Thorough Customer Retention Specialist with close to three years of experience working in debt settlement industry as well as a total of five years of sales. Committed to providing superb customer service efficiently and courteously. Proficient in processing new accounts and explaining new services and products to interested customers. Also a strategic and industrious sales representative offering comprehensive background in building relationships, cultivating partnerships, retaining top accounts and growing profit channels by establishing trust. Disciplined and resourceful professional with expertise in account development and market penetration.
Skills
Strategy implementation
Leadership
Retention strategies
Data management
Critical Thinking
Interpersonal Communication
Inbound and Outbound Sales
Lead Prospecting
Calm and Professional Under Pressure
Call Documentation
CRM Software
Verbal and Written Communication
Account Management
Overcoming Objections
Education
San Francisco State UniversitySan Francisco, CAExpected in 2013 – –Bachelor of Arts:Business Administration - GPA:
Work History
Burrell Behavioral Health - Retention Specialist Marshall, MO, 11/2021 - Current
Utilized knowledge of customer experience to create specialized plans for customer retention.
Show cased advanced skills in solving problems and making accurate decisions to implement strategies that brought about immediate results.
Developed product demonstrations and presentations for customers.
Maximized performance by monitoring daily activities and mentoring team members.
Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
Answered customer telephone calls promptly to avoid on-hold wait times.
Offered advice and assistance to customers, paying attention to special needs or wants.
Collected customer feedback and made process changes to exceed customer satisfaction goals.
Investigated and resolved customer inquiries and complaints quickly.
Responded proactively and positively to rapid change.
Exhibited high energy and professionalism when dealing with clients and staff.
Reviewed draft legal documents and made recommendations to management.
Prepared debt service payments and development of draft official disclosures for primary and secondary bond markets.
Assessed individual client situations and made targeted recommendations for products and services to resolve specific situations.
Calculated clients' available monthly income to meet debt obligations.
Worked to maintain outstanding attendance record, consistently arriving to work ready to start immediately.
Used scripted conversation prompts to convey current account information and obtain payments.
Monitored accounts for compliance with established payment plans and flagged non-compliances.
Created customer support strategy to increase customer retention.
Assessed call center trends to identify improvement opportunities and devise forward-thinking approaches to better align processes with intended results.
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