Retention Representative Resume Sample
Tyshawn Herman
378 Judson Center,
Phoenix,
AZ
+1 (555) 241 5207
Work Experience
Customer Retention Representative
09/2015
-
PRESENT
San Francisco, CA
- Develops and maintains strategic account plans for continually maintaining and growing Cox Business’s revenue within existing accounts
- Listens to and questions customers in order to understand their businesses’ communication needs, provide solutions to meet those needs, and troubleshoot and resolve sources of service, pricing and technical problems
- Determines serviceability of client location and whether construction is required; if so, obtains construction estimate and uses market’s software to test IRR of proposed services
- Remains current on technical information regarding Cox Business’s services/solutions, including telephony, data, wireless, and video services and offerings, Customer Premises Equipment (CPE), networking, consultation, negotiation and sales skills through completion of required/recommended training program
- Represent UHC at various marketing sites, community events and during customer home visits as directed by Marketing Management. TA management’s discretion, assist the Marketing Department in day-to-day operations
- Engage patients to re-commit to home testing and to following their physician’s orders
- Listens to and questions customers in order to understand their businesses’ communication needs, troubleshoot and resolve sources of service, pricing and technical problems
- Listens to and questions customers in order to understand their businesses’ communication needs, troubleshoot and resolve sources of service, pricing and technical problems.not sure we need this one?
Inside Retention Representative
11/2009
-
05/2015
Dallas, TX
- Turns controllable requests for disconnection or downgrades into PSU sales and save opportunities and increases revenue by identifying customer’s service needs, using technical expertise to resolve customer concerns, and using proactive sales techniques
- Answers inbound customer controllable disconnect calls, and controllable disconnect calls escalated from residential call center departments. Engages in save
- Represent UHC at various marketing sites, community events and during customer home visits as directed by Marketing Management. TA management’s discretion, assist the Marketing Department in day - to - day operations
- Makes outbound follow-up calls to customers to inform them of new products/services or up-sell them on enhanced packages
- Manages the base of revenue by proactively contacts customers 3-6 months of contract expire for renewal and up-sell
- Listens to and questions customers to understand their businesses’ communication needs, troubleshoot and resolve sources of service, pricing and technical problems
- Solve complex policyholder issues with a positive attitude
- Responds to incoming customer service requests verbally in person and with written correspondence
Consumer Retention Representative
08/2006
-
09/2009
Houston, TX
- Retain customers seeking to disconnect through answering inbound calls by resolving problems or offering save and promotional incentives, credit, and other offers
- Engage with clients to understand their businesses’ communication needs, troubleshoot and resolve sources of service, pricing, or technical problems, review pricing options and share customer feedback to management as appropriate
- Conduct marketing campaigns which include proactive outbound calling and email to existing and prospective customers, generating new business or upsell new products/services which could constitute up to 50% of the total new revenue goal
- Identify and develop additional sources of new business including referrals, networking and social media
- Handle challenging customer situations and escalations to provide complete resolution
- Primary point of contact for customers for all phases of retention and sales process including preparation of service proposal, contract signature, order entry and scheduling of install and follow-up
- Determine serviceability and perform any necessary calculations pertaining to fees, time periods, pro-rations, penalties, cost analysis, competitive pricing comparisons and provide other reporting as needed
- Utilize CRM capturing accurate and complete information, track orders and follow up as needed
Education
Strayer University - Woodbridge Campus
2002 - 2006
School's Degree in Business
Professional Skills
- Strong communication skills, presentation skills, written and verbal skills
- Possess leadership abilities and strong problem solving skills to effectively identify problems and make appropriate and timely decisions
- Apply strong analytical skills to identify opportunities, trends and potential training issues and make key recommendations based on the data
- Beginner Ability to work independently Beginner Demonstrated problem solving skills
- Prior experience as a resolution specialist, claims rep or prior authorization agent
- Strong organizational skills and be detail oriented
- Help build and guide the department by sharing your learnings and experiences to to build a better experience for our customers as they use our products
How to write Retention Representative Resume
Retention Representative role is responsible for customer, organization, training, outlook, excel, credit, database, benefits, reporting, education.
To write great resume for retention representative job, your resume must include:
- Your contact information
- Work experience
- Education
- Skill listing
Contact Information For Retention Representative Resume
The section contact information is important in your retention representative 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
- Telephone number
Work Experience in Your Retention Representative Resume
The section work experience is an essential part of your retention representative 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 representative 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 representative position you're applying to.
The work experience section should be the detailed summary of your latest 3 or 4 positions.
