Retention Specialist Resume Samples

Description :

1. Utilize a consultative approach in an effort to present the value of products and services with the purpose of retaining core products and customers, and selling products and services to existing customers.
2. Receive a high volume of incoming phone calls and respond to inquiries in a manner that meets high quality, productivity, and other performance standards.
3. Retain and upgrade cable services in accordance with company requirements and customer needs.
4. Save customers from disconnecting or downgrading service; present benefits of products and services on all calls including billing, technical, collections, and other types of inquiries.
5. Respond to customer complaints in a professional manner; attempt to resolve complaints successfully in accordance with established guidelines.
6. Escalate unresolved complaints in a timely and effective manner, in accordance with escalation guidelines.
7. Attempt to troubleshoot customers' service problems; schedule field service calls when necessary; Schedule customer appointments in accordance with established procedures.

Experience

7-10 Years

Level

Consultant

Education

Human Services

Description :

1. Perform detailed analysis and research of customer retention issues to facilitate timely and successful resolutions.
   
2. Provide new contracts to customers who are resigning in accordance with the policy for contract drafting and handling.
3. Receive retention accounts from Retention TL.
4. Prioritize and initiate customer contact to begin retention process.
5. Utilize pre-approved levels of credits and discounts based on customer situation and performance level and follow the policy to document and apply these changes.
6. Identify and engage appropriate resources to implement account retention resolution.
7. Achieve minimum customer retention and productivity per month in accordance with department standards.

Experience

7-10 Years

Level

Senior

Education

Paralegal

Description :

1. Customer Check to ensure that appropriate changes were made to resolve customers' problems.
2. Complete contract forms, prepare change of address records, or issue service discontinuance orders, using computers.
3. Confer with customers by telephone or in person to provide information about products or services, take or enter orders, cancel accounts, or obtain details of complaints.
4. Contact customers to respond to inquiries or to notify them of claim investigation results or any planned adjustments.
5. Determine charges for services requested, collect deposits or payments, or arrange for billing.
6. Keep records of customer interactions or transactions, recording details of inquiries, complaints, or comments, as well as actions taken.
7. Obtain and examine all relevant information to assess validity of complaints and to determine possible causes, such as extreme weather conditions that could increase utility bills.
8. Order tests that could determine the causes of product malfunctions.

Experience

7-10 Years

Level

Management

Education

Nursing

Description :

1. Responsible for negotiating customer options, and retaining current subscribers from disconnecting their TWC services.
2. Investigating problems, tracking reasons for disconnect, and taking ownership of customers' concerns.
3. Confidently educating customers on competitive pricing, and assisting the customer in comparing and contrasting competitive services.
4. Review client accounts to determine whether life changes, economic developments or financial performance indicated a need for product package revision.
5. Exercise sound judgement in issuing credits and making exceptions to customer polices to maintain high levels of customer satisfaction and retention of clients.
6. Save and re-sold the value of products and services by properly aligning their features, benefits and price with the needs of our customers.
7. Skillfully diffuse irate customers on inbound disconnect/downgrade calls through positive customer relationship building, strong listening skills and probing techniques.

Experience

5-7 Years

Level

Executive

Education

Project Management

Description :

1. Used resources are given and negotiation skills to retain customers.
2. Process customer requests to disconnect service and assist with escalated customer issues and concerns.
3. Built customer loyalty through timely and effective one-call resolution.
4. Increased revenue through execution through various sales initiatives.
5. Used resource documentation for reference and automated and training tools provided to deliver exceptional customer service.
6. Appropriately disbursed adjustments and account credits in accordance with policy.
   
7. Demonstrated positive and cooperative behavior with customers and coworkers Completed all training requirements to stay current on existing and new systems and products to expand skills to maintain proficiency.

Experience

7-10 Years

Level

Consultant

Education

Associates In Instrumentation

Description :

1. Assisted customers with all of their phone, cable, and internet needs.
2. Answered customers billing, promotional, and service questions.
3. Performed troubleshooting and offered assistance to customers with technical difficulties for cable, phone, and internet services.
4. Opened trouble tickets and scheduled appointments for repair calls.
5. Maintained up to date knowledge of all products, promotions, and competitors' current offers.
6. Reviewed customers' accounts and advise customers of the best package offers for their needs.
7. Provide operation and system suggestions identified through customer feedback findings to Management.

