Alexander Burbank
Moscow Mills,MO
Summary
Accomplished Customer Retention Manager with a proven track record at CarShield, adept in implementing innovative retention strategies and fostering meaningful client relationships. Excelled in roles requiring excellent communication and outstanding interpersonal skills, significantly enhancing customer loyalty and team performance. Proficient in Microsoft Office and Calabrio, with a top ten performance in customer retention.
Overview
3
3
years of professional experience
Work History
Customer Retention Manager
CarShield
05.2024 - Current
- Developed and taught a tested communication system to increase customer retention on calls by 15%
- Defined clear Key Performance Indicators and communicated to other team members.
- Improved staffing during busy periods by creating employee schedules and monitoring call-outs to reduce abandons by 40%
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Explained in-depth sales strategies to representatives to improve the amount of returning customers
Claims Manager
American Auto Shield
04.2023 - 05.2024
- Manage up to 640 calls and up to 150 new claims daily across 16 claims adjudicators
- Documented and communicated timely claims information while supporting accurate outcomes.
- Determined proper course of action for claims processing.
- Championed warranty claims process by providing expert knowledge and building positive, trusting relationship to support clients during challenging times.
Customer Service Manager
CarShield
12.2021 - 05.2023
- Supervised a team that out performed department average in areas of: call volume, customer retention, adherence, and quality assurance
- Resolved customer complaints while prioritizing customer satisfaction and loyalty.
- Trained and regularly mentored associates on performance-oriented strategies and customer service techniques which improved call volume by 150 calls monthly and led to a 13% increase in customer retention.
- Reviewed calls and provided with constructive and objective feedback to improve call quality
Retention Customer Service Representative
CarShield
07.2021 - 12.2021
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Held a top ten spot for six continuous months: in customer retention, call volume, sales, and attendance in a center of 200+ employees.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions
- Utilized active listening skills to assess the customers needs and issues to provide the best possible solution.
Education
Associate of Science - Engineering Physics
Saint Charles Community College
Saint Charles, MO05-2019
Skills
- Marketing knowledge
- Customer Segmentation
- Retention Strategies
- Excellent communication skills
- Outstanding interpersonal skills
- Knowledge of sales retention
- Proficiency in Microsoft Office, G Suite, Calabrio, Cisco, TouchPoint, and Canva
Timeline
Customer Retention Manager
CarShield
05.2024 - Current
Claims Manager
American Auto Shield
04.2023 - 05.2024
Customer Service Manager
CarShield
12.2021 - 05.2023
Retention Customer Service Representative
CarShield
07.2021 - 12.2021
Associate of Science - Engineering Physics
Saint Charles Community College
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