Representative Retention Representative resume experience can include:
- Strong empathy/de-escalation skills needed
- Handle incoming calls to address complaints with the goal of increasing satisfaction and securing renewals or saves
- Create a teaming atmosphere working with New Business Reps to provide superior account management and support for our customers
- Process orders, prepare correspondence, and fulfill needs of existing customers that are at risk of cancelling services or orders
- Utilize and drive adoption on all required processes, tools and systems including Salesforce.com
- Cold calls existing medium to large customers to generate new sales opportunities and renew contracts
Education on a Retention Representative Resume
Make sure to make education a priority on your retention representative resume. If you’ve been working for a few years and have a few solid positions to show, put your education after your retention representative 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 Representative Resume
When listing skills on your retention representative 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 representative skills:
- Valid state driver’s license, good driving record, reliable transportation
- 6 months experience using a computer in a work or non-work setting
- Builds rapport and communicates regarding their experience using Dexcom CGM
- Experience in Medicare/Health Care Compliance
- Participate in projects and other activities designed to improve the customer experience
- Respond to all customer inquiries in a timely manner, providing accurate information and creating a positive customer experience
List of Typical Experience For a Retention Representative Resume
1
Experience For Customer Retention Representative Resume
- Contribute to process and procedural improvements
- Positive, polite, confident, sincere and friendly disposition
- Knowledge and proficiency with Salesforce.com
- Retain ADT Small Business and Residential customers via inbound and outbound calls and/or responding to correspondence and Internet E-mails. Work closely with all segments of ADT to retain the customer by solving their issues using exceptional customer service skills, while still maintaining an acceptable return on investment to the Company
- Maintain the database through accurate and timely input to ensure accurate reporting to senior leaders for all business segments
2
Experience For Inside Retention Representative Resume
- Support all ADT customer incentive programs (i.e. Rewards Program) to increase the tenure of the retention efforts after the save
- Participate in pilots, discussions and analysis on key metrics as it pertains to Six Sigma Projects
- Provide feedback to ADT management related to retention offers, suggested improvements and customer inquiries/questions in a professional and timely manner
- Act as a Subject Matter Expert on offers and promotions
- Offer discounts or special deals as needed and within pre-established limits
- Utilize sales skillset of probing, effective listening, building value, and objection handling to position program benefits, product features, and company's value proposition
- Maintain and exceed 100% of all assigned quotas
3
Experience For Account Retention Representative Resume
- Handle over 50 calls and 3 hours of talk time daily
- Proficient use of Microsoft Office (Outlook, Excel, Word, Access)
- Updates BID with all required customer information in a timely fashion. [Client records]
- Achieve monthly Key Performance Indicator Metrics
- Collects, documents and resolves customer feedback on product(s) and/or service
4
Experience For Consumer Retention Representative Resume
- Collaborate with employees in other departments
- Uses industry knowledge and product details to help overcome objectives
- Clearly documents all correspondence in the company database Salesforce
- Work overtime when required to ensure business needs
- Levels of management, internal and external customers
- Provide member resolution by researching, analyzing, and documenting inquiries regarding program eligibility; answer application and service questions regarding the programs and services to maintain and attract membership; conduct follow-up calls reminding members to return recertification applications, and request missing documentation if warranted
5
Experience For Outside Retention Representative Resume
- Excellent adaptability, applied learning, assignment management, building relationships, written communication, expanding and advancing opportunities, formal presentations, functional competence, high impact communications, learns continuously, PC skills, reasoning, sales skills, and sustaining customer satisfaction, in order to work effectively with teams throughout organization
- Excellent skill in adaptability, applied learning, customer service orientation, expanding and advancing sales opportunities, high impact communication, multi-tasking, negotiation, PC skill, quality orientation, reasoning, sales aptitude, and tolerance for a structured work environment in order to work effectively with teams throughout organization
- 0 – 24%
List of Typical Skills For a Retention Representative Resume
1
Skills For Customer Retention Representative Resume
- Medical Device experience and/or previous experience in a retention position
- Three years successful sales experience or customer support/account management experience
- Demonstrated ability to analyze problems, probe facts, identify and question assumptions, find creative and effective solutions to meet business goals
- Maintain an acceptable volume of sales per week and month; and a high percentage of good sales
- Experience with MS Access (ability to create, save, and utilize)
- Provider service experience
- Carrying laptop equipment, moving popup banners, and carrying promotional items
2
Skills For Inside Retention Representative Resume
- Build relationships through an informative, educational process with customers who have questions and concerns around their products from usage, deployment and challenges
- Provide business development support to the Relationship Manager, doing research and reporting on client activity
- Primarily responsible for maintaining and upselling a book of accounts
- Provide thoughtful, powerful and informative conversations while working with customers to put them into the right solutions for their needs
- Utilize a balance of assertiveness and empathy when negotiating
- Utilize retention strategies to retain existing customers
- Build & strengthen customer relationships with ongoing proactive communication
- Collaborate with New Business Reps and Customer Service team regarding account transition and customer issues to maximize client satisfaction
3
Skills For Account Retention Representative Resume
