EMPLOYMENT HISTORY

MAY, **** - PRESENT

Senior Retention Specialist, State Farm Mutual Automobile Insurance Company, Tempe, AZ

• Developed and implemented customer retention strategies, resulting in a decrease in customer churn rate.

• Proactively reached out to customers to address their concerns, resolve issues, and ensure a positive customer experience.

• Conducted customer satisfaction surveys, analyzed feedback, and implemented necessary improvements to enhance overall customer satisfaction.

• Utilized CRM software to track customer interactions, monitor customer behavior, and identify opportunities to strengthen customer relationships.

• Collaborated with cross-functional teams to develop and implement upselling and cross-selling strategies, resulting in an increase in revenue from existing customers.

• Provided exceptional customer service, demonstrating empathy, patience, and professionalism in resolving customer inquiries and complaints.

• Actively listened to customer needs, identified opportunities to upsell products or services, and effectively communicated value propositions.

• Consistently met or exceeded customer service targets AUG, 2022 - PRESENT

Lead Account Manager, MEI Business Consulting, Phoenix, AZ

• Contact customers to persuade them to purchase merchandise or services.

• Explain products or services and prices and demonstrate the use of products.

• Prepare sales slips or sales contracts.

• Maintain records related to sales.

• Resolve customer complaints regarding sales and service.

• Review operational records and reports to project sales and determine profitability.

• Plan and direct staffing, training, and performance evaluations to develop and control sales and service programs. MAY, 2022

Project Management Co-op, Fulcrum Steel, Phoenix, AZ

• Manage project execution to ensure adherence to budget, schedule, and scope.

• Prepare project status reports by collecting, analyzing, and summarizing information and trends.

• Monitor the performance of project team members, providing and documenting performance feedback.

• Confer with project personnel to identify and resolve problems.

• Assign duties, responsibilities, and spans of authority to project personnel.

• Direct or coordinate activities of project personnel.

• Submit project deliverables, ensuring adherence to quality standards. FEB, 2021 - APR, 2022

Senior CX Advocate, Carvana, Tempe, AZ

• Keep records of customer interactions or transactions, details of inquiries, complaints, or comments, and actions are taken.

• Resolve customers' service or billing complaints by performing activities such as exchanging merchandise, refunding money, or adjusting bills.

• Complete contract forms, prepare change of address records, or issue service discontinuance orders, using computers.

• Check to ensure that appropriate changes were made to resolve customers' problems.

• Discuss job performance problems with employees to identify causes and issues and to work on resolving problems.

• Provide employees with guidance in handling difficult or complex problems or in resolving escalated complaints or disputes.

• De-escalated customers, implemented company policy in escalated situations, and ran responsible business practices to come to a solution.

15545 W Hudson way, Goodyear, AZ

85338

ad3dxr@r.postjobfree.com

+1-480-***-****

KEVIN KIRBY

SENIOR RETENTION SPECIALIST

PROFESSIONAL SUMMARY

Experienced Senior Retention Specialist with 10+ years of experience in logistics. A competent and knowledgeable professional who specializes in quality, speed, and process optimization. Demonstrated expertise in establishing rapport with clients and maintaining customer satisfaction. A natural leader and problem-solver with a keen attention to detail. Articulate, energetic, and results-oriented, with a passion for developing relationships, cultivating partnerships, and growing business.

EMPLOYMENT HISTORY

APR, 2019 - JAN, 2021

Server, Angry Crab Shack, Phoenix, AZ

• Check patrons' identification to ensure that they meet minimum age requirements for consumption of alcoholic beverages.

• Collect payments from customers.

• Take orders from patrons for food or beverages.

• Perform cleaning duties, such as sweeping and mopping floors, vacuuming carpet, tidying up server station, taking out trash, or checking and cleaning bathroom.

• Assist host or hostess by answering phones to take reservations or to-go orders, and by greeting, seating, and thanking guests.

• Estimate food, liquor, wine, and other beverage consumption to anticipate amounts to be purchased or requisitioned.

• Keep records required by government agencies regarding sanitation, and food subsidies when appropriate.

• Monitor employee and patron activities to ensure liquor regulations are obeyed.

• Review work procedures and operational problems to determine ways to improve service, performance, or safety.

• Schedule staff hours and assign duties.

JAN, 2015 - JAN, 2018

Carpenter Apprentice, Jurassic Built, Cave Creek, AZ

• Carpenter Apprentice

January 2015 to January 2018

Depending on the day.

Installation day: Load the trailer with built boxes. Doors laid separately. Check and make sure all tools and equipment are working properly. Example : Air compressor

Shop day: complete installation of new clients boxes. Stain doors to match clients requested color, sanded until perfect. Custom made cabinets just give you a great deal of pride and confidence MAY, 2023 - PRESENT

Senior Retention Specialist, State Farm Mutual Automobile Insurance Company, Tempe, AZ

• Developed and implemented customer retention strategies, resulting in a decrease in customer churn rate.

• Proactively reached out to customers to address their concerns, resolve issues, and ensure a positive customer experience.

• Conducted customer satisfaction surveys, analyzed feedback, and implemented necessary improvements to enhance overall customer satisfaction.

• Utilized CRM software to track customer interactions, monitor customer behavior, and identify opportunities to strengthen customer relationships.

• Collaborated with cross-functional teams to develop and implement upselling and cross-selling strategies, resulting in an increase in revenue from existing customers.

• Provided exceptional customer service, demonstrating empathy, patience, and professionalism in resolving customer inquiries and complaints.

• Actively listened to customer needs, identified opportunities to upsell products or services, and effectively communicated value propositions.

• Consistently met or exceeded customer service targets EDUCATION

PRESENT

Associate of Applied Science in Social Work, Paradise Valley Community College, Phoenix, AZ SKILLS

Customer Service Logistics

Project Implementation Product Development

Business Development Product Demos

Leadership Problem Solving

SKILLS

Decision Making

Contact this candidate