Retention Specialist resume examples

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Skillful Retention Specialist resume

Jeffery M. Chaulk
Professional Summary
Inside Retention Sales Representative with a strong work ethic, exceptional sales and customer experience skills and a successful track-record of growing sales revenue.
Skills
  • Self-motivated
  • Persuasive negotiator
  • Expert in Customer services
  • Microsoft Office Suite, Peoplesoft and Salesforce sales management software
  • Dedicated team player
  • Detail-oriented
  • People-oriented
  • Strong knowledge of Emergency Medicine and Senior Care.
Work History
Retention Specialist 12/2009 to Current
Philips Lifeline – Framingham, MA
    • Retention Sales Specialist for emergency medical response service.
    • Developed and implemented best practices for sales techniques.
    • Achieved and exceeded Monthly Sales goals for the group.
    • Considered the best customer experience rep by my peers.
    • Developed highly successful working relationships inter-departmentally.
    • Generating additional revenue by recommending additional products.
Route Sales Representative 05/2009 to 12/2009
Pepsico/Frito Lay – West Boylston
Area Manager Lincare/Home Oxygen 2-U – Westboro, Ma
Kiosk Sales Manager 01/2002 to 01/2004
BOSE – Framingham, Ma
Systems Analyst/ Team Lead 01/1999 to 01/2002
Fidelity Investments – Marlboro, Ma
Finance & Sales Manager/ Sales Rep 01/1994 to 01/1997
Midway Nissan – Framingham, Ma
Account Manager 01/1997 to 01/1999
Arbor Computer – Ashland, Ma
EMT, Manager, Dispatcher 05/1986 to 01/1994
Chaulk Ambulance – Natick, Ma
Education
MBA: Framingham State College - Framingham, MA Business Management
Accomplishments

Initiated and ran fund raising event for cancer patient raising $38,000.

Winner of multiple National Sales incentive programs for BOSE Corp.

Nissan Circle of Excellence award winner for 3 consecutive years.

Honors for Nation Wide top 10 ranking in Customer Service for Nissan.

Featured in article for Nissan National Sales Magazine on sales techniques.

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Job-winning Retention Specialist resume

Jessica Fredricks
Professional Summary
Customer service professional offering 11 years of diversified experience. Excellent communication and problem-solving skills. Dedicated to achieving customer satisfaction as well as meeting or surpassing company expectations. Able to focus on projects, develop strategies and meet or exceed deadlines and sales goals. Strong rapport with personnel, customers, and associates based on knowledge, professionalism, and integrity.  High-performance and focused communicator possessing interpersonal and client relationship management skills. Demonstrates exceptional creativity, visionary and humanitarian focus. Committed to achieving outstanding results. 
Skills
  • Strong banking ethics
  • Financial transactions expertise
  • Currency and coin counter operation
  • Complex problem solving
  • Goal-oriented
  • Multi-tasking
  • Microsoft Office
  • Strong negotiation
  • Cheerful demeanor
  • People-oriented
  • Self-sufficient
  • Flexible
  • Team player
  • Superior organization skills
  • Excellent work ethic
  • Positive attitude
Work History
08/2017 to 12/2017
Customer Care Specialist WPS Health Solutions – Hampton, Virginia
  • Receive telephone, written, fax, and e-mail inquiries concerning TRICAR eligibility, benefits, determinations, and claims resolutions     questions or billing problems.
  • Apply appropriate provisions of TRICARE regulations, interpretations, and procedural directives in making determinations on eligibility and benefits to determine appropriate responses to inquiries.
  •  Obtain and analyze claims data to determine specific problem area including external communication to obtain data.
  • Complete research and provide final resolution to inquiries within contractual requirements.
  • Communicate with inquirer to determine appropriate authorization or referral of services.
  • Educate providers on billing requirements of TRICARE to reduce claim problems.
  • Deal tactfully with people in a wide variety of situations to convey a favorable corporate image.
  • Submit claims for resolution, correction, payment, or review as appropriate.
08/2016 to 12/2016
Customer Service Technical Support Ibex Global – Hampton, VA
  • Effectively managed a high-volume of inbound and customer calls.
  • Addressed and resolved customer product complaints empathetically and professionally.
  • Accurately documented, researched and resolved customer service issues.
  • Defused volatile customer situations calmly and courteously.
  • Gathered and verified all required customer information for tracking purposes.
  • Referred unresolved customer grievances to designated departments for further investigation.
  • Managed customer calls effectively and efficiently in a complex, fast-paced and challenging call center environment.
  • Acted professionally and patiently when addressing negative customer feedback.
  • Met or exceeded service and quality standards every review period.
10/2015 to 06/2016
Customer Retention Specialist Sprint – Hampton, Virginia
  • Investigated and resolved customer inquiries and complaints in a timely and empathetic manner.
  • Ensured superior customer experience by addressing customer concerns, demonstrating empathy and resolving problems on the spot.
  • Managed wide variety of customer service and administrative tasks to resolve customer issues quickly and efficiently.
  • Directed calls to appropriate individuals and departments.
  • Built long-term customer relationships and advised customers on purchases and promotions.
  • Helped drive sales goals and achieve monthly quotas.
  • Routinely answered customer questions regarding merchandise and pricing.
  • Asked open-ended questions to assess customer needs.
  • Contacted customer to follow up on purchases, suggest new merchandise and inform them about promotions and upcoming events.
  • Recommended alternative items if product was out of stock.
05/2015 to 09/2015
Small Business Banker Wells Fargo – Richmond, Va
  • Complied with regulatory requirements, including the Bank Secrecy Act, Anti Money Laundering, OFAC, USA Patriot Act, Privacy Act and Community Reinvestment Act.
  • Maintained strict confidentiality of bank records and client information.
  • Quickly answer customer inquiries in a friendly and courteous manner.
  • Provide first call resolution, while following strict procedures that meet compliance guidelines.
  • Identify and offer customers the products and services they need and want to succeed financially
05/2014 to 09/2014
Legal Collections Representative SCI Smartt Collections – Richmond, Virginia
  • Contacting consumers via telephone to attempt debt collection  
  • Establishing consumers' location and contact information via skip tracing if necessary 
  •  Determining consumers' ability and willingness to pay and identifying the appropriate repayment program/options available to them  
  • Entering account information into our proprietary computer system when prompted by automatic dialer  
  • Forwarding accounts to legal department in the event of nonpayment or if account is deemed 
02/2013 to 04/2014
Sr. Risk Coordinator for Escalated Call Unit Capital One – Chester, Virginia
  • Manage inbound and outbound collection calls.
  • Perform account level research.
  • Overcome objections that customers have about making payments toward their accounts and help them to understand their account(s) and responsibilities.
  • Become familiar with and follow Company guidelines and procedures.
  • Attend team meetings.
  • Update account information and complete appropriate documentation to ensure accurate reporting on accounts.
08/2006 to 08/2012
Customer Financial Specialist Verizon Wireless – Wilmington, North Carolina
  • Resolved billing questions and disputes, initiated customer calls, and performed data entry.
  • Provide a high level of customer service and client relations based on outstanding communication and interpersonal skills.
  • Promptly answered telephone calls to reflect professional corporate image. 
  • Provided a high level of customer service and client relations based on outstanding communication and interpersonal skills. 
  • Proficient in relevant computer applications, knowledge of customer service principles and practices.
Education
2001
High School Diploma:
First Colonial Road - Virginia Beach, VA
Additional Information
Interim Government Security Clearance
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Experienced Retention Specialist resume

