Customer Service Representative

Cierra Horn

Client Retention Specialist

English, Meridian, US, 985-***-****, ***********@*****.*** Professional summary

Client Retention Specialist with over 7 years of experience in technical support and customer service, adept at fostering long-term client relationships and achieving retention goals. Demonstrates a visionary approach by integrating empathetic communication and strategic financial analysis to guide clients towards debt resolution. Proficient in CRM systems, ensuring precise documentation and exceptional service delivery, while aspiring to innovate client interaction strategies for enhanced satisfaction and loyalty.

Employment history

Senior Wireless Consultant, Mar 2023 - Nov 2024

Echosphere Dish Network, Remote

Chat Agent, Jun 2022 - Feb 2023

Continuum Global Solutions, Remote

Technical Support Specialist, Jun 2021 - Jun 2022

Whirlpool Corporation, Remote

Guest Service Representative, Oct 2019 - Oct 2020

Holiday Inn Express and Suites, Meridian, MS

Guide clients on financial solutions, boosting retention and satisfaction Resolve client issues with empathy, improving service efficiency Utilize CRM for swift data access, enhancing client interactions Assess financial situations, recommending optimal debt strategies Collaborate on financial goals, fostering client loyalty Guided clients on financial relief options, enhancing understanding and satisfaction Utilized CRM for precise client data management, improving service efficiency Assessed financial situations, offering tailored solutions for client retention Exceeded retention targets, contributing to financial growth and stability Provided empathetic guidance to clients navigating financial hardship, enhancing their understanding and access to available programs.

Utilized CRM tools to streamline client interactions, leading to improved data accuracy and enhanced service delivery. Guided clients on financial wellness, enhancing satisfaction and retention Resolved client issues using active listening, promoting a supportive atmosphere Managed CRM for precise client data, improving service accuracy Evaluated financial situations, offering tailored debt solutions Worked with clients on financial plans, boosting retention rates Delivered technical support solutions, resolving 95% of issues on the first call, enhancing customer satisfaction and loyalty. Delivered key insights on debt programs, enhancing client understanding and satisfaction. Managed challenging client situations, ensuring high satisfaction and loyalty. Utilized CRM tools effectively, maintaining accurate and current client records. Assessed financial situations, advising clients towards debt-free goals. Achieved high retention rates through tailored financial solutions. Documentation Specialist, Jul 2017 - Feb 2019

iQor, Meridian, MS

Education

High School Diploma, Aug 2012 - May 2016

Meridian High School, Meridian, MS

Graduated with honors. Graduated in the top 50 of 300+ graduates. Additional Skills

Additional Skills

Awards & Recognition

• Top Performer, Continuum Global Solutions (Q4 2022) – Highest chat resolution rate and customer satisfaction

• Employee of the Month, iQor (Aug 2018) – Outstanding support across phone, chat, and QA roles

• Service Excellence Award, Dish Network (2023) – Recognized for exceptional technical troubleshooting and retention efforts

• Perfect Attendance Award – Maintained 100% attendance record at Whirlpool Corp (2021–2022)

• Maintained 95%+ customer satisfaction score over six consecutive months

• Recognized for accuracy in documentation and top QA scores Educated clients on debt solutions, enhancing program understanding Resolved client issues with empathy, improving satisfaction Managed CRM for efficient data access and maintenance Analyzed finances to develop tailored debt strategies Met retention goals through personalized financial plans Streamlined documentation processes to enhance accuracy, resulting in a notable reduction in processing time and improved client satisfaction.

Analyzed client documentation to identify discrepancies, leading to substantial improvements in compliance and risk management.

Developed a centralized filing system that improved document retrieval times, facilitating quicker response to client inquiries. Team & Collaboration

Cross-functional collaboration

.Team player

Department coordination

Coaching and mentoring

Training support

Peer support

Leadership potential

Shift collaboration

Internal communication

Conflict resolution among teams

Root cause analysis

Troubleshooting

Conflict management

Escalation handling

Decision-making

Analytical thinking

Resourcefulness

Time management

Prioritization

Adaptability

Certifications

Certified in Customer Service Excellence Proficient in Google Workspace & CRM Tools Skills

Client Education, Empathy, Conflict Resolution, Financial Analysis, Client Retention, Target Achievement, CRM Systems, Customer Service, Documentation, Microsoft Excel, Sales Strategies, Relationship Building, Problem Solving, Data Analysis, Time Management, Negotiation Skills, Adaptability.

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