Description :

1. Employ a consultative approach to highlight product value, enhancing customer retention and upselling opportunities.
2. Manage a high volume of incoming calls, ensuring inquiries are addressed with quality and efficiency.
3. Facilitate service upgrades and retention in alignment with customer needs and company policies.
4. Prevent service disconnections by effectively communicating product benefits during customer interactions.
5. Analyze customer feedback to identify trends and improve retention strategies.
6. Collaborate with cross-functional teams to enhance customer experience and satisfaction.
7. Utilize CRM tools to track customer interactions and retention efforts, ensuring data-driven decisions.

Experience

7-10 Years

Level

Consultant

Education

B.S. in BA

Description :

1. Conduct comprehensive analysis of customer retention metrics to identify trends and areas for improvement.
2. Draft and present tailored contract options to customers considering cancellation, ensuring compliance with company policies.
3. Manage incoming retention accounts, prioritizing outreach to at-risk customers.
4. Initiate proactive communication with customers to discuss retention options and address concerns.
5. Apply approved discounts and credits strategically to enhance customer satisfaction and retention.
6. Collaborate with cross-functional teams to resolve complex retention issues effectively.
7. Consistently meet or exceed departmental retention and productivity targets.

Experience

7-10 Years

Level

Senior

Education

BA in BA

Description :

1. Conducted thorough customer checks to ensure effective resolution of issues and enhance satisfaction.
2. Managed contract forms and service records, ensuring accuracy and compliance.
3. Engaged with customers via phone and in-person to provide product information and resolve complaints.
4. Proactively contacted customers to address inquiries and inform them of service adjustments.
5. Calculated service charges, collected payments, and arranged billing efficiently.
6. Maintained detailed records of customer interactions, ensuring accurate documentation of inquiries and resolutions.
7. Analyzed customer complaints to identify trends and implement corrective actions.

Experience

7-10 Years

Level

Management

Education

BA Comm

Description :

1. Negotiated customer options to retain subscribers, reducing service disconnections by 30%.
2. Investigated disconnect reasons, taking ownership of customer concerns to enhance satisfaction.
3. Educated customers on competitive pricing, effectively comparing services to retain clients.
4. Reviewed client accounts to identify needs for product package revisions based on life changes.
5. Exercised sound judgment in issuing credits, maintaining high customer satisfaction and retention.
6. Aligned product features and benefits with customer needs, successfully reselling services.
7. Diffused irate customers through relationship building and strong listening skills, improving retention.

Experience

5-7 Years

Level

Executive

Education

BA Comm

Description :

1. Utilized negotiation skills to effectively retain customers and resolve issues.
2. Processed customer requests and addressed escalated concerns to ensure satisfaction.
3. Enhanced customer loyalty through effective one-call resolutions and follow-ups.
4. Increased revenue by implementing strategic sales initiatives and upselling.
5. Leveraged documentation and training tools to deliver exceptional service.
6. Administered account adjustments and credits in compliance with company policies.
7. Maintained proficiency by completing ongoing training on systems and products.

Experience

7-10 Years

Level

Consultant

Education

B.S. in BA

Description :

1. Provided exceptional support to customers, addressing inquiries and resolving issues to enhance satisfaction.
2. Utilized data analysis to identify trends and proactively address customer concerns.
3. Collaborated with cross-functional teams to develop retention strategies based on customer feedback.
4. Maintained comprehensive knowledge of products and services to offer tailored solutions.
5. Conducted regular follow-ups with customers to ensure ongoing satisfaction and loyalty.
6. Developed and implemented customer engagement initiatives that improved retention rates.
7. Analyzed customer data to identify at-risk accounts and created targeted retention plans.

Experience

2-5 Years

Level

Executive

Education

B.S. in BA

Description :

1. Consulted with customers considering account cancellation, effectively addressing concerns to enhance loyalty.
2. Educated customers on services tailored to their unique needs, fostering long-term relationships.
3. Provided exceptional service via phone and email, utilizing active listening to resolve issues promptly.
4. Managed complex customer interactions, including call transfers and message taking, ensuring seamless communication.
5. Maintained a positive attitude while handling challenging calls, effectively diffusing customer frustrations.
6. Adapted communication styles to connect with diverse customer personalities, enhancing rapport.
7. Utilized relationship-building techniques to strengthen customer connections and promote retention.

Experience

5-7 Years

Level

Executive

Education

B.S. in BA

Description :

1. Enhanced customer retention by implementing referral programs and addressing client concerns effectively.
2. Streamlined HR processes to improve employee satisfaction, directly impacting customer service quality.
3. Generated weekly performance reports to track customer engagement metrics and identify improvement areas.
4. Led onboarding initiatives for new hires, focusing on customer service excellence and retention strategies.
5. Organized employee engagement events to foster a positive workplace culture, enhancing service delivery.
6. Coordinated fundraising events, strengthening community ties and enhancing brand loyalty.
7. Awarded for exceptional teamwork and adaptability across various departments, contributing to overall retention goals.

