Dana Pearson
Las Vegas,NV
Summary
Thorough Customer Retention Specialist with 7 years of experience working in the Communication Industry. Self-Motivated, Goal Orientated, Personable and Enthusiastic. The ability succeed 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
Customer Retention Specialist
Cox Communications
03.2017 - Current
- Enhanced customer satisfaction by addressing and resolving complex issues promptly.
- Reduced churn rate by developing personalized retention strategies for high-risk clients.
- Streamlined communication channels for increased efficiency in addressing customer concerns.
- Contributed to company growth by upselling additional products and services during support interactions.
Account Manager
Countrywide / Bank Of America Home Loans
07.2007 - 10.2014
- Managed a diverse portfolio of accounts, ensuring timely communication and effective problem resolution.
- Streamlined loan application procedures for smoother client experiences and faster approvals.
- Assisted clients in selecting the best loan product to meet their financial needs and goals.
- Collaborated with underwriters to expedite loan processing, ensuring timely closings.
Education
Certificate of Completion in Education -
Antelope Valley College
Lancaster, CASkills
- Cross-Functional Communication
- Documentation Skills
- Offer Development
- Customer Relations
- Decision Making
- Adaptability and Flexibility
- Process Improvement
- Team Collaboration
Accomplishments
- Mentored team of 12 staff members.
- Worked on several projects for the department.(DSCC) & (Sales)
Timeline
Customer Retention Specialist
Cox Communications
03.2017 - Current
Account Manager
Countrywide / Bank Of America Home Loans
07.2007 - 10.2014
Certificate of Completion in Education -
Antelope Valley College