Description :

1. Employ a consultative approach to highlight product value, enhancing customer retention and upselling opportunities.
2. Manage a high volume of incoming calls, ensuring inquiries are addressed with quality and efficiency.
3. Facilitate service upgrades and retention in alignment with customer needs and company policies.
4. Prevent service disconnections by effectively communicating product benefits during customer interactions.
5. Analyze customer feedback to identify trends and improve retention strategies.
6. Collaborate with cross-functional teams to enhance customer experience and satisfaction.
7. Utilize CRM tools to track customer interactions and retention efforts, ensuring data-driven decisions.

Experience

7-10 Years

Level

Consultant

Education

B.S. in BA

Description :

1. Conduct comprehensive analysis of customer retention metrics to identify trends and areas for improvement.
2. Draft and present tailored contract options to customers considering cancellation, ensuring compliance with company policies.
3. Manage incoming retention accounts, prioritizing outreach to at-risk customers.
4. Initiate proactive communication with customers to discuss retention options and address concerns.
5. Apply approved discounts and credits strategically to enhance customer satisfaction and retention.
6. Collaborate with cross-functional teams to resolve complex retention issues effectively.
7. Consistently meet or exceed departmental retention and productivity targets.

Experience

7-10 Years

Level

Senior

Education

BA in BA

Description :

1. Conducted thorough customer checks to ensure effective resolution of issues and enhance satisfaction.
2. Managed contract forms and service records, ensuring accuracy and compliance.
3. Engaged with customers via phone and in-person to provide product information and resolve complaints.
4. Proactively contacted customers to address inquiries and inform them of service adjustments.
5. Calculated service charges, collected payments, and arranged billing efficiently.
6. Maintained detailed records of customer interactions, ensuring accurate documentation of inquiries and resolutions.
7. Analyzed customer complaints to identify trends and implement corrective actions.

Experience

7-10 Years

Level

Management

Education

BA Comm

Description :

1. Negotiated customer options to retain subscribers, reducing service disconnections by 30%.
2. Investigated disconnect reasons, taking ownership of customer concerns to enhance satisfaction.
3. Educated customers on competitive pricing, effectively comparing services to retain clients.
4. Reviewed client accounts to identify needs for product package revisions based on life changes.
5. Exercised sound judgment in issuing credits, maintaining high customer satisfaction and retention.
6. Aligned product features and benefits with customer needs, successfully reselling services.
7. Diffused irate customers through relationship building and strong listening skills, improving retention.

Experience

5-7 Years

Level

Executive

Education

BA Comm

Description :

1. Utilized negotiation skills to effectively retain customers and resolve issues.
2. Processed customer requests and addressed escalated concerns to ensure satisfaction.
3. Enhanced customer loyalty through effective one-call resolutions and follow-ups.
4. Increased revenue by implementing strategic sales initiatives and upselling.
5. Leveraged documentation and training tools to deliver exceptional service.
6. Administered account adjustments and credits in compliance with company policies.
7. Maintained proficiency by completing ongoing training on systems and products.

Experience

7-10 Years

Level

Consultant

Education

B.S. in BA

Description :

1. Provided exceptional support to customers, addressing inquiries and resolving issues to enhance satisfaction.
2. Utilized data analysis to identify trends and proactively address customer concerns.
3. Collaborated with cross-functional teams to develop retention strategies based on customer feedback.
4. Maintained comprehensive knowledge of products and services to offer tailored solutions.
5. Conducted regular follow-ups with customers to ensure ongoing satisfaction and loyalty.
6. Developed and implemented customer engagement initiatives that improved retention rates.
7. Analyzed customer data to identify at-risk accounts and created targeted retention plans.

Experience

2-5 Years

Level

Executive

Education

B.S. in BA

Description :

1. Consulted with customers considering account cancellation, effectively addressing concerns to enhance loyalty.
2. Educated customers on services tailored to their unique needs, fostering long-term relationships.
3. Provided exceptional service via phone and email, utilizing active listening to resolve issues promptly.
4. Managed complex customer interactions, including call transfers and message taking, ensuring seamless communication.
5. Maintained a positive attitude while handling challenging calls, effectively diffusing customer frustrations.
6. Adapted communication styles to connect with diverse customer personalities, enhancing rapport.
7. Utilized relationship-building techniques to strengthen customer connections and promote retention.

Experience

5-7 Years

Level

Executive

Education

B.S. in BA

Description :

1. Enhanced customer retention by implementing referral programs and addressing client concerns effectively.
2. Streamlined HR processes to improve employee satisfaction, directly impacting customer service quality.
3. Generated weekly performance reports to track customer engagement metrics and identify improvement areas.
4. Led onboarding initiatives for new hires, focusing on customer service excellence and retention strategies.
5. Organized employee engagement events to foster a positive workplace culture, enhancing service delivery.
6. Coordinated fundraising events, strengthening community ties and enhancing brand loyalty.
7. Awarded for exceptional teamwork and adaptability across various departments, contributing to overall retention goals.

Experience

5-7 Years

Level

Executive

Education

B.S. in BA

Description :

1. Facilitated customer understanding of billing statements, addressing inquiries on products and services.
2. Executed outbound retention calls, successfully reducing customer lapse from 70 to 40.
3. Utilized multiple databases and applications, including ABS and NECHO, to manage customer information.
4. Ensured customer satisfaction with insurance policies, providing education on available options.
5. Reviewed daily office activities, ensuring timely updates for customer service representatives.
6. Collaborated with agents to provide essential documentation and schedule client appointments.
7. Maintained organized records, updating sales teams on client status and needs.

