CHRISTIAN MCKIM
Austin,TX
Summary
A customer-first professional with eight years of customer service experience 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
17
17
years of professional experience
Work History
Retention Specialist
Quince
11.2023 - 02.2024
- 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.
- Informed customers on how to interact with the company's website.
- Built constructive customer relationships to improve loyalty and recommendations.
Subject Matter Expert & Community Manager
Accenture Flex
08.2021 - 06.2023
- Performed T2-level customer support on the Reddit platform
- Gathered & analyzed data from the Reddit
- Presented insights, productivity & trends to the client MoM & QoQ
- Suggested and building workflow process improvements
- Interfaced with client & engineering on trending issues & feedback
- Assisted high touch support agents and cross-site teams
- Assisted in training potential new hires
- Functioned as a point of contact for different client teams.
Technical Support Representative
Accenture Flex
04.2018 - 08.2021
- Performed technical support via phone, chat and email channels
- Maintained performance above QA & attendance benchmarks
- Gathered information for T2 escalations on trending issues
- Participated in process improvement & focus group activities
- Assisted in company's quarterly newsletter generation.
Sales - Senior Mac Expert
Volt
03.2017 - 04.2018
- Supported customers in the process of purchasing
- Placed purchases for both customer & business accounts
- Maintained positive professional identity for the brand
- Met and exceeded quarterly performance expectations
- Assisted in training new hires.
Team Lead
iEnergizer
04.2016 - 03.2017
- Tracked and assured team attendance & performance
- Managed team members, including 1:1 coaching and feedback
- Handled T2 escalations and reported trending issues to engineering
- Continuously support existing agents in their workflows
- Live monitor agent interactions for QA purposes.
Experience Sales Associate & Team Lead
Better Cleaning Solutions
10.2015 - 02.2016
- Door-to-door sales for cleaning equipment
- Analyzing sales opportunities based on geographic area
- Face-to-face sales support to potential customers
- Explained financing and support options
- Ensured team member safety & transportation.
Water Safety Instructor & Head Life Guard
Junction City Municipal Pool
06.2007 - 07.2015
- Tracked and assured team attendance
- Tracked and assured team members complied with necessary certs & evals
- Ensured facilities were maintained - cleanliness & safety
- Handle all preliminary testing for swimming learners
- Quality assured other swimming instructors.
Head Peer Mentor & Event Planner
Art Institute of Colorado
03.2012 - 02.2013
- Customer service for the college front desk
- Assisted college students with student life & activities
- Provided resource management
- Brainstormed & planned quarterly events for students.
Education
Bachelor Degree - Media Arts & Animation
Art Institute of Colorado
Denver, CO01.2013
Highschool Diploma -
Junction City High School
Junction City, KS01.2010
Skills
- Customer Service
- Customer Satisfaction
- Sales
- Community Management
- Office Suites
- Google Workspace
- IOS Suites
- CG Programs
- Social Listening
- Data Analytics
Timeline
Retention Specialist
Quince
11.2023 - 02.2024
Subject Matter Expert & Community Manager
Accenture Flex
08.2021 - 06.2023
Technical Support Representative
Accenture Flex
04.2018 - 08.2021
Sales - Senior Mac Expert
Volt
03.2017 - 04.2018
Team Lead
iEnergizer
04.2016 - 03.2017
Experience Sales Associate & Team Lead
Better Cleaning Solutions
10.2015 - 02.2016
Head Peer Mentor & Event Planner
Art Institute of Colorado
03.2012 - 02.2013
Water Safety Instructor & Head Life Guard
Junction City Municipal Pool
06.2007 - 07.2015
Bachelor Degree - Media Arts & Animation
Art Institute of Colorado
Highschool Diploma -
Junction City High School
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