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Residential Retention Specialist Resume Example

Resume Score: 80%

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ViMique
Flood
Professional Summary

Thorough Customer Service and Retention associate with 10+ years of experience working in customer service industry. Committed to providing superb customer service efficiently and courteously. Proficient in processing new accounts and explaining new services and products to interested customers.

Friendly Customer Retention Specialist succeeds in identifying customer needs and utilizing inbound and outbound retention strategies. Professional telephone demeanor with sound knowledge of sales retention. Uses problem resolution and de-escalation techniques effectively.

Skills
  • Persuasion Techniques
  • Scheduling
  • Data Review
  • Teamwork
  • Client Needs Assessment
  • Account Management
  • Customer Complaint Resolution
  • Product Knowledge
  • New Product Information
  • Appointment Setting
  • Customer Relations
  • Training and mentoring
  • Training development
  • Team Building
  • File and records management
  • Team management
  • MS Office
  • Relationship development
  • Problem resolution
  • Project organization
  • Supervision
  • Process improvement
  • 40 WPM typing speed
Education
Paul HardingFort Wayne, iN08/2005High School Diploma
Bill C Anthis Career CenterFort Wayne, iN06/2005Cosmetology License: Cosmetology
Work History
Charter Communications- Residential Retention Specialist
Auburndale , FL08/2019 - Current
  • Educated customers on promotions to enhance sales.
  • Answered customer telephone calls promptly to avoid on-hold wait times.
  • Recommended Products to customers, thoroughly explaining details.
  • Preserved revenue streams by utilizing strong communication and negotiation skills, offering refunds as last resort to maintain customer satisfaction.
  • Achieved and consistently exceeded revenue quota through product and service promotion during routine calls.
  • Followed-through on all critical inter-departmental escalations to increase customer retention rates.
  • Investigated and resolved accounting, service and delivery concerns.
  • Provided accurate information about promotions, customer programs and products, helping drive high customer retention.
  • Improved customer satisfaction scores through application of superior conflict resolution and problem-solving skills.
  • Developed and maintained effective client communications to guarantee client satisfaction and improve client retention.
Sykes Enterprises Inc.- Technical Support Representative
Lakeland, FL10/2018 - 06/2019
  • Adhered to company policies and scripts to consistently achieve call-time and quality standards.
  • Educated customers how to use company systems, complete forms and obtain desired services.
  • Developed technical solutions to diverse operational problems.
  • Evaluated and adopted new technologies to address changing industry needs.
  • Investigated and addressed security system issues to enhance usability and improve functionality.
  • Maintained routine communication with clients to assess overall satisfaction, resolve complaints and promote new offerings.
  • Researched potential clients and markets to prepare for appointments.
  • Branded products through effective salesmanship and maintained long-term relationships with clients.
Kroger- Customer Service Associate
Fort Wayne , IN03/2008 - 01/2013
  • Reconciled daily summaries of transactions to balance cash drawers and maintain accurate account of assigned banks.
  • Hired, trained, motivated, evaluated and supervised staff and offered guidance and resources to accomplish job and department objectives.
  • Redeemed foreign currencies using accurate exchange rates.
  • Performed check cashing for customers based on company policies.
  • Verified individual amounts of loose coin and bundled paper money.
  • Performed store opening, closing and shift change actions, including completing accurate shift change logs, to keep operations efficient and current.
  • Quickly and accurately counted drawers at start and end of each shift.
  • Trained, mentored and developed new cashiers with positive and encouraging techniques to maximize performance and team contributions.
  • Requested official identification for Type purchases and verified details, consistently meeting strict legal standards of underage sales.
  • Worked extra shifts during busy periods and covered for call-in employees to maintain service levels.
  • Provided high-level customer service through friendly approach, strong professionalism and timely assistance with customer transactions.
  • Monitored customer behaviors and upheld strict protocols to prevent theft of assets.
  • Completed highly accurate, high-volume money counts via both manual and machine-driven approaches.
  • Volunteered for extra shifts during holidays and other busy periods to alleviate staffing shortages.
  • Checked amount details and fraud markers for transaction papers such as checks and money orders.
  • Helped incorporate product changes to drive customer engagement and firm profits.
  • Coordinated project planning and execution with team members and team leads.
  • Coordinated innovative strategies to accomplish objectives and boost long-term profitability.
Accomplishments
  • Supervised team of 5-9 staff members.
  • Used Microsoft Excel to develop inventory tracking spreadsheets.
  • Exceeded monthly quota 3 times.
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Resume Overview

Companies Worked For:

  • Charter Communications
  • Sykes Enterprises Inc.
  • Kroger

School Attended

  • Paul Harding
  • Bill C Anthis Career Center

Job Titles Held:

  • Residential Retention Specialist
  • Technical Support Representative
  • Customer Service Associate

Degrees

  • High School Diploma
    Cosmetology License : Cosmetology

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