Summary
Work History
Education
Skills
Timeline
Generic

Deshauwna Overton

Charlotte

Summary

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.

Education

High School Diploma -

Fort Mill High School
Fort Mill, SC
06-2024

Skills

  • Customer retention
  • Data analysis
  • Engagement strategies
  • Reporting metrics
  • Strategic planning
  • Customer relationship management

Timeline

Retention Specialist

Charter Communications, Spectrum
03.2025 - Current

High School Diploma -

Fort Mill High School
Deshauwna Overton