Retention Resume Sample

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Tianna Casper
638 Stokes Meadow,  Dallas, TX
+1 (555) 109 8150

Work Experience

Director, Retention Marketing
05/2016 - PRESENT
Los Angeles, CA
  • To manage the day–to-day planning, operation and problem-solving of a team through the effective use of resources with the responsibility of setting and meeting the required SLA's
  • To develop the team to ensure delivery of a consistently superior customer experience by highly knowledgeable and customer-focused agents and to act as the communication conduit between Front liners and Management
  • Managing the floor, adherence to schedule and floor hygiene
  • Ownership and problem resolution: Call monitoring, coaching and feedback, responsibility for delivery of the defined customer experience in every call
  • Conducting performance appraisal for the team and ensuring regular feedbacks are provided
  • Track reporting and results
  • Manage attendance and the Kronos timesheet process
  • Complete monthly performance one-on-ones
  • Interviews, selects and trains new hire employees
Retention Coordinator
09/2009 - 12/2015
Dallas, TX
  • Build and managing an overall customer engagement plan which aims to improve customer retention and customer brand advocacy (NPS) while also supporting ARPU, AMPU, and ARPC outcomes
  • Work closely with the Customer Engagement and Communications team to agree a balanced portfolio of communications and contacts to achieve overall customer base outcomes
  • Work with channels to enable delivery of targeted outcomes and programs
  • Lead relevant cross-functional programs, especially working with the Customer team on retention and service programs
  • Developing and leading high performing consumer engagement and/or marketing analytics teams
  • Driving value through application of machine learning and prescriptive analytics
  • Fostering strong relationships with internal partners and stakeholders
  • Solving complex business problems in a clean and simple way
Student Success / Retention Coordinator
12/2004 - 06/2009
Los Angeles, CA
  • Demonstrates leadership across all functional areas of the call center
  • Possesses a passion for the customer and the desire to retain them
  • Manages scorecard process and provides employee feedback based on results
  • Completes annual performance reviews and presents to employees
  • Receive inbound call transfers from NCC for clients that are at risk of leaving. Articulate the value of TIAA (products, services and advice)
  • Perform outreach calls to identified retention clients while adhering to stated service level agreements
  • Participation in proactive outreach campaigns and/or pilot programs as deemed necessary by management
  • Create a synthesis of actionable insights by unifying strategic and operational insights on customer behaviour, channel feedback, competitor activity, commercial dynamics, and product insights


California Miramar University
1999 - 2004
Bachelor's Degree in Marketing

Professional Skills

  • Strong organisational and communication skills, with proven ability to handle multiple projects, and deliver results
  • Eagerness to learn new skills, including analytical skills and simple programming
  • Strong reporting analytical skills, both quantitative and qualitative, with strong attention to detail
  • Strong communication, organization, and prioritization skills
  • Self-starter with strong communication, organization, and prioritization skills
  • Strong accuracy and attention to detail and strong written and verbal communication skills
  • Strong analytical skills, with a track record of developing actionable recommendations from quantitative

How to write Retention Resume

Retention role is responsible for analytical, customer, interpersonal, digital, marketing, training, leadership, reporting, finance, resolve.
To write great resume for retention job, your resume must include:

  • Your contact information
  • Work experience
  • Education
  • Skill listing

Contact Information For Retention Resume

The section contact information is important in your retention resume. The recruiter has to be able to contact you ASAP if they like to offer you the job. This is why you need to provide your:

  • First and last name
  • Email
  • Telephone number

Work Experience in Your Retention Resume

The section work experience is an essential part of your retention resume. It’s the one thing the recruiter really cares about and pays the most attention to.
This section, however, is not just a list of your previous retention responsibilities. It's meant to present you as a wholesome candidate by showcasing your relevant accomplishments and should be tailored specifically to the particular retention position you're applying to. The work experience section should be the detailed summary of your latest 3 or 4 positions.

