Customer Service & Retention Specialist

Janet Morales

**************@*******.***

509-***-****

OBJECTIVE

Seeking a position where I can utilize my abilities to interact with the public and apply my customer service skills.

QUALIFICATIONS

• Handled incoming calls from customers regarding subscription status, renewal, cancellation with an objective to maximize subscriber retention. Placed orders for plans and equipment sales. Provided estimated delivery dates. Advised of items that were on backorder or out of stock.

• Responsible for up-selling and/or cross-selling of premium and/or multi-year service packages.

• I utilized a sales-through-service approach in retaining customers wishing to cancel services.

• Offered and educated customers on the benefits of products and services and explained how the recommendation will add value for the customer.

• Built appropriate rapport with customers and clients.

• Used common courtesy to achieve customer loyalty.

• Empathized and acknowledged customer to create trust and partnership.

• Possess ability to effectively diffuse high-tension situations

• Held supervisor position to assist customers requesting a supervisor or manager

• Logged and updated customer information in required applications.

• Consistently met departmental standards set for key performance indicators such as service quality, schedule adherence, conformance, attendance, and phone productivity.

• Met established goals for revenue generation activities such as conversion rate, contact rate, etc.

• Collected payments using different payment methods. Utilized payment masking technology.

TECHNICAL

• Ability to maneuver through several applications to locate information and document accounts using multiple screens

• Maintain clean and orderly work area away from outside distractions.

• Ability to type 35-40 words per minute.

• Excellent spelling and grammar skills.

• Working with Windows 11 and High-Speed Internet

CUSTOMER RELATIONS

• Ability to interact with many diverse cultures and personalities.

• Superior customer service skills with focus on customer needs and problem resolution.

• Many compliments and accolades from customers for my understanding, patience with complicated issues, and the willingness to help and resolve the issue, leaving the customer with a good feeling for the company and the service I provided.

EXPERIENCE

• Cashier Walmart Stores Spokane Valley, WA 5 yrs.

• Call Center Agent West/ Alorica Spokane Valley, WA 3 yrs.

• Home Health Care Disabled Family Members Spokane Valley, WA 4 years

• Call Center Agent Qualfon Coeur D’ Alene. ID 2 yrs.

• Customer Service return desk/ Cashier Spokane, WA 2 years to present

• Lowes Customer Service/Cashier Spokane Valley, WA 3 yrs. EDUCATION

• High School Diploma Phineas Banning High School

• Associate Degree Los Angeles Harbor College

• Certificate in Medical Billing and Coding Carrington College

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