CHANTILLE BURLEY
Jacksonville,FL
Summary
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
28
28
years of professional experience
Work History
Retention Specialist
Comcast Virtual
01.2018 - Current
- Communicates and explains account information to the customer with focus on first-call resolution
- Identified changing customer needs and adapted service strategies to meet them.
- Evaluated current customer retention strategies and recommended improvements.
- Utilized knowledge of customer experience to create specialized plans for customer retention.
- Established customer retention programs to improve loyalty and increase lifetime value.
- Accurately calculates and communicates taxes, fees, one-time charges, and/or recurring monthly fees
- Explains billing cycles, processes, and prorates effectively to ensure that customers understand their statements
- Corrects discrepancies on customers' billing statements, and researches customer billing situations as necessary
- When appropriate, follows established escalation procedures to expedite prompt resolution
- Establishes and maintains effective relationships with customers
- Educates customers and promotes self-service options
- Consistently meets or exceeds established goals and performance metrics
- Acts as a product consultant, articulating product features and benefits and making recommendations based on customer needs/interests; identifying buying signals and asking for the sale, reselling current value or right-size, delivering a quality customer experience
- Interacts with customers via telephone or e-mail to assist with a variety of customer inquiries and issues regarding billing, repair, and retention
- Proactively retain existing customers from canceling service by using retention techniques.
- Built constructive customer relationships to improve loyalty and recommendations.
- Utilized advanced skills in solving problems and making accurate decisions to implement strategies that brought about immediate results.
Legal Secretary
Melvin G. Cooper & Associates
03.2015 - 01.2018
- Greeting clients, handling incoming and outgoing calls, incoming and outgoing mail, incoming and outgoing emails, faxing, copying, scanning, MEC filing, and other administrative tasks
- Conserves attorneys time by reading, researching, reviewing, verifying, and routing correspondence, reports and legal documents; drafting letters and documents; collecting and analyzing information; initiating telecommunications; organizing client conferences, and attorney meetings; scheduling couriers, court reporters, expert witnesses, and other special functions; preparing expense reports
- Maintains attorney calendar by planning and scheduling conferences, teleconferences, dispositions, and travel; recording and monitoring court appearance dates, pleadings, and filing requirements; monitoring evidence-gathering; anticipating changes in litigation or transaction preparation requirements
- Generates revenues by documenting and inputting attorney billable time and reimbursable expenses; preparing invoices; tracking payments
- Maintains client confidence by keeping client/attorney information confidential
- Provides historical reference by developing and utilizing filing and retrieval systems; recording meeting discussions; maintaining transcripts; documenting and maintaining evidence
- Maintains office supplies by checking stocks; placing and expediting orders; evaluating new products
- Ensures operation of equipment by completing preventive maintenance requirements; calling for repairs
- Enhances department and organization reputation by accepting ownership for accomplishing new and different requests; exploring opportunities to add value to job accomplishments.
- Prepared legal correspondence and wrote professional letters for legal assistants and attorneys.
- Organized files for court proceedings.
School Aide
Public School 4
09.1997 - 02.2015
- Assisted teachers with preparing IEP(Individual Education Plan), monitored daily living skills for children with disabilities, helped plan/create and conduct student recreational activities
- Recorded parent/student departures and entry into school and assisted new parents and incoming students and payroll preparation
- Effectively operate technological equipment, directed/transferred calls to their destination and processed all incoming and outgoing, USPS, UPS, FED EX and other correspondences
- Performed multifaceted general office support using Microsoft Word, Excel and Power Point while juggling multiple tasks daily
- Scheduling meeting for parents and staffs
- Maintaining and ensuring all equipment is up to date and call or any repairs or supplies if needed
- Budget and inventory reports, prepares or assists in the preparation of the annual budget, and procures all supplies, furniture, and office equipment
- Maintains supplies inventory and placing order for supplies when needed
- Make sure record keeping systems, office layout and performance standards to create new systems or revise established procedures
- Delivered personalized educational, behavioral, and emotional support to individual students to enable positive learning outcomes.
- Assisted teachers with classroom management and document coordination to maintain positive learning environment.
Nursing Assistant
Bruckner Nursing Home
02.1995 - 09.1997
- Provided patient comfort by utilizing resources and materials, answered patients call lights and requests, recorded observations
- Documented actions by completing forms, report, logs and records and maintained work operations by following policies and procedures
- Assisted with moving and transporting residents into and out of beds, chairs, bathtubs, wheelchairs, lifts etc
- Ordered, received and stocked supplies and patient products, prepared food and beverage orders and served patients
- Followed operational policies and procedures, including those for safety and security to ensure the safety of all partners/patients/customers during each shift
- Checked patient vitals such as temperature, blood pressure, and blood sugar levels.
- Answered call lights and supported patient comfort and safety by adjusting bed rails and equipment.
Education
Business Administration
Queens Borough Community College
09.2014
Skills
- Benefits Administration
- Scripted Responses
- Equal Employment Opportunity (EEO)
- Call Volume Analysis
- Customer Service and Assistance
- Customer Relations
- Issue and Complaint Resolution
- Process Improvement Initiatives
Timeline
Retention Specialist
Comcast Virtual
01.2018 - Current
Legal Secretary
Melvin G. Cooper & Associates
03.2015 - 01.2018
School Aide
Public School 4
09.1997 - 02.2015
Nursing Assistant
Bruckner Nursing Home
02.1995 - 09.1997
Business Administration
Queens Borough Community College
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