Customer Service Retention

MP

MARGARET POTTER

*********@*****.*** 423-***-**** Chattanooga, Tennessee 37415

Dedicated customer service professional with over a decade of experience in handeling complex customer interactions and maintaining high satisfaction levels. Proven track record of mentoring team members and resolving customer issues efficiently. Skilled in communication, problem-solving, and building strong client relationships. Seeking to leverage expertise in a challenging role focused on customer satisfaction. Customer retention

Conflict resolution

Effective communication

Problem solving

Customer retention strategies

Documentation skills

Active listening

Multitasking

HomeServe USA Chattanooga, TN

Retention Specialist

11/2020 - Current

Provided one-on-one coaching sessions for employees on best practices related to client retention efforts.

Developed strategies to improve customer experience and increase loyalty. Assisted in the development of strategies aimed at improving long-term customer loyalty.

Resolved escalated issues from customers in a timely manner. Assisted customers with complaints, inquiries, and billing issues while maintaining a high level of customer satisfaction. Performed regular follow-up calls with customers to ensure their satisfaction with products and services.

Compiled all calls and interactions into computer data system. Performed customer negotiations to reach fair conclusion for both business and customer.

Adhered to scripted responses and standardized plans to address problems.

Developed and implemented customer retention strategies to increase loyalty and reduce churn.

HomeServe USA Chattanooga, TN

WOW Agent

11/2018 - 11/2020

Maintained accurate records of client interactions and transactions. Developed customer relationships and ensured satisfaction with services. Processed payments from customers by cash, check or credit cards accurately according to company guidelines.

Participated in ongoing training programs related to job duties or responsibilities.

Upsold additional products or services when appropriate in order to meet sales goals.

Responded promptly to customer inquiries and complaints in a professional manner.

Summary

Skills

Experience

Performed administrative tasks such as data entry, filing paperwork, updating databases and preparing reports.

HomeServe USA Chattanooga, TN

Inbound Sales Representative

12/2017 - 11/2018

Maintained detailed records of all sales transactions in CRM system. Built strong relationships with customers through excellent service delivery.

Assisted customers with placing orders over the phone or online. Participated in regular training sessions on sales techniques and best practices.

Provided accurate information regarding product features, pricing and availability.

Identified customer needs and recommended products accordingly. Processed payments, refunds and exchanges quickly and efficiently. Built trust and loyalty by maintaining professionalism while persuading customers.

Wilkins Research Chattanooga, TN

Telephone Interviewer

05/2017 - 09/2017

Maintained a professional attitude while conducting surveys in accordance with company policies and procedures.

Ensured compliance with legal regulations regarding data collection methods used during research projects.

Conducted in-depth telephone interviews with potential survey participants, ensuring that all questions were answered accurately and completely.

Adhered strictly to ethical guidelines when collecting confidential information from respondents.

Hilton Garden Inn Hotel Chattanooga,

TN

Front Desk Manager

04/2013 - 03/2017

Greeted guests upon arrival and checked them in to their rooms. Resolved customer complaints in a timely manner while maintaining a friendly attitude towards guests.

Assisted with training new staff members on front desk procedures and policies.

Provided excellent customer service by addressing guest inquiries promptly and professionally.

Monitored occupancy rates for each day as well as weekly and monthly trends to ensure maximum revenue was achieved.

Supervised a team of 3 front desk agents ensuring tasks were completed efficiently and effectively.

Promoted loyalty programs to encourage repeat business from customers. Diamond's and Lace/Babe's Sports Bar

Chattanooga, TN

Bookkeeper

02/2006 - 03/2013

Managed payroll processing for staff members.

Conducted monthly bank reconciliations.

Processed accounts payable and receivable transactions. Maintained and reconciled general ledger accounts. Verified accuracy of vendor invoices against purchase orders prior to payment processing.

Ensured accuracy in all accounting entries and records. TVA Stevenson, AL

Coal Car Dumper Operator

11/1999 - 02/2006

Operated a machine that put coal into the bunkers. Cleaned the beltlines

Walked the beltlines and made sure there were no obstructions on the belts, and build-up of coal in the chutes.

In the winter, I walked the beltlines to make sure the belts did not freeze. If there were spills, I shoveled the coal back into the bunker. Notre Dame High School Chattanooga, TN

High School Diploma

05/1988

Chattanooga State Community College Chattanooga, TN Some College (No Degree)

References available upon request.

Education and Training

References

Contact this candidate