customer service retention specialist resume example with 13+ years of experience
Over 30 years of Expert Experience in the Telecommunications Industry Dynamic career reflecting expertise in consultative sales and marketing of telecommunications network infrastructure equipment and services combined with strong leadership and training qualifications. Known for innovation, lateral thinking skills, and flexibility; consistent success in solving a diversity of demanding business problems. Excellent communication skills combined with well-developed listening and negotiation abilities. Committed to exceptional customer service and driven by challenges. Outstanding record of achievement leading to accelerated sales, and staff training / development. Bilingual: Fluent in English and Spanish/Computer Proficient
Highly skilled Technical Support Agent whose problem-solving style is analytical, careful and deliberate. Able to assess customer needs, best interests and build confidence, credibility, rapport and mutually beneficial relationships Solid communication skills augmented by strong technical knowledge and organizational aptitude. Enthusiastic learner with a high learning curve, capable of rapidly assimilating and incorporating unfamiliar product knowledge. | Skills : Computer, Microsoft Office/Windows, Sales, Customer Service, Intermediate Troubleshooting, cross trained i cable ,Internet , new sales , retention and escalations. Bilingual - Spanish Fluent read and write |
- Handled client inquiries with exceptional professionalism and enthusiasm.
- Displayed strong telephone etiquette, effectively handling difficult calls.
- Engaged customers with proactive strategies to understand needs and develop successful solutions.
- Prevented key account losses by researching discrepancies for corrective action.
- Explained new products and services to customers.
- Promoted customer retention by using exceptional interpersonal skills.
- De-escalated customer issues with proven conflict mediation and problem-solving abilities.
- Promptly responded to customer inquiries and resolved complaints to promote loyalty.
- Managing the day-to-day activities of the team.
- Motivating the team to achieve organizational goals.
- Developing and implementing a timeline to achieve targets.
- Delegating tasks to team members.
- Conducting training of team members to maximize their potential.
- Empowering team members with skills to improve their confidence, product knowledge, and communication skills.
- Conducting quarterly performance reviews.
- Contributing to the growth of the company through a successful team.
- Creating a pleasant working environment that inspires the team.
- Oversaw and trained new employees on collection methods, documentation requirements and performance strategies.
- Established clear methods for determining proper process with each customer type.
- Performed day-to-day financial transactions, including verifying, classifying, computing, posting and recording accounts receivables' data.
- Verified validity of account discrepancies by obtaining and investigating information from sales, trade promotions, customer service departments and from customers.
- Utilized daily audit information to update aging reports.
- Researched customer billing issues and resolved problems to facilitate receipt of overdue monies and promote good customer relationships.
- Partnered with cash application team and credit manager on timely and accurate posting of remittances.
- Investigated billing discrepancies and implemented effective solutions to resolve concerns and prevent future problems.
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Resume Overview
School Attended
- Thomas Jefferson High School
Job Titles Held:
- Customer Care - Retention Specialist
- Team Leader
- Corporate Collections Account Receivables Manager
Degrees
- High School Diploma
By clicking Customize This Resume, you agree to our Terms of Use and Privacy Policy