(555) 432-1000,
Montgomery Street, San Francisco, CA 94105
Professional Summary

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.

  • 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
San Francisco State University San Francisco, CA Expected 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.
Mortenson - Client Success Representative
Victor, IA, 12/2020 - 11/2021
  • 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.
C&G Signage - Loan Advisor DBA (Alleviate Financial Solutions)
City, STATE, 10/2019 - 12/2020
  • Obtained copies of applicants' credit histories and reviewed paperwork to determine feasibility of granting loans.
  • Recommended loan approvals and denials based on customer loan application reviews.
  • Observed all regulatory, compliance and security policies and procedures to keep data as safe as possible from breaches.
  • Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
  • Documented and detailed calls and complaints using call center's CRM database.
  • Memorized scripts to achieve easy conversational flow in interactions with potential customers.
  • Used company troubleshooting resolution tree to evaluate technical problems while leveraging personal expertise to find appropriate solutions.
  • Developed and maintained positive customer relations and coordinated with team members to properly handle requests and questions.
  • Cold called perspective customers to determine product or service needs, ascertain timelines, and identify decision-makers.
  • Initiated contact with prospects and conducted follow-up calls to garner information and qualify leads.
Private Contractor - Carpenter Apprentice
City, STATE, 03/2017 - 07/2019
  • Formed thousands of yards over concrete both commercial and residential
  • Monitored inventory of key tools and materials used at each project site to provide consistent availabilities
  • Devoted special emphasis to punctuality and worked to maintain outstanding attendance record, consistently arriving to work ready to start immediately
  • Interpreted specifications and construction drawings to understand tasks necessary to complete each job
  • Cut materials according to specifications in preparation for installation
  • Gained valuable education in residential and commercial building codes
  • Reinforced concrete slabs and pieces by placing and securing steel bars to enhance and extend life of structures
  • Worked with master carpenters to install decks for both residential and commercial customers
  • Installed and repaired woodwork, millwork and cabinetry under supervision of master carpenter
  • Accepted feedback from foreman and journeyman carpenter, implementing suggestions into later work
  • Observed all OSHA and corporate safety regulations and procedures
Dick's Sporting Goods - Team Lead Sales Associate
City, STATE, 02/2015 - 01/2017
  • Exceeded sales goals and accomplished business objectives by inspiring staff and promoting target products
  • Walked through department multiple times each shift to evaluate and correct issues such as cleaning and stock replenishment needs
  • Assisted customers with locating and choosing merchandise in any store department
  • Supervised end-to-end stock management, including examining incoming inventory, merchandising shelves and preventing shrinkage
  • Created and led sales promotions and advertising strategies to boost profits and bring in new customers
  • Trained team members in successful strategies to meet operational and sales targets
  • Educated staff on strategies for handling difficult customers and challenging situations
  • Developed, implemented and enhanced employee targets and operational policies to promote productivity and strengthen team performance
  • Assigned jobs to individual employees by considering factors such as previous training, current abilities and general knowledge
  • Answered questions about store policies and concerns to support positive customer experiences
  • Helped customers complete purchases, locate items and join reward programs to promote loyalty, satisfaction and sales numbers

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    Job Titles Held:

    • Retention Specialist
    • Client Success Representative
    • Loan Advisor DBA (Alleviate Financial Solutions)
    • Carpenter Apprentice
    • Team Lead Sales Associate


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