Representative Retention resume experience can include:

  • Excellent interpersonal skills including strong verbal and written communication skills
  • Strong customer service experience and skills in a phone based role / environment
  • Facilitate effective coaching and development of the team, focusing on skills gaps, support and adopting the best practice coaching techniques
  • Strong sales, customer service, telephone and public relation skills. Ability to make cold calls to retain and/or upsell products and services
  • Solid project management and organizations skills
  • Knowledge and application of project management principles; effective in setting priorities, applying resources and meeting deadlines

Education on a Retention Resume

Make sure to make education a priority on your retention resume. If you’ve been working for a few years and have a few solid positions to show, put your education after your retention experience. For example, if you have a Ph.D in Neuroscience and a Master's in the same sphere, just list your Ph.D. Besides the doctorate, Master’s degrees go next, followed by Bachelor’s and finally, Associate’s degree.

Additional details to include:

  • School you graduated from
  • Major/ minor
  • Year of graduation
  • Location of school

These are the four additional pieces of information you should mention when listing your education on your resume.

Professional Skills in Retention Resume

When listing skills on your retention resume, remember always to be honest about your level of ability. Include the Skills section after experience.

Present the most important skills in your resume, there's a list of typical retention skills:

  • Excellent problem-solving, listening, communication, prioritization, and customer service skills
  • Excellent analytical, quantitative, organizational, prioritization and project management skills
  • Demonstrated clear, concise and highly effective oral and written communication skills
  • Excellent skills in analyzing financial information, forecasting trends, ROI analysis, etc
  • Strong presentation skills including creation of executive level presentations
  • Self-starter with strong organization skills with the ability to self-manage and work independently with minimal supervision

List of Typical Experience For a Retention Resume


Experience For Retention Coordinator Resume

  • Professional academic advising, coaching, or counseling experience in an educational setting
  • Strong understanding of omni-channel marketing including digital, print, email, telemarketing
  • Roll-up-your-sleeves worker who is comfortable managing priorities during demanding situations
  • Skilled in communicating and managing key stakeholders externally and internally
  • Strong working knowledge of TIAA’s products, services and financial planning capabilities
  • Relevant experience working for a national service provider or telecommunications provider

Experience For Retention Supervisor Resume

  • Confident and articulate communicator, capable of inspiring strong collaboration in the organization
  • Generally requires 10+ years of related experience marketing in a business-to-consumer environment
  • Relevant experience (Marketing, Call Center Management, Analytics or Project Management) required
  • IT sector experience; selling enterprise based technology solutions into Public Sector accounts
  • Experience in a leadership role in Sales, Retention or Customer relationship management
  • Demonstrate basic product knowledge in addressing clients’ questions

Experience For Student Success / Retention Coordinator Resume

  • Customer retention / CRM / database marketing experience, ideally with an online subscription business
  • Valid driver’s license and vehicle or access to a vehicle required
  • Provides effective, proactive problem solving in customer service issues
  • Knowledge of MSP, with at least (1) years recent experience working with MSP; useful but not required
  • Knowledge of guest journey and how to design ideal campaigns including strong CTAs
  • Build and maintain effective business partnerships, maintain pulse on business performance issues and opportunities
  • Valid driver’s license access to personal vehicle, required
  • Valid driver’s license and access to a personal vehicle, required
  • Managing the email calendar and planning all BAU communications by gathering requirements from all stakeholders

Experience For Supervisor, Retention Resume

  • Briefing in campaigns to the Editorial and Creative teams, coordinating with Buyers, Merchandising and Retail teams
  • Understanding of creating marketing concepts in order to create and fulfill briefs
  • Preparing and monitoring intervention plans for students experiencing academic difficulty
  • Optimizing marketing impact within e-commerce
  • Working with rest of the Media team to share and roll out best practices, and with the Analytics team to analyze results of testing
  • Briefing in the Visual Merchandising teams on a weekly basis
  • Working knowledge of various Microsoft applications including Word, Excel, PowerPoint, Outlook and Access
  • Pulling from the central Pool; develop and motivate a high performing team. Inspire and unlock the full potential of your team

