Carolyn Hall
East Chicago
Summary
Results-driven Retention Specialist known for high productivity and efficient task completion. Skilled in customer relationship management, conflict resolution, and data analysis to understand client needs and reduce churn rates effectively. Excel in communication, empathy, and problem-solving to enhance customer retention strategies.
Overview
16
16
years of professional experience
Work History
RETENTION SPECIALIST
AT&T
East Chicago
05.2022 - Current
- Handled escalated customer complaints professionally, de-escalating situations while finding mutually beneficial resolutions.
- Enhanced customer satisfaction levels with proactive communication and timely resolution of issues.
- Negotiated contract renewals, securing continued business partnerships with satisfied clients.
- Built constructive customer relationships to improve loyalty and recommendations.
- Developed strong relationships with key accounts, ensuring ongoing satisfaction and long-term commitment.
- Boosted revenue through upselling and cross-selling opportunities during customer interactions.
- Conducted regular account reviews, addressing concerns and presenting solutions to retain customers.
LICENSED MEDICARE SPECIALIST
Teleperformance USA
Hobart
09.2018 - 06.2021
- Developed extensive fact-checking and research skills as result of continuously reviewing different programs and options.
- Communicated with people from various cultures and backgrounds on application process.
- Interviewed applicants and explained scope of different available benefits.
CERTIFIED NURSING ASSISTANT
Help At Home Senior Care
Schererville
07.2013 - 07.2018
- Assisted with feeding and monitored intake to help patients achieve nutritional objectives.
- Promoted good oral and personal hygiene by aiding patients with shaving, bathing and teeth brushing.
- Offered immediate assistance in emergency and routine paging situations to evaluate needs and deliver care.
- Supported ambulation and physical therapy needs by conducting planned exercise routines.
- Assisted patients with mobility needs, including moving to and from beds, organizing wheelchairs and preparing assistive devices.
- Delivered individualized patient care by recording vital signs, documenting observations, administering treatments and evaluating patient needs.
CERTIFIED NURSING ASSISTANT
Montgomery Place Retirement Community
Chicago
11.2009 - 04.2013
- Evaluated patients to identify and address wounds, behavioral concerns and medically relevant symptoms.
- Assisted with feeding and monitored intake to help patients achieve nutritional objectives.
- Promoted good oral and personal hygiene by aiding patients with shaving, bathing and teeth brushing.
- Answered call lights and supported patient comfort and safety by adjusting bed rails and equipment.
Education
Licensed Accident And Health Insurance - Insurance
Teleperformance USA
Hobart, IN06.2021
Some College (No Degree) - Psychology
Southern New Hampshire University
Hooksett, NHSome College (No Degree) - English Education
Wartburg College
Waverly, IASkills
- Application review
- Applicant engagement
- Documentation and paperwork
- Program knowledge
- Effective communication skills
- Analytical skills
- Self-motivated professional
- Verbal and written communication
- Good listening skills
- Adaptability
Timeline
RETENTION SPECIALIST
AT&T
05.2022 - Current
LICENSED MEDICARE SPECIALIST
Teleperformance USA
09.2018 - 06.2021
CERTIFIED NURSING ASSISTANT
Help At Home Senior Care
07.2013 - 07.2018
CERTIFIED NURSING ASSISTANT
Montgomery Place Retirement Community
11.2009 - 04.2013
Licensed Accident And Health Insurance - Insurance
Teleperformance USA
Some College (No Degree) - Psychology
Southern New Hampshire University
Some College (No Degree) - English Education
Wartburg College