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Customer Service/Retention Specialist Resume Example

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CUSTOMER SERVICE/RETENTION SPECIALIST
Summary

Enthusiastic individual with superior skills in working in both team-based and independent capacities. Experienced in both a work-from-home and call center environment. Bringing strong work ethic and excellent organizational skills to any setting. Strong communication skills and the ability to thrive in a challenging work environment. Excited to begin new challenge with successful team.

Skills
  • Customer service specialist
  • Customer relations specialist
  • Residential customer service
  • Commercial customers
  • Providing customer support
  • Customer database management
  • Customer order recording
  • Greeting customers
  • Customer support needs assessment
  • Customer complaint resolution
  • Customer care experience
  • Recovery techniques specialist
  • Educating customers
  • Serving customer needs
  • Handling customer complaints
  • Customer follow up
  • Effective customer upselling
Experience
Customer Service/Retention Specialist, Company Name, May 2019-October 2019City, State
  • Recommended optimal merchandise based on customer needs and desires.
  • Stayed up to date on client promotions, payment policies and security practices.
  • Improved customer satisfaction by finding creative solutions to problems.
  • Improved operations by working with team members and customers to find workable solutions.
  • Maintained updated client specifications and knowledge through daily briefings and client meetings.
  • Recognized by management for providing exceptional customer service.
  • Handled all delegated tasks, including customer service and upselling new promos and services.
  • Recommended merchandise to customers based on needs and preferences.
  • Drove up sales of DirectTV services and upgraded products and equipment by applying proactive nature, knowledge of customer preferences and active listening skills.
  • Helped customers sign up for loyalty programs and submitted completed paperwork.
  • Gave detailed explanations about various products to customers, discussed features and redirected objections to capture sales.
  • Met or exceeded upselling, donation and credit card sign-up targets on consistent basis by leveraging excellent communication and interpersonal strengths.
  • Earned reputation for good attendance and hard work.
  • Collaborated in development of call flow and customer interaction procedures.
  • Provided excellent service and attention to customers through phone conversations.
Answering Service Operator, Company Name, June 2014-February 2017City, State
  • Maintained excellent customer satisfaction through polite, calm demeanor.
  • Transcribed and forwarded customer messages as well as live dispatch/relay services.
  • Work from home position that called for strong work ethic, professionalism and personal accountability.
  • Fielded incoming calls, answered questions, and transferred calls internally.
  • Developed strong professional relationships with employees and clients through effective customer service skills.
  • Managed corporate phone services for bustling business with 50 + employees by routing calls quickly and accurately.
  • Answered incoming calls politely to direct callers to requested personnel or departments.
  • Worked 24hr call systems, typically responding to medical emergencies, maintenance emergencies and lawyer/client calls within the hour.
  • Communicated general company information to inquiring customers in a professional and pleasant manner to project a positive company image for several different companies.
  • Completed connections between callers, departments and professionals.
  • Dispatched urgent and non-urgent messages to staff members via chat, email and voice mail.
  • Entered information and updated client records following telephone interactions.
  • Answered up to 100 calls per day in fast-paced environment, transferring callers to appropriate personnel.
Customer Service Specialist, Company Name, May 2016-October 2016City, State
  • Met and exceeded productivity targets by handling every interaction with top-notch customer service.
  • Reviewed account and service histories to identify trends and issues.
  • Recommended improvements to products and services to mitigate complaints.
  • Relayed productive customer feedback to marketing teams.
  • Asked probing questions to determine service needs and accurately input information into electronic systems.
  • Processed customer account changes.
  • Confirmed delivery of orders, troubleshooting missed delivery dates, shortages and overages.
  • Secured client retention by driving service and product benefits, features and recommendations around clients' needs.
  • Documented and scoped actions taken to resolve issues after service calls.
  • Reviewed customer interactions and activity reports to identify and address concerns.
  • Up-sold products and motivated customers to upgrade current product plans.
  • Evaluated quality of representatives' phone calls and provided feedback to management.
  • Built client rapport while accurately processing repair documentation and troubleshooting technical discrepancies through completion.
  • Shared detailed information regarding Electrolux Equipment and service options to help customers make decisions.
  • Utilized active listening and communication skills to address customer inquiries and escalate issues to supervisor.
  • Documented conversations with customers to track requests, problems and solutions.
  • Supervised monetary transactions and changes while coordinating logistics to verify service dates.
  • Consulted with customers to determine best methods to resolve service and billing issues.
  • Assisted customers in making payments on accounts, setting up payment plans when eligible.
  • Consulted with customers regarding Electrolux products and service needs, addressing all their concerns.
  • Resolved average of 50+ inquiries in any given week, consistently meeting performance goals.
  • Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
  • Displayed strong telephone etiquette, effectively handling difficult calls.
  • Met service team sales targets and call handling quotas.
Education and Training
Some College (No Degree)Human Resources Development, , El Paso Community College, CityState
High School DiplomaBel Air High School, , CityState2001
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Resume Overview

School Attended

  • El Paso Community College
  • Bel Air High School

Job Titles Held:

  • Customer Service/Retention Specialist
  • Answering Service Operator
  • Customer Service Specialist

Degrees

  • Some College (No Degree)
    High School Diploma

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