Customer Retention Specialist Resume Columbia, South Carolina - Hire IT People

SUMMARY:

Extensive Background in Customer Service, Sales, and Retention. Detail - oriented, proactive, honest, and driven with 14+ years’ experience in fast-paced call center and sales environments. Specialized in providing superior service to customers.
Talent for quickly mastering new skills and technology. Diplomatic and tactful.
Capable of being entrusted with confidential information. Flexible and versatile - able to work well under pressure. Thrive in deadline-driven environments. Excellent team building skills.
Strong dispute management skills. Never-ending desire to learn. Adept at negotiating and problem solving. Proven analytical skills.
Excellent written, verbal, and electronic communication skills.
Passion for maintaining customer relationships through active-listening and delivering satisfactory solutions.
Efficiently resolve queries, complaints, and concerns from existing and prospective clients.
Expansive knowledge of practices and techniques related to providing excellent service and achieving 1st contact resolutions.
Adept at multi-tasking in fast paced environments.
Self-motivated leader who works cooperatively with team members and management.

TECHNICAL SKILLS:

Experienced with Kronos Workforce, Citrix, and ICOMS databases.
Proficient in Microsoft Windows XP, 2000 or higher, Microsoft Office 2013 (Word, Excel, & PowerPoint), Internet Explorer 7 or higher, Outlook Express, and 10 key-calculator.

PROFESSIONAL EXPERIENCE:

Confidential, Columbia, South Carolina

Customer Retention Specialist

Responsibilities:

Utilize consultative sales approach to present the value of products and services to clients with the purpose of retaining core products, revenue, and customer relationships.
Negotiate pricing and routinely upsell products and services to existing customers.
Assist with new hire and on-the-job training classes. Responsibilities include resolving escalated customer issues, ensuring classes meet adherence targets, providing feedback in areas of opportunity, and actively motivating and supporting the team.
Consistently achieve Tier 3 or Tier 4, out of 4 levels possible, while retaining over $30,000 in monthly recurring revenue.

Confidential, Columbia, South Carolina

Customer Service Representative

Responsibilities:

Supported 40+ customers daily with duties including establishing new customer relationships, providing technical support, billing support, and offering relevant product and service information.
Developed rapport with customers, responded to their needs, delivered value, and resolved their concerns.
Exceeded performance metrics such as average handling time, first-call resolution, and quality assurance ratings.

Confidential, Columbia, South Carolina

Leasing Specialist

Responsibilities:

Closed leasing deals based on the desires and budgets of potential residents.
Responded to telephone and email inquiries and problems.
Authored professional correspondence to residents and vendors.
Provided and educated residents on contractual agreements, policies, and regulations.
Oversaw front-office operations and provided impeccable customer service.
Created advertisement fliers for apartment community to market to businesses and vendors nationwide.

Confidential, Columbia, South Carolina

Sales Associate

Responsibilities:

Sold products and services including phone, internet, Confidential, and AT&T cellular service.
Resolved customer issues concerning technical or billing-related inquiries.
20+ “top-seller” awards and recognitions for continually exceeding monthly quotas.
Assisted in training and developing new talent during “incubation” and on-the-job training periods.
Analyzed, researched, and resolved escalated issues via telephone, and/or email.

Confidential, Columbia, South Carolina

Bank Teller

Responsibilities:

Processed transactions for customers including servicing customer accounts, accepting loan payments, verifying currency, balancing cash drawer, night deposits, correcting discrepancies and making necessary adjustments. Balanced Automated Teller Machines (ATMs) and Teller Cash Dispensers (TCDs)/ Teller Cash Recyclers (TCRs) as necessary.
Adhered to safe deposit box procedures/ operations and guidelines.
Provided sales support functions for loan closings, products and services including, but not limited to, business services, mortgage loans, and insurance and investment opportunities.