Dynamic retention specialist known for delivering exceptional customer satisfaction. Skilled in data analysis, engagement strategies, and problem-solving to enhance customer loyalty and retention.
Work History
Retention Specialist
Charter Communications, Spectrum
Charlotte
03.2025 - Current
Completed day-to-day duties accurately and efficiently.
Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
Prioritized and organized tasks to efficiently accomplish service goals.
Identified needs of customers promptly and efficiently.
Provided excellent service and attention to customers when face-to-face or through phone conversations.
Assisted with customer requests and answered questions to improve satisfaction.
Worked with cross-functional teams to achieve goals.
Approached customers and engaged in conversation through use of effective interpersonal and people skills.
Maintained updated knowledge through continuing education and advanced training.
Provided support and guidance to colleagues to maintain a collaborative work environment.
Exceeded customer satisfaction by finding creative solutions to problems.
Conducted comprehensive research and data analysis to support strategic planning and informed decision-making.
Achieved cost-savings by developing functional solutions to problems.
Managed customer accounts to enhance retention and loyalty.
Assisted in developing engagement strategies for at-risk customers.
Analyzed customer data to identify trends and improvement areas.
Supported marketing efforts by promoting loyalty programs and initiatives.
Assisted customers with complaints, inquiries, and billing issues while maintaining a high level of customer satisfaction.
Performed customer negotiations to reach fair conclusion for both business and customer.
Explained new products and services to customers.
Performed regular follow-up calls with customers to ensure their satisfaction with products and services.
Created personalized communication plans for key accounts based on individual needs and preferences.
Resolved customer service or billing issues by exchanging merchandise, refunding money, or adjusting bills.
Analyzed customer feedback and developed new techniques to ensure customer retention.
Identified potential risks associated with retaining existing customers and developed action plans accordingly.
Assisted in the development of strategies aimed at improving long-term customer loyalty.
Provided detailed reports on customer feedback and retention metrics for management review.
Researched competitive offerings and identified opportunities for improving our product offering.
Obtained and examined relevant information to validate customer complaints and determine possible causes.
Developed strategies to improve customer experience and increase loyalty.
Referred unresolved customer service issues to designated departments for investigation.
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