Experience For Retention Analyst Resume

  • Testing new partners and channels to drive scale
  • Working on the mobile-push schedule
  • Managing Paid social calendar and creative assets
  • Ensuring all assets meet the brief specification
  • Working in an office/student computer lab
  • Following appropriate policies and procedures, responds to member issues via telephone and written correspondence
  • Understanding of CRM concepts and segmentation

Experience For Home Retention Customer Contact Supervisor Resume

  • Support Marketing Push lead to build, schedule, and optimize campaigns including compiling, analyzing, and delivering reporting and recommendations
  • Own the end-to-end process of creating, optimizing, reporting, and sharing insights from campaigns and tests in a fast-paced, dynamic environment
  • Contribute to ongoing email marketing and ad hoc initiatives including continual optimization of Retention marketing strategy, platform, and related processes
  • Provide primary decision support to the US Energy Commercial team by preparing and contributing to ad hoc analysis to support decision making process
  • Monitor and analyze competitor activity relating to pricing and products to provide competitive intelligence for decision making
  • 2 week training period with ongoing support/coaching
  • Work collaboratively with cross-functional teams including Marketing CRM, Marketing Strategy, Creative, Site Merchandising, Content Engineering, and Quality Engineering teams and be primary day to day contact for Retention Marketing tactic Vendors’ production and QA teams, managing status of daily campaign operations
  • Develop into a subject matter expert with the Macy’s Content Management System as well as vendor production tools and eventually become the point of contact for training, user issues, escalating system issues, and requesting enhancements
  • In collaboration with and under the direction of the Program Manager, executes ‘test and learn’ use cases to support a business case for a differentiated and personalized marketing and messaging strategy

Experience For Director, Retention Marketing Resume

  • Strong analytical skills and demonstrated experience with data analysis, reporting, and use of data in decision making
  • Background in data processing and/or telemarketing desired
  • Participate in regular team workshops to provide feedback around process improvement and increasing the service offering to advisers and clients
  • Identify and propose new campaigns based on past campaign results and working with the Marketing Intelligence Team,
  • Visual merchandising for certain weekly landing pages
  • Work with team members in CHSS marketing and student advising
  • Drive REVOLVE’s customer activation and retention strategy by developing and optimizing lifecycle, batch, and transactional email campaigns
  • Supervise team responsible for retaining current subscribers of Comcast Business Class High Speed Internet, Video, Security Monitoring, and Digital Voice

Experience For Marketing Strategist / Client Retention Rep Resume

  • Collaborate cross functionally with Sales, Operations and Pricing to manage retention pricing and products
  • Assist individuals by completing the appropriate forms and meeting necessary recertification/re-enrollment targets, or by the facilitation of the process
  • Oversee production for all retention marketing efforts (direct mail, online, & telemarketing)
  • Create data-driven, segmented marketing campaigns, life-cycle messages, retention promotions and loyalty building programs through email and app channels
  • Creates executive level presentations that bring to life market opportunities, customer targets, and marketing plans in a clear and concise manner
  • Work with local BU’s/Brand Teams and key stakeholders to generate engaging content that keeps consumers coming back for more
  • Schedule and deliver campaigns according to plans and Retention & Engagement marketing calendar
  • Assist with the hiring, training, and supervision of student employees and volunteers
  • Monitor, motivate, and coach direct reports with a focus on maintaining and/or exceeding outlined team qualitative and quantitative objectives

Experience For Digital Retention & Ecrm Manager Resume

  • Be available to respond to cancellation requests from existing clients via telephone and/or in writing
  • Enjoy engaging with customers and helping them understand the impact of their decisions long-term
  • Activities are performed in an environmentally controlled office setting subject to extended periods of sitting
  • Comfortable sharing concepts and taking feedback
  • Comfort sharing concepts and taking feedback
  • Create and maintain the lead model for Guild’s servicing portfolio; utilize and incorporate large

