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Customer Service Retention Specialist resume examples

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Skills

  • Account management
  • Shipping procedures understanding
  • Warehousing functions
  • Money handling abilities
  • Cross-functional team collaboration
  • Customer loyalty metrics tracking
  • International sales support
  • Professional telephone demeanor
  • Time management and prioritization
  • Service standard compliance

Work Experiences

  • Collaborated with vendors to plan more than 6 daily pickups and weekly deliveries.
  • Improved efficiency and performance by tracking team member productivity and providing feedback.
  • Entered customer interaction details into Workday to track requests, document problems, and record solutions offered.
  • Customer service training processes were implemented and developed by me.
  • Educated employees on company procedures and services.
  • Increased the team's revenue by over $5 in sales.
  • Assisted and cross-trained other customer service managers.
  • Used a POS system to itemize and total the purchases of 9 customers.
  • In the top 3% of employees for successful coordinated.
  • Customer questions about available merchandise, sales, current prices, and upcoming company changes were answered by me.

Summaries

  • Service-oriented team player with a track record of providing high-quality support in the Customer Service for 18 years.
  • Customer Service Retention Specialist with 7 years of successful data analysis and team leadership experience.
  • Within Customer Service, senior Customer Service Retention Specialist and outstanding performer in client relations and project management.
  • Committed to providing world-class customer service while remaining professional.
  • Dedicated to achieving established targets and team goals and has a track record of success.
  • Microsoft Excel expert with 9 years of experience in related roles.
  • Customer service specialist with over 9 years of experience resolving account and service issues for Customer Service clients.
  • Competent Customer Service Retention Specialist with a desire to exceed sales targets and establish long-term customer relationships.
  • Offering 16 years of related experience, as well as a strong desire to improve service delivery, expand knowledge, and exceed expectations.
  • Worker with a strong understanding of program organization and system product issues.

Accomplishments

  • Assessed key customer pain points and decreased cancellation rates for a key customer segment by 44% over the past year.
  • Piloted a customer service initiative that focused on cross-department collaboration, improving issue resolution time by 63%.
  • Developed and executed a customer loyalty rewards program, resulting in 73% boost in customer retention by 2020.
  • Utilized emotional intelligence and interpersonal skills to deepen customer relationships, improving customer satisfaction scores by 28% points.
  • Implemented customer segmentation strategies to tailor retention offers, resulting in a 62% increase in customer renewals.
  • Recognized for achieving OSHA in customer service performance based on reaching retention goals over three years.
  • Received Excellence Award for consistently meeting company retention targets and maintaining quality customer service standards.
  • Acted as escalation point for complex cancellation requests and achieved resolution in 35% of cases, contributing to key retention metrics.
  • Trained a team of 3 customer service representatives on retention best practices, increasing overall team retention performance by 79%.
  • Identified clients with high growth potential and successfully upsold new products/services to 82% of targeted customers.

Affiliations

  • Customer Experience Association of America (CXA)
  • Freemason
  • Professional Association for Customer Engagement (PACE)
  • Jaycees
  • Global Customer Support Excellence Network
  • Customer Experience Professionals Association (CXPA)
  • COPC Inc. - Performance Improvement Certification
  • Association for Customer Loyalty (ACL)
  • Help Desk Institute (HDI)
  • National Association of Call Centers

Certifications

  • Post-Cancellation Re-Engagement Specialist Course - Beacon Labs
  • Customer Success and Retention Management Certification - category
  • Cisco Certified Internetwork Expert (CCIE)
  • Customer Experience Design Certification – Summit Group
  • Service Excellence Corporate Certification - procedure
  • Certified Public Accountant (CPA)
  • Cisco Certified Network Associate (CCNA)
  • First Aid/CPR Certified
  • Customer Support Management Certification Lakeside Partners
  • Churn Reduction Specialist Certification - Salesforce

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