Beverly Bailey
Haslet,Texas
Summary
Obtain a position where I can utilize my sales and customer service skills to become a high performer and eventually get an opportunity to further my career. Negotiations-savvy Customer Retention Specialist accurately manages large volume of calls and inquiries. Adept at building key relationships and applying effective customer service techniques to increase sales revenue. Accommodating Retention Specialist focused on sourcing high-quality candidates and minimizing turnover to enhance team productivity. Coordinated and organized professional with 30 years of vast experience managing employee relations activities in fast-paced, growing company. Attentive listener committed to building strong, trusting relationships with staff and management. Flexible and focused team player with expertise in customer relationship management, HR proficiencies, strategic planning and time management. Considered highly knowledgeable in information technology, systems and program management.
Overview
23
23
years of professional experience
Work History
Retention Specialist - Small Business
Verizon Communications/Frontier
Irving, TX
01.2014 - 01.2021
- By utilizing my sales, billing, and excellent customer service skills I provide feedback on how to maximize the services provided to the customer to run their business efficiently and keep cost down
- By doing so, this reduces churn and keeps customer loyal to the company.
- Assisted customers with complaints, inquiries, and billing issues while maintaining a high level of customer satisfaction.
- Conducted customer service surveys to identify areas of improvement in customer retention.
- Developed strategies to improve customer experience and increase loyalty.
- Performed regular follow-up calls with customers to ensure their satisfaction with products and services.
- Researched competitive offerings and identified opportunities for improving our product offering.
- Collaborated with other departments to develop promotional campaigns aimed at increasing retention rates.
- Participated in cross-functional teams dedicated to developing innovative solutions for reducing churn rate.
- Explained new products and services to customers.
- Maintained and updated organizational charts, employee handbooks or performance evaluation forms.
Small Business Sales & Billing Rep
Verizon Communications
06.1998 - 01.2014
- Versatile in many areas of customer relations such as sales, billing, cold calling and customer escalations
- Achieved the highest close rate in the office on cold call leads while also providing the customer with an excellent customer experience.
- Reviewed and processed customer invoices, credits, and payments accurately.
- Maintained detailed records of billing information in the company's database.
- Performed data entry to update customer accounts with payment details.
- Assisted customers with inquiries regarding their bills and payment options.
- Researched discrepancies between customer invoices and payments received.
- Investigated customer complaints related to billing issues.
- Reconciled vendor statements on a regular basis.
- Processed credit card payments from customers using secure online systems.
- Served as primary contact for internal departments concerning billing matters.
- Followed up with customers on past due balances via phone or email communication.
Education
High School Diploma -
North High School ,
Columbus, OH06-1982
Some College (No Degree) - Business Administration
NCTC
Gainesville, TXSkills
- Over 20 years sales & customer service experience
- Outstanding problem-solving skills
- Pay close attention to detail
- Ability to multi-task and meet aggressive deadlines
- Willing to take over any responsibilities given
- Performance Evaluation
- Trend tracking
- Cross-Functional Communication
- Data review
- Documentation skills
- Customer Retention Strategies
- Customer Relations
- Upselling and Cross Selling
- Effective Communication
- Relationship Building
Timeline
Retention Specialist - Small Business
Verizon Communications/Frontier
01.2014 - 01.2021
Small Business Sales & Billing Rep
Verizon Communications
06.1998 - 01.2014
High School Diploma -
North High School ,
Some College (No Degree) - Business Administration
NCTC
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