Experience

2-5 Years

Level

Executive

Education

Bachelor Of Science

Description :

1. Consulting with Business and Consumer Customers who are contemplating cancellation of their existing accounts, stimulating loyalty, usage, and service.
2. Engaging, consulting and educating Customers based upon the Customers' unique needs and preferences.
3. Support and provide superior service via phones, e-mails, and faxes as a receiver and caller Use questioning and listening skills that support effective telephone communication.
4. Use an effective approach to handle special telephone tasks like call transfers, taking messages, callbacks holds, interruptions, and unintentional disconnects.
5. Understand the impact of attitude in handling calls professionally effectively deal with job stress, angry callers, and upset customers.
6. Use the most appropriate way to communicate with different behavior types on the telephone.
7. Apply the elements of building positive rapport with different types of customers over the phone.

Experience

5-7 Years

Level

Executive

Education

BS In Communications

Description :

1. Successfully improved retention of by generating quality referrals for recruiters and linguist concerns.
2. Managed HR processes related to leaves of absence, resignations and involuntary terminations.
3. Created weekly reports that included statistical data encompassing the assignment, skill set and current status of linguists.
4. Participated in an on-boarding team for new hires which involved conducting training and mentoring employees in order to increase their learning curves and support quality assurance.
5. Responsible for organizing and executing e morale boosters/employee engagement events for over 300 employees in the Columbus (Ohio) and Chantilly (Virginia) offices.
6. Project Lead for several corporate fundraising events to benefit local veterans organizations and veterans and their families.
7. Mission Essential Personnel Team Player Award for seizing the opportunity to execute various tasks within multiple departments.

Experience

5-7 Years

Level

Executive

Education

Bachelor Of Science

Description :

1. Ensure customers understand their billing statements and answer customer questions regarding recent product and service purchases.
2. Make outbound customer retention and collecting calls resulting in reduced lapse cusomers from 70 to 40%.
3. Work simultaneously with multiple computer applications and databases to include ABS and NECHO and all Microsoft Office programs.
4. Ensure that customers are happy with their Insurance Policies and educate customers about insurance options.
5. Review and update beginning of day and office activities for CRC updates or agency contacts and printing needs for office.
6. Coordinate with agents and provide necessary documentation and information on clients as needed and for appointment scheduling.
7. Organize information and update sales representatives on client status and new client needs.
8. Serve as bilingual interpreter (Spanish) for all Spanish-speaking clients and prospects.

Experience

7-10 Years

Level

Consultant

Education

Business Administration

Description :

1. Responsible for retaining customers who request to disconnect or downgrade services.
2. Re-energize the customer experience and relationship by reselling the benefits and value of Verizon products and services.
3. Positively position products against competitive program offerings.
4. Respond to customer complaints in a professional manner; attempt to resolve complaints successfully in accordance with established guidelines.
5. Escalate unresolved complaints in a timely and effective manner, in accordance with escalation guidelines.
6. Document customer transactions accurately and complete required administrative tasks such as tracking of sales and/or saves.
7. Identify and evaluate problems and make recommendations to solve them.
8. Attempt to troubleshoot customers' service problems; schedule field service calls when necessary; Schedule customer appointments in accordance with established procedures.

Experience

5-7 Years

Level

Executive

Education

Certification In ESI

Description :

1. Assisted customers with outbound enrollment verification calls to assure understanding of the program they are enrolling into and the benefits available through the program.
2. Facilitate member's education around preventative screenings and respond to any concerns/issues.
3. First call resolution to address issues and resolve issues during first contact.
4. Assisted in training new team members through peer partner process, developing work instructions for Retention Specialist and other related member campaigns.
5. Participate in Focus Groups, Call Scripts Development, Survey Data Entry and other member retention initiatives as needed.
6. Coordinated appointments with primary care physicians, specialist and securing prior authorization documentation as needed.
7. Assisted clients with medical claims issues, pharmacy issues and all other needs that fit into the scope of the New Member Retention Program.

Experience

7-10 Years

Level

Consultant

Education

Certificate Of Completion

Description :

1. Calculate premiums, refunds, commissions, adjustments, and new reserve requirements, using insurance rate standards.
2. Check computations of interest accrued, premiums due, and settlement surrender on loan values.
3. Collect initial premiums and issue receipts.
4. Compare information from application to criteria for policy reinstatement and approve reinstatement when criteria are met.
5. Correspond with insured or agent to obtain information or inform them account status or changes.
6. Examine letters from policyholders or agents, original insurance applications, and other company documents to determine if changes are needed and effects of changes.
7. Interview clients and take their calls in order to provide customer service and obtain information on claims.
8. Modify, update, and process existing policies and claims to reflect any change in beneficiary, amount of coverage, or type of insurance.

Experience

5-7 Years

Level

Executive

Education

Education