Customer Service Representative - Retention Specialist
Resume:
KENISHA HALL
CUSTOMER SERVICE REPRESENTATIVE
****.*********@*****.***
DALLAS, TX
OBJECTIVE
Dedicated and customer-focused professionally skilled in handling phone and digital inquiries, documenting information accurately, and staying organized in fast paced environments. Brings strong communication, steady problem solving, conflict resolutions and strong follow-through on tasks. Easy to multitask on multiple systems at once while maintaining accuracy, confidentiality, and a calm approach.
SKILLS & ABILITIES
Communicate clearly by phone and email
Time management and multitasking while focused and organized
Maintained accurate records and documentation
Basic computer proficiency (Microsoft Office, Excel, Salesforce, MMB)
Maintains confidentiality and follows instructions/procedures carefully
Active listening skills
EXPERIENCE
2019-2026 Inbound/Outbound Retention Specialist – ADT Security
Identifying customer needs, addressing concerns, and offering incentive solutions to prevent cancellations and retaining the customer
Used multiple software systems simultaneously to manage accounts, update information, process service changes
Renewing contracts and negotiation rates
2017-2018 Customer Service Representative- Teleperformance (Carrier Enterprise)
•Answered inbound calls, emails, and other chats to resolve customer questions and concerns
•Tracked orders, shipments, and delivery dates and provided update status
•Coordinated with distribution companies to ensure fulfillment
EDUCATION
June 2012 DeSoto High School
High School Diploma
32 hours of correctional training college credit
COMMUNICATION
Strong written and verbal communication skills, including the ability to provide constructive feedback and collaborate effectively with writers, editors, and other stakeholders.
LEADERSHIP
Ability to manage multiple projects simultaneously and meet tight deadlines, while maintaining the highest standards of quality.
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