Experience For Retention & Insights Manager Resume

  • Develop and enhance service learning opportunities in programs for 1st-year students
  • Create and optimize marketing campaigns and strategic tests to completion
  • Broad knowledge of current issues in higher education including up-to-date knowledge of retention strategies
  • Keep abreast of company products and services being offered
  • Work flexible hours, including evenings weekends and/or holidays
  • Respond promptly in providing information to enquiries
  • Tertiary Qualifications (Business / Economics / Accounting / Finance)
  • Manage and implement e-mail marketing strategies x-channels

List of Typical Skills For a Retention Resume


Skills For Retention Coordinator Resume

  • Experience in working effectively in an environment subject to tight deadlines, and potentially conflicting priorities
  • Proven track record of launching initiatives from scratch and gaining support to do this effectively
  • Strong decision-making/problem solving skills
  • Experience working effectively in an environment subject to tight deadlines
  • Client Service orientation and effective interpersonal skills
  • Strong interpersonal skills with an emphasis on sales & customer service
  • Experience in using administrative skills, advanced work practices, and leadership qualities

Skills For Retention Supervisor Resume

  • Excellent organization, written and verbal communication skills
  • Strong presentation skills for small groups and large audiences
  • Possess strong communication skills I order to liaise with multiple stakeholders
  • Including prior experience with manipulating and interpreting large data sets to generate reports which provide insights & conclusions
  • Communicate effectively by speaking, listening, writing, and presenting

Skills For Student Success / Retention Coordinator Resume

  • Effectively communicate information to management by assembling and summarizing data and preparing reports
  • Experience handling potentially conflicting priorities
  • Sales environment experience working in a demanding sales environments and experience with quota based goals, required
  • Intermediate skills in MS Excel, to support in answering frequent market sizing and ‘what-if’ questions
  • Experience in prioritizing work activities,

Skills For Supervisor, Retention Resume

  • Proven ability to resolve complex problems across multiple stakeholders in an effective and timely manner while maintaining great relationships
  • Have proven experience in a commercial email marketing role, ideally in the fashion industry
  • Outstanding customer service skills and attitude; responsive to customer needs with ability to provide prompt, courteous,
  • Prior experience in in financial services
  • Is able to manage multiple priorities and deliver high-caliber results. Demonstrated ability to lead others through tough situations
  • Understand problem situations and effectively resolve

Skills For Retention Analyst Resume

  • Take ownership of skills development within your team at all levels
  • Effectively craft simple and meaningful messages that drive desired action
  • Cable industry experience strongly favored
  • Working with stakeholders and data analysts to validate audience segments, lists, and suppressions
  • Experience in multi-tasking, working collaboratively with others, designing/presenting materials to a diverse audience
  • Experience with Microsoft Excel including data entry, sorting, creating / modifying spreadsheets
  • Experience evaluating advising and retention programming; and
  • Direct response and digital marketing experience, with at least 3 years managing retention programs involving push and email

Skills For Home Retention Customer Contact Supervisor Resume

  • Experience conducting performance appraisals and delivering coaching
  • Solid understanding of budgeting, forecasting and expense management principles
  • Good understanding of digital marketing performance
  • Some experience in using email marketing software
  • Have a strong desire to learn and enjoy using your logic and problem solving abilities
  • Experience in working with a range of people including students, staff, faculty, and American Indian Nations/Tribes particularly in a multicultural environment
  • Experience developing and implementing retention initiatives and campaigns
  • Experience working with various Email Service Providers (ESPs) and managing email campaigns
  • Professional experience interpreting data and making business recommendations

Skills For Director, Retention Marketing Resume

  • Maintains contacts and strong working relationships with the management team requesting information, advice, and assistance on retention matters
  • Career progression is encouraged into varying positions such as Financial Services, Estate Agency, Management and Skilled roles
  • Strong understanding of TIAA’s products and services, regulatory guidelines and TIAA specific processes and procedures
  • Strong understanding of TIAA's products and services, regulatory guidelines and TIAA specific processes and procedures
  • IT sector experience; specifically selling enterprise based technology solutions
  • Extensive experience managing business relationships

