Knowledgeable and dedicated customer service professional with extensive experience in industry. Solid team player with an outgoing , positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses. Friendly Customer Retention Specialist succeeds in identifying customer needs and utilizing inbound and outbound retention strategies. Professional telephone demeanor with sound knowledge of sales retention. Uses problem resolution and de-escalation techniques effectively.
- Understanding of sales retention
- Customer service background
- Excel and Outlook proficiency
- Outstanding interpersonal skills
- Retention strategies knowledge
- CRM
- Staff education and training
- Retail store support
- Key holder experience
- Professional telephone demeanor
- Strategic sales knowledge
- Money handling abilities
- Sales expertise
- POS systems expert
- Medical terminology knowledge
Bloomington, MN, 06/2019 - Current
- Developed product demonstrations and presentations for customers
- Applied highly effective selling skills while properly engaging and presenting solutions to customers.
- Used consultative sales approach to understand customer needs and recommend relevant offerings.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Promptly responded to inquiries and requests from prospective customers.
- Met all customer call guidelines including service levels, handle time and productivity.
- Surpassed sales goals through implementation of effective marketing strategies.
- Answered average of 50 calls, emails and faxes per day, addressing customer inquiries, solving problems and providing product information.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Conferred with customers about concerns with products or services to resolve problems and drive sales.
- Developed product demonstrations and presentations for customers.
Sidney, OH, 01/2014 - Current
- Managed office inventory by restocking supplies and placing purchase orders to maintain adequate stock levels.
- Welcomed office visitors warmly and alerted staff to arrivals of scheduled appointments.
- Performed general office duties, including answering multi-line phone system, routing calls, delivering messages to staff and greeting visitors.
- Supported efficient meetings by organizing spaces and materials, documenting discussions and distributing meeting notes.
- Organized weekly staff meetings and logged minutes for corporate records.
- Coached new employees on administrative procedures, company policies and performance standards.
- Created PowerPoint presentations for business development purposes.
Tomah, WI, 09/2017 - 04/2019
- Preserved revenue streams by utilizing strong communication and negotiation skills, offering refunds as last resort to maintain customer satisfaction.
- Strategically scheduled team members to maintain optimal staffing levels for expected customer loads.
- Planned schedules and workflows based on expected customer demands.
- Maintained accurate and current customer account data with manual forms processing and digital information updates.
- Conferred with senior management to handle and correct disciplinary or knowledge issues.
- Helped operators handle incoming calls and managed escalated needs with targeted resolutions.
- Trained, oversaw and mentored new team members to strengthen performance and job expertise.
- Achieved and consistently exceeded revenue quota through product and service promotion during routine calls.
Longmont, CO, 09/2007 - 08/2013
- Preserved revenue streams by utilizing strong communication and negotiation skills, offering refunds as last resort to maintain customer satisfaction.
- Strategically scheduled team members to maintain optimal staffing levels for expected customer loads.
- Engaged clients in person and over thephone to answer questions and address complaints.
- Evaluated customer information to explore issues, develop potential solutions and maintain high-quality service.
- Helped operators handle incoming calls and managed escalated needs with targeted resolutions.
- Trained, oversaw, and mentored new team members to strengthen performance and job expertise.
- Achieved and consistently exceeded revenue quota through product and service promotion during routine calls.
- Boosted team spirit and performance by communicating clear service expectations and quality goals to each team member.
- Handled over 50 calls per shift signing up new customers, retrieving customer data, presenting relevant product information, and canceling services
- Supervised team of 22 staff members.
- Used Microsoft Excel to develop inventory tracking spreadsheets.
National Society of Collegiate Scholars
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School Attended
- University of Phoenix
Job Titles Held:
- Customer Retention Specialist
- Administrative Assistant
- Lead Customer Service Representative
- Lead Customer Service Representative
Degrees
- Associate of Arts
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