Retention Specialist Resume Example
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RETENTION SPECIALIST
Summary
More than 8 years successful experience in administration and customer service with recognized strengths in sales operations, customer retention, problem-solving, trouble-shooting, sales support, administrative support, project management, channel management, forecasting, metrics reporting, analysis, attention to detail and planning then implementing proactive procedures.
Highlights
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Accomplishments
Sales and Marketing
- Increased annual gross sales by 15%.
- Developed direct mass mailings which resulted in 8% growth of customer base.
Customer Assistance
- Worked with company systems such as Live Support and diligently completed all assigned tasks, working overtime as needed.
Customer Service
- Researched, calmed and rapidly resolved client conflicts to prevent loss of key accounts.
Database Maintenance
- Assisted in the managing of the company database and verified, edited and modified members' information.
Experience
Retention SpecialistCurrent
Hyatt Hotels Corp. － Snowmass Village , COSaved and retained customers in the cable market by identifying reasons for request to disconnect and overcoming concerns in an effort to retain customers. Developed and maintained up-to-date knowledge of the Company's products, programming, and marketing campaigns in order to effectively sell new or upgraded services. Also, I resolved any customer complaints/concerns through active listening, empathy, and professionalism. Promoted, recommended, and sold the value of products and services based on a logical relationship to the customer's needs and interests. Met or exceeded budgeted retention goals for all product lines. Additionally, I performed technical troubleshooting of all product lines, with the ability to articulate relevant information and directions in an organized and concise manner. Shared successes and new ideas with team members in order to achieve both individual and team goals. Consistently met or exceeded established goals and performance metrics and achieved overall performance goals of the organization. This was all work in a fast-paced, often high-pressure environment, granting the ability to maintain composure in stressful situations and manage and diffuse angry or upset customers.
Hyatt Hotels Corp. － Snowmass Village , COSaved and retained customers in the cable market by identifying reasons for request to disconnect and overcoming concerns in an effort to retain customers. Developed and maintained up-to-date knowledge of the Company's products, programming, and marketing campaigns in order to effectively sell new or upgraded services. Also, I resolved any customer complaints/concerns through active listening, empathy, and professionalism. Promoted, recommended, and sold the value of products and services based on a logical relationship to the customer's needs and interests. Met or exceeded budgeted retention goals for all product lines. Additionally, I performed technical troubleshooting of all product lines, with the ability to articulate relevant information and directions in an organized and concise manner. Shared successes and new ideas with team members in order to achieve both individual and team goals. Consistently met or exceeded established goals and performance metrics and achieved overall performance goals of the organization. This was all work in a fast-paced, often high-pressure environment, granting the ability to maintain composure in stressful situations and manage and diffuse angry or upset customers.
Sales Operations SpecialistAug 2010 to Mar 2013
Arrow Electronics － All Cities , NMEnsured the timely processing of customer and partner orders each day. Worked directly with sales and channel sales executives to facilitate complex orders, customer relationships and supporting the sales processes. Monitored the sales help desk, final sale and provide rapid first line response to order inquiries or customer requests. Daily contract, purchase documentation audits, analysis and order processing. Interacted cross-departmentally to assist with sales order research and reporting. I managed most cross-departmental needs including acting as the liaison between sales, marketing, service delivery, engineering, client care/account management, finance and legal departments. Interfaced directly with customers and partners to answer licensing inquiries. High degree of attention to detail. Other assignments were e-commerce project management, troubleshooting and order fulfillment.
Arrow Electronics － All Cities , NMEnsured the timely processing of customer and partner orders each day. Worked directly with sales and channel sales executives to facilitate complex orders, customer relationships and supporting the sales processes. Monitored the sales help desk, final sale and provide rapid first line response to order inquiries or customer requests. Daily contract, purchase documentation audits, analysis and order processing. Interacted cross-departmentally to assist with sales order research and reporting. I managed most cross-departmental needs including acting as the liaison between sales, marketing, service delivery, engineering, client care/account management, finance and legal departments. Interfaced directly with customers and partners to answer licensing inquiries. High degree of attention to detail. Other assignments were e-commerce project management, troubleshooting and order fulfillment.
Sales Operations ManagerJun 2006 to Feb 2010
Alteryx Inc. － Vermont , ILManaged a three person inside sales support team. This included establishing objectives for individuals and the sales team, such as training, tracking and reporting on selling and individual performance. I directly developed and oversaw the collection of annual maintenance renewals, service contracts and customer retention. This included ensuring the my team was optimizing the use of the company's CRM system to manage and enhance the company's commission systems, quoting tools, customer databases and managing the tracking of leads. I was the point of contact for the Latin American and European software resellers. I actively participated as a member of the Visual Click management team by sharing knowledge and committing to the achievement of common business objectives and enhancing overall sales marketing and operations. Administrative duties included, reporting, processing purchase orders, order management, invoicing and fulfillment of product.
Alteryx Inc. － Vermont , ILManaged a three person inside sales support team. This included establishing objectives for individuals and the sales team, such as training, tracking and reporting on selling and individual performance. I directly developed and oversaw the collection of annual maintenance renewals, service contracts and customer retention. This included ensuring the my team was optimizing the use of the company's CRM system to manage and enhance the company's commission systems, quoting tools, customer databases and managing the tracking of leads. I was the point of contact for the Latin American and European software resellers. I actively participated as a member of the Visual Click management team by sharing knowledge and committing to the achievement of common business objectives and enhancing overall sales marketing and operations. Administrative duties included, reporting, processing purchase orders, order management, invoicing and fulfillment of product.
Languages
Bilingual Spanish/English
Skills
Sales Software: Salesforce.com, SugarCRM, ACT for Windows
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Job Titles Held:
- Retention Specialist
- Sales Operations Specialist
- Sales Operations Manager
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