Skills For Marketing Strategist / Client Retention Rep Resume

  • Experience providing end-to end account management with a matrixed team of resources
  • Experience managing email campaigns and call center promotions
  • Experience in clearly communicating ticket program benefits to close a sale
  • Experience in using PeopleSoft, Microsoft applications, Adobe Photoshop/Illustrator, Tutortrac, Salesforce, MyReports
  • ECommerce and/or digital customer marketing experience
  • Experience managing staff
  • Build strong, working relationships from front-line people to Senior Executives across business units and within client organizations
  • Marketing experience with an emphasis in customer retention & lifecycle management
  • Demonstrated technical proficiencies using complex MarTech systems

Skills For Digital Retention & Ecrm Manager Resume

  • Experience in dealing with confidential information
  • Highly skilled in Microsoft Office including Word, Access and Excel
  • Professional experience working on retention campaigns and loyalty programs through mobile app to email
  • Professional digital marketing experience in food and hospitality and/or lifestyle brand
  • Strong proficiency in PC use including Microsoft Office suite products
  • Proven track record of success and developing new ways to enhance business processes
  • Experience working in a matrix managed environment
  • Strong working knowledge of Microsoft Excel with the ability to update pivot tables is required

Skills For Retention & Insights Manager Resume

  • Effective talent management, succession planning, attendance and performance management
  • Contributes to the organization’s analytic capabilities by partnering with peers within and outside of the Customer Experience department
  • Experience in CRM / loyalty / retention marketing
  • Assist Latino/a students in fostering a strong sense of self and community, and to build coalitions between communities
  • Teach or co-teach PCO 1020 First Semester Experience courses each semester
  • Operate a computer and use basic programs such as Microsoft Word, Excel, etc
  • Experience with guest event-driven, personalized campaigns
  • Develop a strong understanding of FTD's business, policies, practices, and culture
  • Experience in a position for client retention or management of complaints, an asset

List of Typical Responsibilities For a Retention Resume


Responsibilities For Retention Coordinator Resume

  • Builds and maintains strong relationships across various departments by demonstrating strong interpersonal skills
  • Multi task, set priorities and manage time effectively
  • Prepare internal communications for AAA personnel to prepare them to effectively handle member and vendor questions related to retention efforts/programs
  • Strong working understanding of TIAA’s competitors’ products and services
  • Familiarity with basic statistics, A/B and multivariate testing understanding and experience
  • Leads efforts to create, maintain and improve analysis and reporting of program effectiveness. Implements program changes based on analysis
  • Develops and socializes business cases as needed for investment and prioritization of loyalty and retention marketing efforts
  • Colloborates, innovates and builds strong relationships critical to drive the success of the retention and loyalty marketing programs
  • Experience in digital marketing or project management

Responsibilities For Retention Supervisor Resume

  • Experience in digital/Omni-channel marketing
  • Financial Services knowledge/experience (desirable)
  • Strong work ethic and a willingness to learn and develop your financial knowledge
  • Previous supervisory and call center experience-Required
  • Experienced with agency and vendor management
  • Proven ability to communicate and build cross functional relationships
  • Home Loan sales experience or related is highly desirable
  • Be a strong voice and thought leader to our technical stakeholders as we evolve our CRM MarTech solutions

Responsibilities For Student Success / Retention Coordinator Resume

  • Reporting on campaign performance, gathering insights, and making recommendations for further testing and campaign spend
  • Track record of managing, launching and delivering marketing programs
  • Contribute to ongoing email marketing and ad hoc initiatives including continual optimization of marketing strategy, platform, and related processes
  • Assists in researching and obtaining all missing documents of the servicing file
  • Take the lead in creating and delivering updates for senior execs focusing on business impact of retention efforts
  • To lead a team by coaching, motivating and engaging individuals to deliver high performance results against KPI’s
  • Successful completion of annual training and testing to maintain regulatory certification within all products being sold is required
  • To promote and deliver a positive working environment, engaging individuals to adapt to change in a culture of continuous improvement
  • Leads the development, and meeting of, departmental budget. Tracks and manages marketing expenses in order to ensure that they are within budget parameters