- Strive to increase productivity and meet productivity standards by completing work in timely manner
- Connects with existing and potential customers and aims to turn every call into a sales opportunity
- Promotes and sells client products and services by emphasizing product features based on customers’ needs
- Investigate customers issues and concerns and develop the outcomes needed for a successful relationship with our brands and for their projects and dreams
- Empowerment to use retention and save strategies to support your customers individual and unique journey
4
Skills For Consumer Retention Representative Resume
- Maintain accounts including all systems of record; accommodate requests for customer account maintenance Act as the primary point of contact, understanding the request and resolving when possible or referring on to the most appropriate person, to support and maintain a high level of customer satisfaction
- Discuss issues, procedures, provide value-added support and expertise, time frames, etc., in such a way as to earn the respect of internal partners and external customers
- Serve as an integral member of the relationship team, providing insight and technical expertise relative to products and services
- Facilitate, understand and generate solutions to possible gaps in meeting current client financial services needs
- Establish, manage and successfully deliver against well-communicated deadlines
- Assist Account Management in the smooth implementation of bank-wide products and services
- Serve as a liaison between clients and various departments within the organization Sales Support Leverage basic knowledge of Treasury and Payment Solutions products and services for client recommendations and trouble shooting
- Assist with basic lending process related tasks, i.e. requesting of financials, pulling of credit bureau reports as requested by Account Management Assist Account Management with Livelink file maintenance and organization
- Maintain ongoing contact with clients at appropriate levels to identify and initiate cross-sell opportunities and recommend referrals as appropriate
5
Skills For Outside Retention Representative Resume
- Communicate with our customers addressing their needs and concerns to: Engage Interest, Motivate Change, and Stimulate Action
- Engage in an Inbound call environment from current internal and external customers nationwide (70% of the day)
- Become familiar with Direct Energy’s business and specifically understand the values proposition for each product offered
- Build and maintain relationships with current and prospective customers
- Maintain a proactive approach to your guidelines and goals
- Identify needs to sell, cross-sell, and renew Direct Energy products and services
- Schedule service appointments with customers
- Accrual of personal and vacation time
- Additional pay for bilingual
6
Skills For Field Retention Representative Resume
- Company subsidized Medical, Dental, and Vision Insurance
- 401(k) Retirement Plans --Company Match Offered
- Life & Disability Insurance --Company Sponsored
- Paid Vacation, Sick Leave, & 11 Company Holidays
- Career & Leadership Development
- Company Sponsored Diversity Groups
7
Skills For Inside Retention Representative, Cox Business Resume
- Travel to patient locations within the NY area
- Excellent skill in adaptability, applied learning, customer service orientation, expanding and advancing sales opportunities, high impact communication, multi-tasking, negotiation, PC skill, quality orientation, reasoning, sales aptitude, and tolerance for a structured wrok environment in order to work effectively with teams throughout organization
- Excellent multi-tasking, teamwork, listening, verbal and written communication skills, customer service, and collaborative skills to work effectively with external customers and teams within the organization
- Effectively adapt to accelerating changes
- Effectively turn defensive/challenging situations into supportive long term relationships
- Experience dealing with dual special needs plans
- Bilingual fluency in English and Spanish, Russian, Chinese, or Yiddish
- Excellent skill in adaptability, applied learning, customer service orientation, expanding and advancing sales opportunities, high impact communication, multi-tasking, negotiation, PC skill, quality orientation, reasoning, sales aptitude, and tolerance for a structured work environment to work effectively with teams throughout organization
- Intermediate skills with Microsoft Excel (ability to create spreadsheets, filter content and perform V-lookups), Microsoft Word (ability to create, edit, and save advanced documents), and Microsoft Outlook (ability to send emails)
8
Skills For Inside Retention Representative Cox Business Resume
- Demonstrated and documented high level of performance
- Strong ability to learn and work within policy and procedures
- Successfully demonstrate ability to handle customer complaints with tact and diplomacy
- Strong ability to learn and work with policy and procedures
- Previous Customer Service experience, required
9
Skills For Patient Retention Representative Resume
- One to two years related experience, required
- Knowledge of State and Federal Regulations of CMS and Florida Medicaid
- Travel up to 75% of the time to patient locations within the Hudson Valley area
- Comfortable with technology, and quick to learn new technologies/solutions or potential ways to communicate with and contribute to our patient’s success
- Perform multiple tasks simultaneously in a high volume department
10
Skills For CSR Retention Representative Resume
- Attend required sales and product trainings and stay current on Cox Business’s services/solutions
- Conduct marketing campaigns which include proactive outbound calling and email to existing and prospective customers, generating new business or up-sell new products/services which could constitute up to 50% of the total new revenue goal
- Primarily assist with inbound retention of members by building value and helping callers to understand the importance of an Online Credit Monitoring Service
- Notate all details of the callers’ information, issue, steps taken to resolve the issue in computers
- Persuade customers to continue with our services if they want to cancel out a membership with us
- Complete all required paperwork and documentation necessary to complete the application process; track and input actions taken during the recertification process to ensure all member accounts correctly reflect activities performed
- Input, update, and create member information on databases to maintain customer accounts; utilize computer systems to perform administrative functions
- Understand and articulate the MNLMN Business Model and various offerings
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