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Customer Retention Specialist Resume Example

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CUSTOMER RETENTION SPECIALIST
Professional Summary

Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires and providing customized solutions to build loyalty.

Accomplishments
  • Supervised team of 22 staff members.
  • Used Microsoft Excel to develop inventory tracking spreadsheets.
Skills
  • 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
Work History
Customer Retention Specialist06/2019 to Current
Company Name – City, State
  • 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.
Administrative Assistant01/2014 to Current
Company Name – City, State
  • 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.
Lead Customer Service Representative09/2017 to 04/2019
Company Name – City, State
  • 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.
Lead Customer Service Representative09/2007 to 08/2013
Company Name – City, State
  • 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
Education
Associate of Arts: Associate of Arts With A Concentration in Business04/2021University of Phoenix- City
Affiliations

National Society of Collegiate Scholars

Languages
English:
Full Professional
English:
Full Professional
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Resume Overview

School Attended

  • University of Phoenix

Job Titles Held:

  • Customer Retention Specialist
  • Administrative Assistant
  • Lead Customer Service Representative

Degrees

  • Associate of Arts : Associate of Arts With A Concentration in Business 04/2021

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