Responsibilities For Supervisor, Retention Resume

  • Extensive knowledge of eCommerce, merchandising and direct to customer marketing
  • Comfortable in a testing culture and testing methodology
  • Is responsible for achieving or exceeding monthly and annual department budget
  • Ensures labor costs are within the budget while adjusting staffing due to seasonal needs
  • Years in B-to-B marketing (ideally in PEO or SaaS marketing)

Responsibilities For Retention Analyst Resume

  • Maintains daily data entry of all incoming servicing files/documentation checked in or out of the documents storage center
  • Assists in scanning all servicing related documents
  • Assists with oversight of the AISSS center including computer lab, providing information, and direct student services
  • Proactive, energetic self-starter who thrives on getting things done
  • Own and continue to enhance Retention Performance reporting packages across business units and products
  • Liaise with Product Marketing and Leadership Council leaders to develop an editorial calendar for member communication

Responsibilities For Home Retention Customer Contact Supervisor Resume

  • Edits content of others to ensure clear and compelling
  • Prepare reports on marketing efforts for CHSS departments and programs, as needed; and
  • High fluency in Microsoft Office with focus on excel modeling
  • Help drive REVOLVE’s customer activation and retention strategy by using data to optimize lifecycle, batch, and transactional email campaigns
  • Responsible for growing business with targeted K-12 accounts in the New York territory
  • Responsible for growing business with targeted K-12 accounts in the Phoenix
  • Challenges accepted ways of operating to drive innovation and continuous improvement
  • Manage and execute assigned retention marketing campaigns

Responsibilities For Director, Retention Marketing Resume

  • Ensure marketing campaigns are executed on a timely basis and are within the planned budget
  • Execute strategies for achieving incremental renewal growth across all membership types
  • Make sure that all SDS students on academic probation are receiving appropriate strategies for academic success
  • Supervise payroll time reporting
  • Follow up with SDS students who are having trouble with their mentors or classes
  • Handle billing for Project Mentor fees

Responsibilities For Marketing Strategist / Client Retention Rep Resume

  • Establish KPIs, track performance, and analyze results to optimize campaigns and make data-driven decisions while keeping retention in mind
  • Knowledge and understanding of how to resolve common send errors, deliver-ability issues and bounce backs
  • Build relationships and engage customers by going the extra mile
  • State life insurance licensing capability in all 50 states, or obtain within 120 days
  • Leads development and implementation of high impact Retention and Loyalty marketing programs
  • Interest in MySQL and basic coding (i.e. PHP)

Responsibilities For Digital Retention & Ecrm Manager Resume

  • Work with a variety of PC based applications including Windows & Microsoft Office packages
  • Basic understanding of insurance products is an asset
  • Activities are primarily performed in a regular climate controlled office subject to extended periods of sitting
  • Use office equipment including a desktop computer, phone, and additional office equipment (printer, fax, etc.)
  • Use office equipment including a desktop computer, phone, and additional office equipment (printer, fax,
  • Weekly team building events and Quarterly team outings

Responsibilities For Retention & Insights Manager Resume

  • Familiarity with Student Information Systems and Advising Software (e.g., Ellucian Banner, DegreeWorks, Student Success Collaborative)
  • Thorough detailed understanding of TIAA’s advisory solutions
  • Love diving into numbers to identify patterns and draw insights
  • Articulate and champion direct mail marketing best practices and standards
  • Enjoy all the benefits of working for a publicly traded company (stock purchase plan, flexible hours and a healthy vacation plan)
  • Knowledge of FDCPA, CFPB Servicing Guidelines and state regulations related to debt collection practices
  • Work a schedule that includes some weekends; FT schedule working 12-9 M-F
  • Knowledgeable about digital marketing, communications, PR and industry trends

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