retention customer service representative resume example with 11 years of experience

Jessica Claire
  • , , 609 Johnson Ave., 49204, Tulsa, OK 100 Montgomery St. 10th Floor
  • Home: (555) 432-1000
  • Cell:
Professional Summary

Hardworking Customer Service Representative with 12 years of experience working with customer resolution accounts. Trained in project and time management with extensive knowledge of collections, saving customers and proven multitasking abilities. Committed to maintaining professional relationships with clients to increase profitability and drive business results. Service-focused Retention agent bringing unparalleled skills in customer relations, task prioritization and time management. Motivated to directly and efficiently address customer concerns head-on, develop proactive solutions and implement corrections with efficiency. Proficient in Gateway,Icoms and CSG with 8 years of expertise in related roles.

  • Conflict Resolution - Responsible for handling customer account inquiries, accurately providing information to ensure resolution of product/service complaints and customer satisfaction.
  • Telephone Service - Professionally processed 80+ calls per day, providing information and service to ensure customer satisfaction.
  • Product Promotion - Up-sold products and motivated customers to upgrade current product plans.
  • Customer Follow-up - Ensured that customers were satisfied with company products and services by doing purchase follow-up calls.
  • Complaint resolution
  • Report preparation
  • Order fulfillment
  • Good listening skills
  • Route dispatch
  • Creative problem solving
  • CRM
  • Shipping procedures understanding
  • Account management
  • Technical Support
  • Service standard compliance
  • Professional telephone demeanor
  • POS systems expert
  • AS400
  • Good telephone etiquette
  • Clerical
  • Multitasking abilities
  • Critical thinking
  • Cultural awareness
  • Training & Development
  • Basic math
  • Microsoft Office
  • Software proficiency
  • First Aid/CPR
  • Supervision
  • Computer proficiency
  • Collaboration
  • Analytical skills
  • Excellent work ethic
  • 30 WPM typing speed
  • Filing and data archiving
  • Spreadsheet management
  • Sorting and labeling
  • Database Management
  • Sage 50 US
  • Multi-line phone proficiency
  • Customer service
  • Teamwork
  • Verbal and written communication
  • Accounting familiarity
  • Mail handling
  • Mac systems
  • Desktop support
  • Customer service expert
  • Technical documents comprehension
  • Staff education and training
  • MS Office
  • Organization and Time management
  • Reading comprehension
  • Flexible & Adaptable
  • Relationship-Building
  • Application support
  • Software diagnosis
  • TCP/IP
  • Data recovery
  • Troubleshooting
  • Conflict resolution
  • Adaptability
  • Computer skills
  • Leadership
  • Technical issues analysis
  • Sales expertise
Work History
Retention Customer Service Representative, 09/2020 to Current
Ibex Holdings LimitedSan Antonio, TX,
  • Provided information to customers regarding charge accounts and loyalty program and helped to open and activate new accounts.
  • Cultivated customer loyalty, promoted repeat customers and improved sales.
  • Responded to customer requests for products, services and company information.
  • Evaluated account and service histories to identify trends, using data to mitigate future issues.
  • Answered constant flow of customer calls with up to 5 calls in queue per minute.
  • Answered customer telephone calls promptly to avoid on-hold wait times.
  • Provided primary customer support to internal and external customers in fast-paced environment.
  • Liaised with customers, management and sales team to better understand customer needs and recommend appropriate solutions.
  • Fielded customer questions regarding available merchandise, sales, current prices and upcoming company changes.
  • Entered customer interaction details in Enterprise Tracker to track requests, document problems and record solutions offered.
  • Educated customers on promotions to enhance sales.
  • Achieved and consistently exceeded revenue quota through product and service promotion during routine calls.
  • Recommended [spectrum mobile] to customers, thoroughly explaining details.
  • Used company troubleshooting resolution tree to evaluate technical problems while leveraging personal expertise to find appropriate solutions.
  • Assisted customers with setting appointments, shipping and special order requests, and arranging merchandise pick-up at other locations.
  • Offered advice and assistance to customers, paying attention to special needs or wants.