Experience

7-10 Years

Level

Consultant

Education

B.S. in BA

Description :

1. Developed and implemented retention strategies to reduce customer churn and enhance loyalty.
2. Engaged with customers to understand their needs and address concerns effectively.
3. Analyzed customer feedback to identify trends and improve service offerings.
4. Collaborated with cross-functional teams to enhance the customer experience.
5. Documented customer interactions and maintained accurate records for follow-up.
6. Trained new team members on best practices for customer retention.
7. Monitored performance metrics to assess the effectiveness of retention initiatives.

Experience

5-7 Years

Level

Executive

Education

B.S. in BA

Description :

1. Conducted outbound calls to verify customer enrollment, ensuring clarity on program benefits and services.
2. Educated members on preventative health screenings, addressing concerns and enhancing understanding.
3. Achieved first-call resolution for customer inquiries, improving overall service efficiency.
4. Trained new team members, creating comprehensive work instructions for retention initiatives.
5. Participated in focus groups and developed call scripts to enhance member retention strategies.
6. Coordinated appointments with healthcare providers, ensuring timely access to services for members.
7. Resolved medical claims and pharmacy issues, supporting the New Member Retention Program effectively.

Experience

7-10 Years

Level

Consultant

Education

B.S. in BA

Description :

1. Analyzed customer feedback to identify trends and improve retention strategies, enhancing customer loyalty.
2. Developed and implemented targeted communication plans to engage clients and address their needs effectively.
3. Collaborated with cross-functional teams to create solutions that improved customer satisfaction and retention.
4. Monitored key performance indicators to assess the effectiveness of retention initiatives and adjust strategies accordingly.
5. Conducted regular follow-ups with clients to ensure satisfaction and resolve any issues promptly.
6. Utilized CRM tools to track customer interactions and identify opportunities for upselling and cross-selling.
7. Trained team members on best practices for customer engagement and retention techniques.

Experience

5-7 Years

Level

Executive

Education

B.S. in BA

Description :

1. Maintained high standards of customer service during high-volume, fast-paced operations.
2. Greeted customers and provided excellent customer service.
3. Pleasantly and courteously interacted with customers.
4. Consistently provided friendly guest service and heartfelt hospitality.
5. Prepared quality products while maintaining proper food safety practices, portion control and.
6. Maintained clean and safe environment, including in the kitchen, bathrooms, building exterior, parking lot, dumpster and sidewalk.
7. Reported to all shifts wearing a neat, clean and unwrinkled uniform.
8. Performed all position responsibilities accurately and in a timely manner.

Experience

2-5 Years

Level

Junior

Education

Diploma

Description :

1. Started as entry level then quickly moved to charge off team handling hard to manage delinquent accounts (90 day plus with no payment) for national banking facility.
2. Provided quality customer service in collections and loss mitigation for 60 customers per month.
3. Analyzed payment history, loan terms and customer information to determine solutions for delinquent and hardship mortgage loan customers.
4. Performed trend analysis of forecasts, budgets, and daily sales reports.
5. Identified and implemented opportunities for process improvements that led to meeting target KPIs.
6. Developed and implemented long term goals and strategies that led to a more productive team environment.
7. Worked as a team player in order to consistently achieve monthly company goal of 80% or higher.
8. Performed a cost analysis of operational costs.
9. Delivered presentations to senior leadership on forecasted projected losses and opportunities for cost savings.

Experience

2-5 Years

Level

Junior

Education

Diploma

Description :

1. Counseled clients on financial/credit issues.
2. Assisted with negotiating with creditors including applying for loan modifications and other housing issues.
3. Taught Homebuyer Education and Financial Capability courses.
4. Increased Homebuyer Education class size by marketing with partners in the community.
5. Learned the laws and regulations on issues regarding client needs including the Consumer Financial Protection Bureau's mortgage servicing standards.
6. Advised customers on different modifications available for their mortgage payments.
7. Arranged for debt repayment or establish repayment schedules, based on customer's financial situations.

Experience

5-7 Years

Level

Executive

Education

Graduate

Description :

1. Provided service support for Bank of America, executed and validated new mortgage procedures and guidelines; contacted members on delinquent mortgage loan accounts.
2. Interviewed and communicated with members to coordinate payment schedules.
3. Processed critical issues when additional assistance was required by referring user problems to supervisors, payment research or escrow departments.
4. Arranged for payments and entered information into collection notes according to collection policy and guidelines.
5. Performed and analyzed financial counseling (remedial, preventative and productive) and interviewed members to provide resolution to financial situations.
6. Identified the probability of payments, risk exposure and potential loss prior to initiating collection efforts and legal action Researched and resolved inquiries from customers, authorized 3rd parties, and fellow employees regarding modifications, repayment plans, forbearance and the eligibility requirements.
7. Documented mortgage file for complaint resolution.
8. Worked within client guidelines; interacted with various departments to assist customers with making payments, located misapplied funds, answered escrow questions, consumer complaints and resolved escalations.

Experience

0-2 Years

Level

Entry Level

Education

Bachelor's