Experience

5-7 Years

Level

Executive

Education

B.S. in BA

Description :

1. Facilitated customer understanding of billing statements, addressing inquiries on products and services.
2. Executed outbound retention calls, successfully reducing customer lapse from 70 to 40.
3. Utilized multiple databases and applications, including ABS and NECHO, to manage customer information.
4. Ensured customer satisfaction with insurance policies, providing education on available options.
5. Reviewed daily office activities, ensuring timely updates for customer service representatives.
6. Collaborated with agents to provide essential documentation and schedule client appointments.
7. Maintained organized records, updating sales teams on client status and needs.

Experience

7-10 Years

Level

Consultant

Education

B.S. in BA

Description :

1. Developed and implemented retention strategies to reduce customer churn and enhance loyalty.
2. Engaged with customers to understand their needs and address concerns effectively.
3. Analyzed customer feedback to identify trends and improve service offerings.
4. Collaborated with cross-functional teams to enhance the customer experience.
5. Documented customer interactions and maintained accurate records for follow-up.
6. Trained new team members on best practices for customer retention.
7. Monitored performance metrics to assess the effectiveness of retention initiatives.

Experience

5-7 Years

Level

Executive

Education

B.S. in BA

Description :

1. Conducted outbound calls to verify customer enrollment, ensuring clarity on program benefits and services.
2. Educated members on preventative health screenings, addressing concerns and enhancing understanding.
3. Achieved first-call resolution for customer inquiries, improving overall service efficiency.
4. Trained new team members, creating comprehensive work instructions for retention initiatives.
5. Participated in focus groups and developed call scripts to enhance member retention strategies.
6. Coordinated appointments with healthcare providers, ensuring timely access to services for members.
7. Resolved medical claims and pharmacy issues, supporting the New Member Retention Program effectively.

Experience

7-10 Years

Level

Consultant

Education

B.S. in BA

Description :

1. Analyzed customer feedback to identify trends and improve retention strategies, enhancing customer loyalty.
2. Developed and implemented targeted communication plans to engage clients and address their needs effectively.
3. Collaborated with cross-functional teams to create solutions that improved customer satisfaction and retention.
4. Monitored key performance indicators to assess the effectiveness of retention initiatives and adjust strategies accordingly.
5. Conducted regular follow-ups with clients to ensure satisfaction and resolve any issues promptly.
6. Utilized CRM tools to track customer interactions and identify opportunities for upselling and cross-selling.
7. Trained team members on best practices for customer engagement and retention techniques.

Experience

5-7 Years

Level

Executive

Education

B.S. in BA

Description :

1. Delivered exceptional customer service while managing high-volume inquiries in a fast-paced environment.
2. Engaged with clients to understand their needs and provide tailored solutions.
3. Maintained compliance with all regulatory requirements while assisting clients.
4. Trained and mentored new staff to uphold service standards.
5. Utilized CRM software to track customer interactions and follow-ups.
6. Collaborated with team members to optimize operational processes.
7. Resolved customer complaints effectively, ensuring a positive experience.

Experience

2-5 Years

Level

Junior

Education

B.S. in BA

Description :

1. Progressed from entry-level to charge-off team, managing delinquent accounts over 90 days for a national banking facility.
2. Delivered exceptional customer service in collections and loss mitigation for up to 60 clients monthly.
3. Analyzed payment histories and customer data to formulate effective solutions for mortgage loan customers in hardship.
4. Conducted trend analysis on forecasts, budgets, and sales reports to inform strategic decisions.
5. Identified process improvement opportunities that consistently met target KPIs.
6. Developed long-term strategies to enhance team productivity and morale.
7. Collaborated with cross-functional teams to achieve a monthly company goal of 80% customer retention.

Experience

2-5 Years

Level

Junior

Education

B.S. in BA

Description :

1. Counseled clients on complex financial issues, providing tailored advice to improve their situations.
2. Facilitated negotiations with creditors, assisting clients in applying for loan modifications and resolving housing issues.
3. Delivered Homebuyer Education and Financial Capability courses, enhancing financial literacy in the community.
4. Increased Homebuyer Education class enrollment by collaborating with local organizations for outreach.
5. Staying updated on laws and regulations regarding client needs, including mortgage servicing standards from the CFPB.
6. Advised clients on various mortgage modification options based on their financial circumstances.
7. Structured debt repayment plans tailored to individual client situations, facilitating financial recovery.

Experience

5-7 Years

Level

Executive

Education

B.A.

Description :

1. Provided exceptional support for Bank of America, implementing mortgage procedures and guiding clients through financial challenges.
2. Engaged with homeowners to create manageable payment schedules, ensuring timely communication and support.
3. Identified and escalated critical issues to appropriate departments, facilitating swift resolutions for clients.
4. Documented interactions meticulously to maintain accurate records and compliance with collection policies.
5. Conducted financial counseling sessions, helping clients understand their options and make informed decisions.
6. Analyzed payment probabilities and assessed risk exposure to tailor collection efforts effectively.
7. Collaborated across departments to resolve client complaints and inquiries, ensuring a seamless customer experience.

Experience

0-2 Years

Level

Entry Level

Education

B.S. in BA