A Customer Retention Agent is responsible for designing, implementing, and handling customer retention strategies after analyzing customer feedback. The job description entails increasing loyalty and retaining the business. Daily work activities are listed on the Customer Retention Agent Resume as – negotiating with customers, implementing retention strategies, compiling reports for sales managers; communicating with customers and sales reps, analyzing customer behavior; gathering information about customer complaints, developing retention strategies based on customer feedback, meeting with the sales team and proposing customer retention solutions, and building a positive relationship with customers and business associates.
Those seeking this job role must mention on the resume the following skills – excellent customer service skills, strong conflict resolution skills, solid knowledge of sales and marketing software, the ability to remain calm and professional; and advanced communication skills. A bachelor’s degree in sales or marketing is preferred.
Objective : Managing and leading a team of Support Engineers and Support Escalation Engineers, with a focus on team performance, Regularly meeting one-on-one with your direct reports, and conduct employee connections and career development discussions throughout the year.
Skills : Customer Service Representative, Planning Skills.
Description :
Started out as an inbound call center sales associate at 1 -800 Contacts.
Contacted them every few months or so to help them complete each order that they placed with us and I was able to build a great rapport with them.
Had exceptional stats and did very well on this team.
Worked as an inbound sales associate for about 6 months, I was asked to join the service team.
Responsible for fixing any problems that a customer might have had with an order.
Focused on quality of service and customer satisfaction.
Consistently met and exceeded department expectations for productivity and accuracy levels.
Experience
2-5 Years
Level
Junior
Education
MS
Customer Retention Agent Resume
Headline : As An Customer Retention Agent, responsible for building relationships with existing customers. This includes maintaining contact with customers and providing support where needed.
Collected customer feedback and made process changes to exceed customer satisfaction goals.
Made reasonable procedure exceptions to accommodate unusual customer requests.
Provided accurate and appropriate information in response to customer inquiries.
Demonstrated mastery of customer service call script within specified time frames.
Built customer loyalty by placing follow-up calls for customers who reported product issues.
Properly directed inbound calls in phone queues to improve call flow.
Participated in various incentive programs and contests designed to support the achievement of production goals.
Experience
5-7 Years
Level
Executive
Education
MS
Customer Retention Agent Resume
Headline : To establish a long-term career in a company where I may utilize my Customer Retention Agent professional skills and knowledge to be an effective Associate Program Manager and inspiration to those around me.
Skills : Customer Service, Editing Skills.
Description :
Retained and ensured proper handling and care of Took daily inbound calls and key-entered orders, faxes, backorders, and credit memos for assigned accounts and clients.
Driven project and key stakeholder alignment on policy initiatives to ensure they are connected to the larger customer retention and customer support goals.
Partnered with cross-functional teams including Product Management, Buyer Risk, Engineering, Data Science, and Customer Support to guarantee operational readiness of new features.
Developed an end-to-end product rollout plan, and project-manage implementation for customer support product changes.
Collaborated with key partners to prepare the product for launch and drive maximum impact.
Designed customer policy experiments and implement them with the help of your product management teammates.
Acted as the main POC for the company on refunds and customer policies
Experience
5-7 Years
Level
Executive
Education
High School Diploma In General Studies
Customer Retention Agent Resume
Headline : Customer Retention Agent with 6 years of experience in Ensuring your direct reports develop their professional skills through active participation in delivery events, training, mentoring, and communities, and also Focusing on customer satisfaction, technical proficiency, timeliness of support delivery and understanding customer needs around speed, quality, and value.
Maintained excellent knowledge of a portfolio of products and services in order to understand customers' needs.
Responded to incoming requests for cancellation of services and persuade our customers to remain with the company.
Identified customers who are at risk of cancelling and ensure that every opportunity to retain these customers is investigated.
Identified opportunities to turn dissatisfied customers into happy customers.
Documented customer outcomes to add to the knowledge of reasons why customers choose to cancel their services.
Identified new business practices that could be introduced or suggest modifications to existing practices that could reduce the risk of customer cancellation.
Reported regularly to team leader on all activities relating to the role.
Experience
5-7 Years
Level
Executive
Education
GED
Customer Retention Agent Resume
Objective : As a Customer Retention Agent, responsible for providing feedback on an ongoing basis and coach engineers on improving communication skills, technical ability, and speed of customer and internal deliverables, Building effective relationships with global Customer Service and Support leaders, Microsoft engineering, and business leaders for effective projects for the right business impact.
Skills : Microsoft Office, Good With Kids, Goal Oriented, Hard Working, Fast Learner, People, Public Relations.
Description :
Responsible for retaining clients, working with billing, technical advice, setting up service calls, adjusting programming, and providing equipment.
Worked with customers to adjust our services to their accounts to promote customer satisfaction in each unique case.
Became proficient in the computer system regarding customer accounts and researching each individual need.
