A Customer Retention Specialist communicates with the company’s customers, employees and members to enhance loyalty and retain them in their business. The level of responsibility and qualifications differ based on the industry these specialists work for, but the Customer Retention Specialist Resume mentions certain common core tasks such as – contacting customers who have issues with the company or products; handling unhappy customers and focusing on customer retention in case any customer wants to break or terminate contracts with the company and proposing effective solutions by negotiating with customers.
To help the company in retaining customers, the following skills will be required – excellent client service skills, patience, conflict resolution skills, problem-solving skills, telephone mannerism, and in-depth knowledge of human resources and career knowledge. A Bachelor’s degree and prior work experience preferably in human resources area are generally preferred.
Listened to customer requests, referring to alphabetical or geographical directories to answer questions and provide telephone information.
Used computers for various applications, such as database management or word processing.
Answered telephones and give information to callers, take messages, or transfer calls to appropriate individuals.
Created, maintained, and entered information into databases.
Set up and recorded information, updated paperwork, or maintained documents.
Operated office equipment, such as fax machines, copiers, or phone systems.
Greeted callers and handle their inquiries or direct them to the appropriate persons according to their needs.
Completed forms in accordance with company procedures.
Sr. Customer Retention Specialist Resume
Summary : Customer Service Representative with 10 years experience providing customer support in high call volume environments. Excelling at customer satisfaction, conflict resolution, and retention. Self-motivated with exceptional communication and computer capabilities.
Skills : Excellent Computer And Phone Etiquette, Exceptional Communication Skills.
Handled inbound calls from customers with questions and concerns about satellite and internet service.
Discovered customer needs by asking open ended questions and presented appropriate products and services.
Ordered services and equipment based on customer needs.
Scheduled installation of satellite and internet services.
Persuaded customers to retain services by offering discounts and special promotions on products and services.
Answer inbound calls, assist customers with their account and products.
Resolved customer complaints successfully Entrusted with confidential customer information Achieved sales goals monthly.
Jr. Customer Retention Specialist Resume
Summary : Twelve years experience in a results driven, metric oriented call center environment. Superior problem solving, critical thinking, computer and communication skills with a proven track record of results.
Skills : Cmr, Customer Services, Cash Handling, Call Center, Salesforce, Social Media Marketing, Social Networking, chat, Marketing.
Ensured customer loyalty and retention by addressing concerns on accounts and resolving them.
Provided technical support on mobile devices including cell phones and tablets, including global support.
Provided accurate and appropriate information in response to customer inquiries.
Resolution of billing problems and inquiries.
Met and exceeded call times and quotas and metrics in a fast paced call center environment.
Over-exceeded retention goals of customers wanting to cancel service, ensuring customers kept their service with the company.
Resolved customer billing issues and made account updates.
Lead Customer Retention Specialist Resume
Summary : To obtain a position that not only allows to utilize education, experience, and skill set; but, also nourish and further refine skill set, and capabilities.
Skills : Customer Service Skills, Typing,Computer,.
Provided exceptional customer service by patiently, and empathetically listening to the concerns of customers.
Created detaile reports of the concerns voiced by callers.
Provided appropriate guidance to customers based on the policy and procedures of the company.
Effectively collected personal information from customers.
Retained upset customers through utilization of rapport building, effective listening, and courteous service.
Efficiently and adequately responded to customer concerns.
Made reasonable procedure exceptions to accommodate unusual customer requests.
Provided accurate and appropriate information in response to customer inquiries.
Bachelor Of Arts
Customer Retention Specialist/Analyst Resume
Summary : Strong communication and motivational skills, and work ethic. Able to work within a team, have proven leadership ability and experience handling a lot of responsibility. Equipped with strong writing skills, as well as a solid understanding of social media.
Headline : Highly Skilled Customer Service Professional with working experience in a Fortune 500 Telecommunications Industry. Effective in call center management, training, recruiting, technical support.
Skills : Good computer skills, Bilingual- Speaks and writes Arabic fluently.
Communicated complex and technical answers clearly and concisely, adjusting language to facilitate customer comprehension.
Served as a leader and provided encouraging peer-to peer coaching.
Ability to increase profit by 15% and exceed retention target of 11% monthly.
Properly diagnosed the root cause of technical issues.
Demostrated expert negotiation and problem solving skills to resolve complex and non-routine customer concerns.
Ability to grasp complex technical concepts.
Improved call center functionality and service capacity by resolving customer complaints efficiently and quickly.
Associate Of Arts
Customer Retention Specialist/Coordinator Resume
Summary : To secure a full-time position that will lead to a lasting working relationship. Excellent customer service skills, with over 15 years experience.
Skills : Microsoft Office, 10-Key, Customer Service, Data Entry, Database Management, Account Management.
Received inbound calls from customers with regards to memberships and products.
Answered participant questions, as well as question participants to obtain full understanding of what information is being requested.
Extended trial periods on programs for customers who could benefit from an extension.
Followed- up with customers given an extension.
Assisted customers with payment options and collecting payments by phone.
Sold self help and language learning programs via phone.
Documented all calls with regards to participant inquires accurately using a Call Tracking System.
M.A In Counseling
Customer Retention Specialist/Consultant Resume
Summary : To use diverse skills and abilities to help customers and fellow employees. To use abilities to help co works complete tasks. To obtain a management position where can use to experience to aid the company in human relations and employee retention.
Skills : Type 45 Wpm, Fax multi phone lines, File great customer service.
Contacted businesses and promote our services using customer service skills and sales techniques.
Built rapport with customers, educate and sell products, overcome objections and close the sale.
Worked with field rep to develop growth strategies, create promotions and increase business within account base.
Kept an organized call calendar for scheduled appointment calls.
Followed up on all sales calls and appointments.
Followed up on Internet customer emails Meet and exceeded sales goals.
Responded to all customers' website requests and quotes.
BA In Marketing
Customer Retention Specialist III Resume
Summary : To obtain a position at a premier company utilizing the skills. Gained through previous work experience. To also acquire a position at a company where can maximize communications, and customer service skills.
Skills : Microsoft Office, Data Entry, Customer Service, Email, Billing, Computer Skills, Communication, Keyboarding, Facebook, Management.
Used resources, negotiation, and empowerment skills to retain customers.
Processed customer requests to disconnect service.
Assisted with escalated customer issues and concerns.
Provided support for new data products and service initiatives.
Built customer loyalty by utilizing training and policy resources to provide a fitting resolution.
Met department productivity and quality standards.
Handled basic customer care skills plus any additional skills that are located in that particular site or as business needs dictated.