Amanda Trowbridge
Lithia,FL
Summary
Dynamic professional with a proven track record in customer retention and relationship building, honed at Charter Communications, Time Warner Cable. Excelled in implementing effective loyalty strategies and leveraging customer feedback analysis, boosting retention rates significantly. Skilled in persuasion techniques and cross-functional communication, consistently surpassing goals through strategic decision-making and strong interpersonal skills.
Overview
14
14
years of professional experience
Work History
Retention Specialist
Charter Communications, Time Warner Cable
06.2021 - Current
- Utilized advanced skills in solving problems and making accurate decisions to implement strategies that brought about immediate results.
- Developed strong relationships with key accounts, ensuring ongoing satisfaction and long-term commitment.
- Gathered feedback from departing customers to identify areas for improvement in products or services offered.
- Utilized knowledge of customer experience to create specialized plans for customer retention.
- Conducted regular account reviews, addressing concerns and presenting solutions to retain customers.
- Increased customer retention rates by developing and implementing effective loyalty strategies.
- Demonstrated strong organizational and time management skills while managing multiple projects.
- Adaptable and proficient in learning new concepts quickly and efficiently.
Collections Agent
GC Services
06.2013 - 06.2021
- Maintained high volume of calls and met demands of busy and productive group.
- Managed past due collection calls, skip tracing, outside collections agency coordination and litigation activities.
- Processed payments and applied to customer balances.
- Counseled debtors on payment options and arranged installment agreements.
- Complied with fair debt practices and regulatory guidelines and kept current with changing regulations.
- Worked in call center environment handling manual and automatically dialed outbound calls.
- Delivered exceptional customer service on collection calls and maintained calm and professional demeanor.
- Negotiated with account holders to devise repayment plans and minimize collections receivables.
- Negotiated to collect balance in full.
- Recognized as a top performer within the team for consistently surpassing goals and maintaining high levels of client satisfaction.
Team Lead
Mcdonald's
10.2010 - 08.2012
- Managed schedules, accepted time off requests and found coverage for short shifts.
- Enhanced overall team performance by providing regular coaching, feedback, and skill development opportunities.
- Maintained overall safe work environment with employee training programs and enforcement of safety procedures.
- Evaluated employee skills and knowledge regularly, training, and mentoring individuals with lagging skills.
Education
Diploma -
Plant City High School
Plant City, FL05.1999
Skills
- Customer Feedback Analysis
- Upselling and Cross Selling
- Documentation skills
- Persuasion techniques
- Retention Marketing
- Documentation abilities
- Cross-Functional Communication
- Data review
- Customer Relations
- Customer Retention Strategies
- Decision-Making
- Relationship Building
Timeline
Retention Specialist
Charter Communications, Time Warner Cable
06.2021 - Current
Collections Agent
GC Services
06.2013 - 06.2021
Team Lead
Mcdonald's
10.2010 - 08.2012
Diploma -
Plant City High School