Customer Retention & Service Specialist

JOHNAM SMITH

Jacksonville, FL ************@*****.***

PROFESSIONAL SUMMARY

Customer Service & Retention Specialist with 7+ years of experience in telecommunications and customer support environments. Proven ability to resolve complex billing issues, retain at-risk customers, and drive revenue through service upgrades and account management. Recognized for high customer satisfaction, sales performance, and consistent recognition such as Agent of the Week. Skilled in multitasking, handling high call volumes, and working efficiently in multi-monitor environments.

CORE SKILLS

Customer Retention Account Management Billing & Payment Support Conflict Resolution Technical Troubleshooting Sales & Service Upgrades CRM Systems Call Center Operations Customer Relationship Building Multitasking & Time Management Remote Work Environments PROFESSIONAL EXPERIENCE

Customer Service Representative — AT&T; (2014 – 2018)

• Assisted customers with billing inquiries, payment processing, and account management.

• Resolved billing disputes and completed account adjustments to ensure customer satisfaction.

• Supported customers with device upgrades, service plan changes, and mobile account updates.

• Troubleshot technical issues related to mobile devices and service connectivity.

• Maintained detailed documentation in CRM systems and delivered high-quality service.

• Recognized multiple times as Agent of the Week for strong performance. Retention Specialist — CenturyLink (2018 – 2021)

• Managed cancellation requests and successfully retained accounts through problem solving and service solutions.

• Upgraded services and equipment to improve customer satisfaction and longnterm retention.

• Consistently exceeded retention and sales targets, earning bonuses up to $5,000 in a month.

• Maintained strong customer relationships while handling high call volumes. Delivery Driver — NAPA Auto Parts (2022 – 2024)

• Delivered automotive parts across Jacksonville to homes, warehouses, and repair shops.

• Maintained accurate and timely deliveries while providing professional customer service.

• Coordinated with store staff to ensure order accuracy and delivery efficiency. Independent Contractor — Spark, DoorDash, Instacart (2025 – 2026)

• Provided reliable delivery services while maintaining professionalism and strong customer service.

• Managed multiple deliveries while meeting strict delivery time expectations.

• Maintained strong customer ratings through punctual and reliable service. EDUCATION

GED — Job Corps (2013)

ADDITIONAL STRENGTHS

Team-Oriented Professional • Strong Work Ethic • High-Volume Multitasking • Dual-Monitor Workstations • Excellent Communication Skills • Customer-Focused Mindset • Flexible Scheduling & Overtime Availability

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