Helped with training.
Received monthly bonuses as a result of being able to provide utmost customer satisfaction and retention.
Ensured that all statistics pertaining to retaining customers were met/exceeded on a monthly basis depending on business needs.
Right-Sized accounts and applied discounts that were relevant to specific guidelines provided to us from management.
Experience
2-5 Years
Level
Executive
Education
Associates In Arts In Literature
Customer Retention Agent Resume
Summary : Acquire a fulltime Customer Retention Agent position as an Administrative Assistant, Secretary or Receptionist. Also looking for Work from Home positions if possible. I have a wide variety of skills.
Skills : Customer Service, Planning Skills.
Description :
Retained unsatisfied customers by assessing the customer's requirements; resulting in a 90 percent customer retention rate.
Served as project lead for relocation of customer systems to new business locations.
Diagnosed customer equipment issues, and educate new customers on equipment operation.
Processed high volume service call volume associated with a corporate customer loyalty program.
Reviewed customer orders to identify future service opportunities relevant to enhanced customer sales and service.
Taken inbound calls from customers seeking to either enhance or terminate their existing relationships with DIRECTV.
Continued my training through online learning and interactive classroom training sessions.
Experience
7-10 Years
Level
Management
Education
MS
Customer Retention Agent Resume
Objective : Interesting in handling the needs of the business effectively and as expected by the organizations that I have worked for.
Huddled and peer interactions are vital in affecting both internal and external customers; soft skills are an invaluable component when sharing best practices.
Provided my customers with the personalized and exceptional customer service they have come to expect from DIRECTV.
Met or exceeded the required statistics which changed monthly pertaining to save rate, customer loyalty, and bundles.
Surfaced and advocated for key insights from the customer support and buyer risk to advise product improvements.
Worked with Data Science, Product, and Product analysts to explore customer data to determine the best levers to improve retention and customer satisfaction with Wish.
Responsible for retaining business after termination request Discover and resolve issues surrounding cancel request including claims, billing.
Responsible for coordinating the loyalty and retention programs designed to win back, reward, renew, and retain customers and clients.
Experience
2-5 Years
Level
Executive
Education
Master Of Science
Customer Retention Agent Resume
Objective : Seeking a Customer Retention Agent position with an outstanding career opportunity that will offer a rewarding work environment along with a winning team that will fully utilize management skills.
Skills : Communication Skills, Organizational Skills.
Description :
Resolved issues that customers may have.
Retained customers for AT&T that threaten to cancel.
Canceled Lines/Accounts for customers that cannot retain.
Canceled service was established and rapport was built with the customer, I attempt to save the customer by enforcing benefits of service while providing a discounted rate if necessary.
Responsible for maintaining a quality score above 85% and a save rate above 30%.
Identified and managed existing and emerging risks that stem from business activities and the job role.
Ensured risks associated with business activities are effectively identified, measured, monitored, and controlled.
Experience
2-5 Years
Level
Executive
Education
BS
Customer Retention Agent Resume
Objective : To secure a Customer Retention Agent position with a well-established organization with a stable environment that will lead to a lasting relationship in the field of sales and customer service.
Skills : Microsoft Office Programs, Customer Service, Computer Skills.
Description :
Followed written risk and compliance policies and procedures for business activities.
Facilitated the Property & Casualty (P&C) member experience by answering inbound and/or outbound phone calls, emails, and/or other contacts from members.
Applied proficient knowledge of personal lines insurance to assist members with moderately complex quotes, binding new business, rating, policy, billing, payment, underwriting, contract and coverage provisions, and premium changes for insurance products and services.
Responsible for the respective trailing documents for all states and/or international requirements and offerings.
Utilized the tools and resources available to support members with minimal assistance.
Identified, assessed, and understood member needs and consistently provides complete and accurate advice and solutions, including products and services.
Provided thorough issue diagnosis while minimizing transfers, escalations and call backs.
Experience
2-5 Years
Level
Executive
Education
BA
Customer Retention Agent Resume
Summary : To utilize the skills and education received while in the military to recruit, train and manage personnel to be more effective and productive with a company that is Military Veteran friendly and has the possibility for advancement and management opportunities.
Effectively operated in a contact center environment and navigate multiple systems/programs while maintaining an engaging member interaction that occurs across multiple channels.
Responsible for first customer contact, retain customer information while providing a friendly, polite, and positive experience.
Responsible for data entry and assisting customers with choosing the correct plan that fits their order needs and wants.
Received inbound calls from existing customers across the country who were requesting to cancel their subscriptions.
Prioritized and multi-tasked, including navigating through multiple business applications.
Applied knowledge and understanding of insurance regulatory and compliance requirements.
Attracted, recruited and retained the right talent with the focus to create an industry-leading service delivery team, build diverse and inclusive teams, enable an environment in which people can do their best work, and identify/develop future successors and team members.
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