Andrew Kirchner
Professional Summary
A dedicated professional with demonstrated leadership ability and customer service skills. Highly dependable, organized and goal oriented possessing excellent communication skills.  Authorized to work in the US for any employer.
Skills
  • Data management
  • Budgeting and finance
  • Self-motivated
  • Strong verbal communication
  • Exceptional communication skills
  • Strategic sales knowledge
  • Strong client relations
  • Powerful negotiator
  • Conflict resolution
  • Process implementation
  • Extremely organized
  • Client assessment and analysis
  • Risk management processes and analysis
  • Creative problem solver
Work History
Customer Service Retention Specialist, 09/2016 to Current
Sutherland Global Services – Las Vegas, NV
  • ISM Retention for AT&T-DirecTV, provide value of current services when customers are wanting to cancel in effort to retain active services, manage customer accounts, and up-sell customers to new products or services.
Customer Service Representative, 08/2015 to 09/2016
C3 Contact Channels – Las Vegas, NV
  • Assisted Humana members with their health insurance plans.
  • Provided information on explanation of benefits, coverage determination, and prescription drug information.
Contact Center Agent, 03/2015 to 05/2015
Viator – Las Vegas, NV
  • Provided customer service for all Viator customers and travel distributors/agents.
  • Processed all post travel queries, refund requests, and complaints in a timely manner.
  • Communicate to managers in regards to all customer relations issues.
  • Liaise with suppliers to resolve customer complaints.
OPC/Greeter, 06/2014 to 08/2014
Somerpointe Resorts – Las Vegas, NV
  • Signed up couples from all over the world for timeshare tours for Tahiti Village to receive discounted show tickets and vouchers.
  • Sold discounted hotel packages for couples all over the world departing Las Vegas to tour our timeshare resort Tahiti Village when returning to Las Vegas.
Concierge, 11/2010 to 01/2013
Entertainment Benefit Group – Las Vegas, NV
  • Assisted customers with all of their needs while in market including discounted shows,tours,attractions, and dinner reservations.
  • Provided assistance to customers with inquiries in person and at times via email and phone.
  • Promoted the amenities by educating guests on restaurants, and other outlets such as spa, retail, and pools.
  • Collaborated with other team members on special projects and events.
  • Cross trained new hires.
Count Room Member, 06/2007 to 03/2010
Arizona Charlie's Decatur – Las Vegas, NV
  • Demonstrated excellent customer service skills during scheduled bill acceptor drops.
  • I effectively resolved customer related situations when necessary through communication between customer and various casino departments.
  • I performed repairs to slot machines during the scheduled drop when possible.
  • I operated the Cummings Jet Scan machine to count money from the scheduled acceptor drop, revenues and table games.
  • I also operated Glory machines to roll various coins.
  • I effectively balanced money from revenues and table games according to shift using a ten keypunch and logged the currencies in the computer system and on the necessary paperwork.
  • I set up and balanced Kiosk machine money and made daily fills as needed.
  • I balanced coin vault inventory at the start and end of every shift.
Count Room Member, 08/2006 to 06/2007
Fitzgeralds Hotel and Casino – Las Vegas, NV
  • Demonstrated excellent customer service skills during scheduled bill acceptor or coin drops.
  • I effectively resolved customer related situations when necessary through communication between customer and various casino departments.
  • I performed repairs to slot machines during the scheduled drop when possible.
  • I operated the Cummings Jet Scan machine to count money from the scheduled acceptor drop, revenues and table games.
  • I also operated Glory machines to roll various coins.
  • I effectively balanced money from revenues and table games according to shift using a ten keypunch and logged the currencies in the computer system and on the necessary paperwork.
  • I delivered bagged coins to various slot department stations and balanced coin vault inventory at the start and end of every shift.
Education
High School Diploma: Glassboro High School - Glassboro
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