David Felton
Bethel
Summary
Dynamic customer retention specialist with proven success at Focus Services Inc., leveraging outstanding interpersonal skills and CRM software proficiency to enhance client satisfaction. Achieved significant reductions in cancellations through empathetic listening and tailored support, while streamlining resolution processes to boost efficiency and foster long-term relationships.
Overview
31
31
years of professional experience
Work History
Customer Retention Agent
Focus Services Inc.
06.2023 - Current
- Developed comprehensive knowledge of company products and services to effectively address customer inquiries.
- Collaborated with other departments to ensure seamless service delivery, enhancing overall customer satisfaction.
- Utilized effective conflict resolution skills to diffuse tense situations, maintaining positive client relationships.
- Streamlined resolution processes for increased efficiency in handling customer complaints and issues.
- Continuously refined personal approach to customer interactions, utilizing feedback from team members and supervisors to improve retention outcomes.
- Reduced cancellations through empathetic listening, understanding client needs, and offering tailored support.
Store Support Sales Representative
Victra Verizon
04.2022 - 06.2023
- Enhanced client satisfaction by addressing concerns promptly and providing exceptional service.
- Generated additional sales opportunities with upselling and cross-selling techniques.
- Expanded customer base through cold calling, networking, and relationship building.
- Increased sales revenue by identifying and targeting high-potential accounts.
Municipal Billing Agent
Navient-Gila
01.2017 - 07.2017
- Facilitated smooth interdepartmental collaboration through regular communication about ongoing projects or concerns regarding invoicing/billing issues.
- Bolstered customer retention rates by addressing and resolving billing inquiries in a timely and professional manner.
- Supported financial planning efforts by preparing monthly revenue reports for management review.
- Achieved a high level of accuracy in invoice preparation through meticulous attention to detail and careful data entry.
- Trained new employees on billing procedures and best practices, helping them become proficient quickly in their roles.
- Analyzed payment discrepancies between invoices issued vs received payments, rectifying any errors promptly.
- Maintained up-to-date client records, ensuring that all relevant information was accurately documented in the database.
Information Security Sytems Help Desk Administrato
US Army
03.1994 - 04.2017
- Developed comprehensive knowledge base articles for end-users, reducing support call volume.
- Served as a primary point of contact for troubleshooting hardware and software issues on desktops, laptops, and mobile devices.
- Maintained accurate records of all Help Desk interactions, facilitating data-driven improvements to support services.
- Evaluated new technology solutions based on current business needs and industry trends while making recommendations to management.
- Mentored junior team members and served as a resource for technical knowledge sharing within the Help Desk team.
- Collaborated with IT team to deploy software updates, minimizing downtime and disruptions.
Education
Business Administration
Huston-Tillotson
Austin, TXBachelor - Interdisciplinary Studies
Elizabeth City State University
Elizabeth City, NCSkills
- CRM software proficiency
- Customer service experience
- Customer service background
- Outstanding interpersonal skills
- Excellent communication skills
- Retention strategies
- Proficiency in office equipment
- Teamwork and collaboration
- Problem-solving skills
- Attention to detail
- Calm and professional under pressure
- Reliability
- Excellent communication
Timeline
Customer Retention Agent
Focus Services Inc.
06.2023 - Current
Store Support Sales Representative
Victra Verizon
04.2022 - 06.2023
Municipal Billing Agent
Navient-Gila
01.2017 - 07.2017
Information Security Sytems Help Desk Administrato
US Army
03.1994 - 04.2017
Business Administration
Huston-Tillotson
Bachelor - Interdisciplinary Studies
Elizabeth City State University
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