Courtney Grayson
Bartow,FL
Summary
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 maintain future customers. Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills.
Overview
6
6
years of professional experience
Work History
Retention Specialist / Resident
11.2020 - Current
- Maintain high save rates and customer satisfaction scores
- Demonstrate company values through customer love to ensure customer satisfaction via phone and emails
- Assist lead roles in return approvals for coworkers and provide support when needed to other agents
- Assist customers in completing returns in a timely, efficient manner while still providing exceptional customer service.
Tech Support
Blackboard
07.2020 - 11.2020
- Assisted families with ordering materials and created cases in Salesforce for customer issues
- Assisted with various types of technical issues via email, live chat and telephone
- Demonstrated excellent communication skills in resolving technical issues and customer complaints.
Plant Operator / Stericycle
10.2017 - 07.2018
- Demonstrated leadership by making improvements to work processes and helping to train others
- Complied with company policy, as well as federal and local requirements, to maintain team safety
- Examined final products for conformance with quality and design standards.
Education
Relevant Course Work Basic ICD-10 Coding CPT-4/HCPCS Coding Coding Cases Practice Experience Office Procedures With Insurance Computerized Medical Office Management -
Keiser University
High School Diploma - undefined
Vista Murrieta High School
Skills
- Providing support to leadership
- Courteous with strong service mindset
- Creative resolution for customer complaints
- Customer retention strategies
- Call Volume and Quality Metrics
- Sales and Upselling
- Order and Refund Processing
- Customer Service
- Conflict Resolution
- High-Volume Environments
- Retention Program Development
Timeline
Retention Specialist / Resident
11.2020 - Current
Tech Support
Blackboard
07.2020 - 11.2020
Plant Operator / Stericycle
10.2017 - 07.2018
Relevant Course Work Basic ICD-10 Coding CPT-4/HCPCS Coding Coding Cases Practice Experience Office Procedures With Insurance Computerized Medical Office Management -
Keiser University
High School Diploma - undefined
Vista Murrieta High School
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