Team Leadership
Abdul Ahmed
Customer Service/Retention Sales
Minneapolis,USA
Summary
Highly-motivated employee with desire to take on new challenges. Strong worth ethic, adaptability and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills. Consistent and organized practices. Skilled in working under pressure and challenges to best enhance the organizational brand. Hardworking and reliable Sales Representative with strong ability in customer relationships and offering effective techniques. Highly organized, proactive and punctual with team-oriented mentality. Friendly Customer Retention Specialist succeeds in identifying customer needs and utilizing inbound and outbound retention strategies. Professional telephone demeanor with sound knowledge of sales retention. Uses problem resolution and de-escalation techniques effectively.
Overview
15
15
years of professional experience
Work History
Retention Specialist/ Customer Service
Comcast/Xfinity
07.2019 - 01.2024
- Utilize a consultative approach in an effort to present the value of products and services with the purpose of retaining core products and customers and selling products and services to existing customers
- Receive a high volume of incoming phone calls and respond to inquiries in a manner that meets high quality, productivity, and other performance standards
- Retain and upgrade cable services in accordance with company requirements and customer needs
- Save customers from disconnecting or downgrading service; present benefits of products and services on all calls including billing, technical, collections, and other types of inquiries
- Respond to customer complaints in a professional manner; attempt to resolve complaints successfully in accordance with established guidelines
- Escalate unresolved complaints in a timely and effective manner, in accordance with escalation guidelines
- Attempt to troubleshoot customers
- Service problems; schedule field service calls when necessary; Schedule customer appointments in accordance with established procedures.
- Assisted customers with complaints, inquiries, and billing issues while maintaining a high level of customer satisfaction.
- Developed strategies to improve customer experience and increase loyalty.
Surveyor
12.2018 - 06.2019
- Asked clarifying questions in accordance with instructions to obtain various specified information, such as person's name, address, age, and county of residency
- Identified and resolve inconsistencies in interviewees' responses by means of appropriate questioning and/or explanation
- Compiled, recorded and coded results and data from interview or survey, using computer Reviewed data obtained from interview for completeness and accuracy
- Contacted individuals to be interviewed at home, place of business, or field location, by telephone
- Assisted Individuals in understanding questionnaires
- Ensured payment for services by verifying benefits with the person's insurance provider or working out financing options
- Identified and report problems in obtaining valid data.
Escalations/Customer Service Supervisor
05.2016 - 11.2018
- Answered Incoming telephone calls to provide information about products, services, promotions, sales, and deliveries
- Assisted customers with specific questions on products we offered
- Recommended accessories and add-on's to customer's selected product
- Identified future needs or replacements to such products
- Retained product, service and company policy knowledge to serve as a resource for both co-workers and customers
- Negotiated and closed deals with minimal oversight
- Helped customers all day by responding to inquiries and locating products
- Processed orders through an Online system and coordinated delivery to meet customer demands
- Built and maintained effective relationships with the customers
- Drive future clientele success toward common sales, services and products
- Answered customers' questions and addressed problems and complaints regarding products and services.
Retention Sales Specialist
05.2009 - 03.2015
- Answered incoming telephone calls from customer’s intending to end- bank relationships
- Supported customer's grief and empathized to help understand
- Asked specific questions to Identify any and all issues the customer has with the bank cards
- Advised of any and all benefits of retaining the client with the bank
- Offered Solution or rewards and benefits to the customers
- Assisted customers during a selection process and helped choose perfect products to meet individual needs
- Retained product, service and company policy knowledge to serve as a resource for both coworkers and customers
- Networked to build a client base and promote products to new and existing clients
- Compiled all calls and interactions into a computer data system
- Adhered to scripted responses and standardized plans to address problems
- Evaluated previous gains and losses to develop corrective actions
- Improved customer retention through the use of superb interpersonal skills and explained new products and services to customers
- Encouraging future use of bank's products and main source of personal and business choice of the customer.
Education
Pursuing Bachelor's in Business Administration -
University of Sioux Falls
Sioux Falls, SD05.2024
High School Diploma -
Lincoln High School
Sioux Falls, SD05-2006
Skills
- Microsoft Office (15 years)
- Cross-Functional Communication
- Performance Evaluation
- Documentation skills
- Upselling and Cross Selling
- Customer Relations
- Customer Retention Strategies
- Persuasion strategies
- Talent Acquisition
- Financial Analysis
- Procedure Compliance
- Retention management
- Excellent Communication
- Teamwork and Collaboration
- Time Management
- Relationship Building
- Multitasking
- Decision-Making
- Program Evaluation
- Team building
Languages
- English
- Somali
- Urdu
Accomplishments
- Employee of the month/year
- Sales recognition reward
- Team leadership
- Supervised team of 15 staff members.
- Achieved top results by completing Sales with accuracy and efficiency.
- Resolved product issue through consumer testing.
Work Preference
Work Type
Full TimePart TimeContract WorkLocation Preference
On-SiteRemoteHybridImportant To Me
Company CultureWork-life balanceCareer advancementHealthcare benefitsWork from home optionPersonal development programsTeam Building / Company RetreatsPaid time off401k matchInterests
Timeline
Retention Specialist/ Customer Service
Comcast/Xfinity
07.2019 - 01.2024
Surveyor
12.2018 - 06.2019
Escalations/Customer Service Supervisor
05.2016 - 11.2018
Retention Sales Specialist
05.2009 - 03.2015
Pursuing Bachelor's in Business Administration -
University of Sioux Falls
High School Diploma -
Lincoln High School