Customer Service Retention

************@*****.******* com Philadelphia, Erike PA +1-940-***-****

WORK HISTORY

Customer Retention Specialist at Diamond Healthcare Corporation 07/2023 - 05/2024 (1 year)

* Placing outbound phone calls to customers to understand renewal blockers and product dissatisfaction * Taking ownership of all customer concerns and proactively follow through to resolution * Ensuring all customer concerns are investigated and resolved with minimal escalation * Ability to make independent decisions to resolve customers needs * Delivering unparalleled customer service through communication with customers, internal departments and stakeholders, and senior management * Negotiating directly with customers on existing barriers to adoption and develop plans to resolve outstanding pain points * Document and case customer interactions and adhere to agreed standards of quality of 85 or above * Analyzing multiple data points to categorize issue drivers, complete trend analysis, and identify changes that will identify opportunities to improve customer retention and churn.

* Working closely with Support to work through customer escalations, close gaps, and improve the customer experience provided.

* Identifying content that will fulfill customer adoption needs * Working in partnership with the Churn Prevention Team on customer retention problem-solving, best practices, and solutions * Updating Salesforce with detailed cases and notes on activities completed

Customer Service Representative at Aston Carter

10/2020 - 06/2023 (3 years)

* Offered advice and assistance to customers, paying attention to special needs or wants, managed over * 50 customer calls per day..

* Provided primary customer support to internal and external customers.

* Responded to customer requests for products, services, and company information.

* Developed customer service policies and procedures to meet and exceed industry service standards.

* Collected and returned unpurchased or returned items to correct shelf locations and arranged displays to promote sales.

* Monitored cash drawers in multiple checkout stations and maintained adequate cash supply.

* Resolved associate, tool and service delivery issues revealed by statistical reports.

* Solved problems with products and services by providing customers with technical support.

* Handled billing and payment issues following guidelines, resolving disputes properly.

* Educated customers about billing, payment processing and support policies and procedures.

* Liaised with sales, marketing, and management teams to develop solutions and accomplish shared objectives, Increased sales by 10 .

* Trained new personnel regarding company operations, policies and services.

* Investigated and resolved accounting, service and delivery concerns. Sales Representative at Addecco Radial

01/2018 - 09/2020 (3 years)

* Listen to customers questions and concerns and provide answers or responses.

Provide information about products and services.

Take orders, calculate charges, and process billing or payments. Review customer accounts and make changes, if necessary * provide product services information, answer questions, and resolve any emerging problems that our customer accounts might face with accuracy and efficiency.

* Assist customers utilizing World Market service standards as well as representing the World Market brand.

* Stock merchandise according to visual standards, schematics, visual direction, pricing standards, productivity and safety standards.

* Cashier according to customer service guidelines and register procedures.

* Maintain the stockroom and sales floor organization and standards.

* Adhere to all Company loss prevention policy and procedures, and distressed merchandise procedures.

* General housekeeping as directed by management.

EDUCATION

Graduated 1970

LPN

Boston College

Graduated 2018

Bachelor of Arts in Sales Marketing

SKILLS

customer service, 10 years

customer satisfaction, 10 years

customer relationship management, 10 years

Carpenter, 15 years

LANGUAGES

Spanish, Bilingual

English, Bilingual

SOCIAL NETWORKS

Facebook, https://Charles McMeans

Twitter, https://Indeed

Linkedin, https://linkedin.com/in/odunze

ABOUT ME

I served in the military

I have a drivers license

I have management experience : 16 years

I have a security clearance

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