Management Education, Expected in 06/1995 to College of Alameda - Alameda, Ca
High School Diploma: , Expected in 06/1992 to - ,
  • High Speed Internet/Networking, and High Speed Internet Technician Training, Cox Communications - 2009
  • Drop Service Initiation, Planning, and Maintenance, Cox Communications - 2007
  • Digital Phone NET Install, Cox Communication - 2007
  • Achieved title of "Young Entrepreneur at the age of 22 owning and operating a successful small business for 10 years.
  • Proved the ability to transition and thrive from self-employment to a more corporate structured career.
  • Contributing to the success of Cox Communications as a Universal Home Technician and Retention Agent is a testament of my diverse skillset.
  • During my tenure in Field Operation with Cox, I received continuous quarterly recognition and awards for exceeding established standards in customer service, first call resolution, and technical expertise.

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Resume Overview

School Attended

  • Rio Salado Community College
  • Rio Salado Community College
  • College of Alameda

Job Titles Held:

  • Customer Retention Representative
  • Field Service Representative
  • Owner and Operations Manager
  • Inventory Control Specialist


  • no degree
  • High School Diploma

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