Chekena Mann
Summary
Customer service professional with proven record in boosting customer satisfaction and loyalty. Known for collaborative work style and achieving positive outcomes. Reliable team player with adaptability to changing priorities and excellent problem-solving skills.
Overview
27
27
years of professional experience
Work History
Customer Retention Specialist
Comcast Corp
11.2001 - 08.2024
- Call Center, Remote, Microsoft Word, Excel, Powerpoint, Multi monitors
- Implemented targeted outreach campaigns to re-engage inactive customers and boost repeat business.
- Met customer call guidelines for service levels, handle time and productivity.
- Established strong relationships with key accounts, fostering loyalty and long-term client retention.
- Reduced churn rate by developing personalized retention strategies for high-risk clients.
- Enhanced customer satisfaction by addressing and resolving complex issues promptly.
- Collaborated with cross-functional teams to improve product offerings based on customer feedback.
- Streamlined communication channels for increased efficiency in addressing customer concerns.
- Trained staff on operating procedures and company services.
- Provided ongoing support to team members through mentoring, coaching, and skill development sessions.
- Boosted morale within the team by organizing engaging team-building activities and encouraging open communication among peers.
Customer Service Team Leader
Best Buy
08.1997 - 10.2001
- Stepped up to assist the customer service manager with complaints and issues during times when the department was short-staffed.
- Checked the status of orders with backordered products each day and made sure that once available, the items were shipped.
- Took cash and credit card payments via phone, in person and through email.
- Completed paperwork, entering orders for appliances and tvs for delivery.
- Strategically scheduled team members to maintain optimal staffing levels at all times during our seasonal and non seasonal.
Education
High School Diploma -
Clara Barton H.S
Brooklyn, NYSkills
- 20 Yrs Customer service
- Customer retention
- Order management
- Team leadership
- Problem resolution
- Team building
- Excellent communication skills
- Teamwork skills
- Microsoft office
- Data entry
- Customer relationship management (CRM)
- Administrative and office support
Timeline
Customer Retention Specialist
Comcast Corp
11.2001 - 08.2024
Customer Service Team Leader
Best Buy
08.1997 - 10.2001
High School Diploma -
Clara Barton H.S
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