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
  • Boosted sales revenue by skillfully promoting diverse (examples adding mobile to account or upgrading your services) options.
  • Communicated with vendors regarding back order availability, future inventory and special orders.
  • Suggested new procedure to persuade cancelling customers to stay with company, resulting in 89% decrease in cancellations.
  • Collected customer feedback and made process changes to exceed customer satisfaction goals 100%.
Scheduling Coordinator, 06/2019 to 07/2020
The Abrite OrganizationSanta Ana, CA,
  • Developed weekly production status reports for supervisor and manager.
  • Prearranged equipment for production to keep tasks and workers on schedule.
  • Presented production schedules to 8 teams outlining milestones and deadlines.
  • Led team of 8 scheduling coordinators.
  • Set up home visits appointments with customers.
  • Reviewed production specifications.
  • Conferred with managers, sales teams and engineering personnel to revise plans and achieve demanding targets.
  • Realigned production schedules to factor in changing conditions such as materials shortages and changing designs.
  • Verified system information for accuracy and integrity and filled in gaps by conducting research and reaching out to customers or internal personnel.
  • Worked with manager and supervisor to plan and coordinate production schedules.
  • Scheduled activities for 12 service personnel.
  • Worked with 3 supervisors and 8 team members to understand supply needs and bring levels within desired tolerances.
  • Handled travel arrangements for 5-person staff and processed all trip expenses.
  • Completed logs and reports detailing production data such as volume, materials used and quality assurance results, helping management make accurate operational decisions.
  • Developed strong working relationships with management and executive team through effective scheduling and communication skills.
  • Developed and implemented scheduling policies.
  • Scheduled procedures, surgeries and doctor appointments for average of 35 patients per daily.
Senior Collections Representative, 03/2010 to 08/2019
AvidxchangeCharlotte, NC,
  • Resolved challenging situations with friendly but firm strategies.
  • Counseled debtors on payment options and arranged installment agreements.
  • Recorded all information regarding financial status of customers.
  • Processed payments and contracts on accounts.
  • Used probing techniques to determine debtors' reasons for delinquency.
  • Achieved monthly goals of $1500 through effective use of [AS400 system] and [customer service] skills.
  • Negotiated to collect balance in full.
  • Handled outbound and calls daily with goal of collecting owed debt.
  • Achieved performance goals on consistent basis.
  • Researched accounts and completed due diligence to resolve collection problems.
  • Processed payments and applied to customer balances.
  • Used skip tracing and other techniques to locate debtors.
  • Monitored accounts for compliance with established payment plans and flagged those in violation.
  • Discussed options with delinquent clients in terms of proposed solutions or foreclosure.
  • Maintained high volume of calls to meet demands of busy group.
  • Set up drafts and processed immediate payments after conducting thorough research and analysis of account.
  • Worked in call center environment handling manual and automatically dialed outbound calls.
  • Trained new team members on scripts, company services and performance strategies and provided mentoring.
  • Delivered exceptional customer service on all calls while maintaining calm and professional demeanor in challenging circumstances.
  • Used scripted conversation prompts to convey current account information and obtain payments.
Associate of Arts: Nursing, Expected in 12/2024
Southern New Hampshire University - Hooksett, NH
Associate of Science: Public Health, Expected in 12/2013
University Of Phoenix - Tempe, AZ
High School Diploma: , Expected in 05/1996
West Brook Sr High School - Beaumont, TX

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Resume Overview

School Attended

  • Southern New Hampshire University
  • University Of Phoenix
  • West Brook Sr High School

Job Titles Held:

  • Retention Customer Service Representative
  • Scheduling Coordinator
  • Senior Collections Representative


  • Associate of Arts
  • Associate of Science
  • High School Diploma

By clicking Customize This Resume, you agree to our Terms of Use and Privacy Policy

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