Customer Specialist with Stakeholder Focus

NIKOLE EASTER

Customer Retention Specialist

CONTACT Phone Email Address

785-***-**** ************@*****.*** Superior, Nebraska

PROFILE Goal-oriented customer retention specialist, capable to implement customer retention strategies to increase loyalty and retain business. Proficient in negotiating with customers and implementing retention strategies. Deals directly with customers to find out the issues they are facing, how to improve products or services, and how to retain business.

EMPLOYMENT Utility Customer Retention Specialist Transworld Systems Inc (Penco)

HISTORY February 2026 – Present

Apply advanced knowledge of products, procedures and guidelines

Handle calls related to customers utility services

Utilize retention tools and efforts to solve customer concerns, ultimately retaining business

Customer Retention Specialist ADT Security Services

May 2026 – November 2026

Utilize retention tools and efforts to solve customer concerns, ultimately retaining business

Exceed productivity standards such as overall accuracy, and providing one-call resolution

Apply advanced knowledge of products, along with advanced knowledge of procedures and guidelines

Handle calls related to customers discontinuing their services with the company's products

Customer Claims and Notification Specialist Principle Choice Solutions

March 2020 – August 2023

Provided excellent customer service to providers related to Veteran's Affairs claim status

Assisted in claims processing procedures and submission deadlines

Assisted with claim appeals processes

CROSS TRAINED AND THEN TRANSFERRED TO EMERGENCY NOTIFICATIONS

Completed accurate and complete notifications of emergency visits

Provided accurate authorization information to family, providers, and veterans

EDUCATION Bachelor of Science in Information Technology

American Intercontinental University

Graduated July 2016

SKILLS Problem Solving Critical Thinking

Customer Retention Interpersonal Communication

Relationship building Decision-Making

Negotiation Sales

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