retention customer service representative resume example with 11+ years of experience

(555) 432-1000,
, , 100 Montgomery St. 10th Floor
Professional Summary

Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.

  • Customer service rep
  • · Excel
  • · Data Entry
  • · Problem solving
  • · Microsoft windows
  • · Software troubleshooting
  • · Schematics
  • · Help desk
  • · Technical support
  • · Computer networking
  • · Desktop support
  • · operating system· troubleshooting
  • · Microsoft windows server
  • · Remote access software·
  • Call center operations
Central Islip Senior High School Central Islip, NY Expected in 06/2007 High School Diploma : - GPA :
Work History
Cvs Health - Retention Customer Service Representative
Cape Coral, FL, Charlotte, NC 07/2020 - Current
  • 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.
  • Responded to customer requests for products, services and company information.
  • Consulted with outside parties to resolve discrepancies and create expert solutions.
  • Leveraged sales expertise to promote products and capitalized on upsell opportunities.
  • Delivered excellent customer service, resulting in consistent [100]% customer satisfaction rating
  • Created and maintained detailed database to develop promotional sales
Rogers Memorial Hospital - Mental Health Technician
Walnut Creek, CA, Winston Salem , North Carolina 07/2019 - 05/2021
  • Performed scheduled patient safety checks and documented results to establish patients' well-being.
  • Observed patient behaviors and mental status and notified RN of unusual or potentially dangerous occurrences.
  • Identified behaviors that necessitated intervention and obtained assistance from qualified personnel to complete intervention.
  • Applied de-escalation and limit-setting techniques to promote patient Claireation.
  • Assisted with patient restraint and seclusion scenarios to create safe environment for patient and medical personnel.
  • Assisted and counseled [40] patients daily
  • Attended therapeutic educational group meetings and supported patients with guidance from RN or medical professional.
  • Counseled and mentored clients on substance use and life choices
  • Engaged with colleagues in treatment team meetings to promote positive patient treatment outcomes
  • Took and monitored vital signs, administered medications and managed patient behavior
  • Charted on each patient daily
  • Escorted patients from unit to meals, activities and visitation areas to maintain standard of safety and security
  • Identified behaviors that necessitated intervention and obtained assistance from qualified personnel to complete intervention
Rockwell Care Services - Group Home Manager
Rigby, ID, Winstonsalem , North Carolina 09/2017 - 11/2020
  • Helped individuals with moderate to severe developmental disabilities carry out daily living tasks by coordinating expert support.
  • Assisted staff with maintaining residents' health by scheduling medical appointments and arranging transportation.
  • Offered learning opportunities to help residents develop important life skills.
  • Kept accounts, resident files and regulatory paperwork current and accurate with diligent attention to administrative requirements.
  • Promoted residents' health and well-being by organizing diverse activities for physical, mental and social stimulation.
  • Mentored and coached staff to improve performance and interactions with residents.
  • Created staff work schedules so each shift had appropriate number of employees for coverage
  • Oversaw home inventory of supplies and groceries by tracking use and placing new orders.
  • Monitored direct care activities for optimal patient protections and infection control standards.
  • Maintained adequate coverage for residents' needs without exceeding budget targets by coordinating schedules and team workflows.
  • Communicated effectively with residents, staff and other stakeholders by listening, being respectful and promoting positive demeanor.
Phoenix Home Care And Hospice - Home Health Aide
Eldridge, MO, Central Islip , NY 02/2012 - 08/2017
  • Assisted patients with dressing, grooming and feeding needs, helping to overcome and adapt to mobility restrictions.
  • Traveled to clients' homes to complete healthcare services and promote continuity of care.
  • Provided mobility assistance such as walking and regular exercising.
  • Completed entries in log books, journals and care plans to accurately document and report patient progress.
  • Followed nutritional plans to prepare optimal meals.
  • Reported unusual or urgent circumstances in patients' condition or environment immediately to nurse supervisor.
  • Supervised daily activities and provided assistance to staff.
  • Administered medication as directed by physician.
  • Administered prescribed medications under direction of physician.
  • Provided direct personal care and administrative services to clients.
  • Offered patients and families emotional support and instruction in preparing healthy meals, independent living and adaptation to disability or illness

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Resume Overview

School Attended

  • Central Islip Senior High School

Job Titles Held:

  • Retention Customer Service Representative
  • Mental Health Technician
  • Group Home Manager
  • Home Health Aide


  • High School Diploma

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