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customer service retention specialist resume example with 9+ years of experience

Jessica Claire
  • , , 609 Johnson Ave., 49204, Tulsa, OK 100 Montgomery St. 10th Floor
  • H: (555) 432-1000
  • C:
  • resumesample@example.com
  • Date of Birth:
  • India:
  • :
  • single:
  • :
Summary

Competent Customer Retention Specialist works well in fast-paced and high-pressure work environment while always maintaining professionalism. Extensive experience in sales retention and telemarking.

Negotiations-savvy Customer Retention Specialist accurately manages large volume of calls and inquiries. Adept at building key relationships and applying effective customer service techniques to increase sales revenue.

Personable and dedicated Customer Service Representative with extensive experience in [Type] industry. Solid team player with upbeat, positive attitude and proven skill in establishing rapport with clients. 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.

Diplomatic customer service professional experienced in defining and analyzing customer requests to resolve issues. Accurate in documenting customer concerns and dedicated to maintaining deep knowledge of products and promotions. Confident communicator recognized for consistently receiving excellent customer feedback.

Skills
  • Customer Retention Strategies
  • Customer Account Management
  • Courteous with Strong Service Mindset
  • Issue and Complaint Resolution
  • Verbal and Written Communication
  • Building Customer Trust and Loyalty
  • Efficient and Detail-Oriented
  • De-escalation Techniques
  • Excellent Communication Skills
  • Proficiency in Microsoft Office and G Suite
  • LiveChat Messaging
Experience
Customer Service /Retention Specialist, 05/2021 - 10/2022
American Medical Association Washington, DC,
  • Re-established customer's faith in company by providing best retention offers available.
  • Performed customer negotiations to reach fair conclusion for both business and customer.
  • Persuaded customers to retain services by offering discounts and special promotions on products and services.
  • Demonstrated expert negotiation and problem-solving skills to resolve complex and non-routine customer concerns.
Customer Service Representative III, 01/2021 - 05/2021
Brady Corporation Port Orange, FL,
  • Answered incoming calls and emails, providing frontline customer support or assistance with product and services
  • Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
  • Remained calm and professional in stressful circumstances and effectively diffused tense situations.
  • Upheld quality control policies and procedures to increase customer satisfaction.
  • Answered inbound calls, chats and emails to facilitate customer service.
Customer Retention Specialist, 09/2018 - 05/2019
Empereon Constar City, STATE,
  • Explained new products and services to customers.
  • Re-established customer's faith in company by providing best retention offers available.
  • Performed customer negotiations to reach fair conclusion for both business and customer.
  • Persuaded customers to retain services by offering discounts and special promotions on products and services.
  • Demonstrated expert negotiation and problem-solving skills to resolve complex and non-routine customer concerns.
  • Used computers and job-related software to complete contract forms, prepare change of address records or issue service discontinuance orders.
  • Obtained and examined relevant information to assess validity of complaints and determine possible causes.
  • Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
  • Made reasonable procedure exceptions to accommodate unusual customer requests.
  • Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
  • Updated databases with new and modified customer data.
  • Adjusted bills and refunded money to resolve customers' service or billing complaints.
  • Improved product knowledge on continuous basis to provide optimal service and achieve sales quotas.
  • Promoted available products and services to customers during service, account management and order calls.
  • Strengthened customer retention by offering discount options.
Sales Optimization Specialist / Teleservices, Repr, 02/2007 - 03/2014
Televerde City, STATE,
  • Collaborated with 10 regional sales executives to establish and nurture business opportunities with prospective customers through the use of inbound calling efforts and email marketing
  • Facilitated weekly meetings with sales executives to discuss targeted accounts and provide feedback
  • Documented lead status and pipeline value through all stages of sales cycle in salesforce and company. CRM
  • Analyze trends in data, call results in campaign documents to troubleshoot, failing campaigns
  • Assisted in the mentoring and training of newly hired employees
Education and Training
Certificate: Computer And Information Sciences Levels 1 & 2, Expected in 05/2012
-
Rio Salado Community College - Tempe, AZ
GPA:
Status -
  • Also achieved Certificate in Graphic Arts 1 and 2
  • Completed professional development in [Subject]

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Resume Overview

School Attended

  • Rio Salado Community College

Job Titles Held:

  • Customer Service /Retention Specialist
  • Customer Service Representative III
  • Customer Retention Specialist
  • Sales Optimization Specialist / Teleservices, Repr

Degrees

  • Certificate

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