PROFESSIONAL SUMMARY

Thorough Customer Retention Specialist with 23 years of experience working in the Credit card industry. Committed to providing superb customer service efficiently and courteously. Proficient in processing new accounts and explaining new services and products to interested customers.

Productive Retention Specialist knowledgeable about sales practices and following Government regulations and dedicated to keeping numbers in line with objectives. Veteran of Credit card industry and well-versed in interviews, assessments and applicable policies.

Friendly Customer Retention Specialist, succeeds in identifying customer needs and utilizing inbound and outbound retention strategies. Professional telephone demeanor with sound knowledge of sales retention. Uses problem resolution and de-escalation techniques effectively.

SKILLS

Performance Appraisal

Employee Training

Mentoring of inexperienced associates

WORK HISTORY

Retention Specialist - Citibank, NA – Jacksonville, FL - 11/1998 to 05/2022

Utilized knowledge of customer experience to create specialized plans for customer retention.

Utilized advanced skills in solving problems and making accurate decisions to implement strategies that brought about immediate results.

Review of successes and failures to learn from previous mistakes, is the normal.

Implemented employee incentive programs to promote positive work culture and increase retention.

Adhered to appropriate legal scripting when required.

Completed human resource operational requirements by scheduling and assigning employees.

Improved office efficiency by effectively managing internal communications and correspondence.

Collected and analyzed information to monitor compliance outcomes, identify and address trends of non-compliant behavior.

Partnered with Management to ascertain hiring needs and subsequently provide candidate recommendations.