Retention Specialist Customer Care
Resume:
Bill Savage
Allentown, PA **103
adn6bp@r.postjobfree.com
Work Experience
Allied Personnel Services / Smart Warehouse - Allentown, PA
Account Manager – April 2021 to August 2021
Served as primary warehouse operations expert to customers and management
Cultivated relationships with clients and warehouse partners
Coordinated order and receipt scheduling
Managed inventory and troubleshot/resolved inaccuracies
Fine Wine & Good Spirits - Allentown, PA
Seasonal Clerk - November 2020 to April 2021
Stock shelves
Operate cash register
Maintain inventory lists
American Airlines - Philadelphia, PA
Fleet Service Agent - February 2014 to April 2021
Load and off load all aircraft in American fleet
Obey all FAA guidelines and procedures safely
Hartford Insurance Company - Allentown, PA
Inbound Customer Care Representative - October 2011 to July 2013
Assisted customers in updating and maintaining policy requirements for Home and Auto insurance
Achieved above average quality scores in accordance with AARP standards
Automatic Data Processing – Allentown, PA
Client Retention Specialist - November 2010 to October 2011
Contacted over 2000 long-term clients, serviced problems, and discovered additional business needs
Mentored and trained new hires for success in the position
Researched and developed win-back opportunities for terminated clients
Referred over $200,000 in additional business
Awarded February 2011 Employee of the Month
Workers Compensation Lead Generator - June 2009 to November 2010
Referred over 30,000 worker’s compensation policies to ADP's portfolio
Trained 15+ new hires that all went on to excel in their given quotas
Piloted a new console in Salesforce.com for all new agents to utilize
Lead training sessions and town hall meetings for lead generators
Telesales Lead - October 2008 to June 2009
Achieved 15,000 in referred closed business during first month of employment
Broke ADP Telesales dial record with 270 dial attempts in December of 2008
Selected from 25 associates for National Account Client Retention Program for the period of Nov 08 - Jan 09
Mentored new hires and screened potential candidates
Met and exceeded corporate standards 4 months straight
Started monthly employee moral rallies as well as an Employee of the Month program
Split Rock Resort and Golf Club - Lake Harmony, PA
Assistant Front Office Manager - February 2006 to October 2008
Responsible for day-to-day operations of a 1000-acre, 550-unit timeshare facility
Hired and supervised a 10 agent team between multiple locations at a high level of service and professionalism
Performed concierge services for guests including dinner reservations, sightseeing, and concerts
Worked closely with the sales department for large groups, weddings, festivals, and other private functions to ensure service standards were met
Front Desk Agent Hyatt Regency - New Brunswick, NJ
Night Auditor - January 2005 to January 2006
Handled overnight accounting
Responded to all hotel issues, as well as food and beverage outlets
Provided superior customer service while greeting guests at check in and check out
Adhered to Hyatt brand standards and achieved Employee of the Month 11/2005
Education
Theology
Albright College - Reading, PA
Skills
Salesforce
Loading & Unloading
Management
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