Customer Service Specialist with Retention Focus

Tampa, FL (US) • *******************@******.*** • 813-***-****

LEAH SCHWARZLOSE

Customer Service Specialist

PROFESSIONAL SUMMARY

Customer Service Specialist with 3 years of experience driving retention and frontline support through evidence-based outreach, conflict resolution, and efficient transaction management. Demonstrates strong data entry accuracy, time management, and problem-solving skills while coaching agents, optimizing workflows, and implementing recovery playbooks that improve first- contact resolution. Seeks expanded responsibility in customer retention and service optimization to further reduce churn and strengthen customer trust.

EMPLOYMENT HISTORY

CASHIER Jul 2023 - Jun 2024

Grain And Berry 12953 US-301 #103

CASHIER/SALES ASSOCIATE Jul 2024 - Jun 2025

JCPenney 459 Brandon Town Center Mall

RETENTION Jul 2025 - Present

Spectrum 4145 S Falkenburg Rd

Managed transactions and assisted customers, enhancing satisfaction and efficiency. Processed transactions effectively, achieving a noticeable reduction in checkout wait times and improving overall store flow. Worked with team members to maintain product displays, leading to increased visibility and sales of featured items. Managed cash registers with high accuracy, ensuring balanced drawers and adherence to financial protocols Monitored inventory levels and communicated needs to management, resulting in timely restocking and minimal disruptions.

Cultivated a positive customer experience by actively listening to needs, fostering loyalty and repeat business. Streamlined checkout processes, contributing to a significant reduction in customer wait times and enhancing store efficiency.

Assist customers with purchases, enhancing satisfaction and loyalty. efficiently manage transactions, reducing wait times and errors. Maintain product knowledge to support informed customer decisions. Maintained organized cash registers and executed daily cash reconciliations to uphold financial integrity. Enhanced customer engagement by providing tailored assistance, leading to noticeable improvements in satisfaction and repeat visits.

Worked closely with the inventory team to optimize stock levels, ensuring product availability and reducing instances of out of stock items.

Fostered a welcoming environment, effectively addressing customer concerns and contributing to a positive store atmosphere. Implemented proactive customer outreach on floor to identify purchase intent, guiding selections and increasing basket value through tailored recommendations.

Analyzed daily sales patterns at checkout to adjust staff allocation, improving service consistency and reducing peak-time congestion through targeted scheduling.

Trained new hires on register procedures and customer interaction techniques, accelerating their readiness and maintaining steady service levels during shifts.

Handled customer concerns with focused problem-solving, converting complaints into satisfactory outcomes that reinforced loyalty and reduced manager escalations.

Designed personalized win-back experiments using behavioral triggers and varied incentives, increasing reactivation likelihood and informing scalable retention tactics.

Coached retention agents on evidence-backed outreach strategies and empathetic scripting, boosting consistency and improving agent effectiveness.

Optimized agent workflows by introducing concise decision trees and recovery templates, reducing handling friction and improving call resolution quality.

Delivered hands-on agent training focused on evidence-based persuasion techniques and live coaching, enhancing confidence and consistency during retention calls.

Implemented streamlined recovery playbooks with conditional next-step guidance, improving first-contact resolution and increasing successful recoveries during outreach.

SKILLS

Data Entry, Conflict Resolution, Sales Techniques, Time Management, Problem Solving, Adaptability, Multitasking, Flexibility and Willingness, Customer Service, Computer Proficiency, Product Knowledge, Attention to detail, Quality Service .

EDUCATION

AUG 2021 - MAY 2025

Riverview High School 11311 Boyette Rd, 33569

High School Diploma

LANGUAGES

English.

HOBBIES

COURSES

ADOBE 2024 CERTIFICATION AT COMMUNICATION TECH Aug 2024 - May 2025 NJROTC NS-4 CERTIFICATION AT NJROTC Aug 2021 - May 2025 GMETRIX ADOBE AT DIGITAL INFO TECH CERTIFICATION Aug 2021 - May 2022 REFERENCES

Sashely Francisco, Grain And Berry (**********@*************.***, 813-***-****); Helen Steven, JCpenney (********@********.***, 813-***-****); . Coordinated with billing and product teams to expedite resolution paths during retention calls, reducing escalation cycles and strengthening customer trust.

Standardized post-call recovery follow-ups and tracking, increasing case closure consistency and delivering measurable improvements in reactivation workflow efficiency.

Reading/Writing

Coding/programming

Social activities

Art

Volunteer Work

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