Summary
Overview
Work History
Education
Skills
Timeline
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Deanna Bailey

Lauderhill

Summary

Dynamic retention specialist with a proven track record at DIRECTV, excelling in customer negotiations and utilizing CRM software to enhance customer satisfaction. Skilled in analyzing feedback to drive service improvements, I am dedicated to fostering loyalty and resolving issues efficiently, ensuring a positive experience for every customer interaction. I also won four elite awards for overachieving company goals during my time there.

Overview

9
9
years of professional experience

Work History

Retention Specialist

DIRECTV
Sunrise
05.2021 - 05.2025
  • Developed and implemented customer retention strategies to increase loyalty and reduce churn.
  • Compiled all calls and interactions into computer data system.
  • Performed customer negotiations to reach fair conclusion for both business and customer.
  • Adhered to scripted responses and standardized plans to address problems.
  • Conferred with customers to take or enter orders, cancel accounts and gather details of complaints.
  • Tracked and reported on key performance indicators related to customer retention and satisfaction.
  • Researched competitive offerings and identified opportunities for improving our product offering.
  • Analyzed customer feedback and sales data to identify trends and areas for improvement in service offerings.
  • Assisted customers with complaints, inquiries, and billing issues while maintaining a high level of customer satisfaction.
  • Utilized CRM software to monitor customer interactions and identify opportunities for retention interventions.
  • Implemented feedback mechanisms across customer touchpoints to proactively address concerns and improve service.
  • Resolved escalated issues from customers in a timely manner.
  • Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
  • Provided excellent service and attention to customers when face-to-face or through phone conversations.

Tech Support

Apple
Fort Lauderdale
02.2019 - 03.2021
  • Provided company users with tech support for IT problems and account maintenance.
  • Provided technical support by troubleshooting instruments or systems when problems arose.
  • Provided technical support to end users via phone calls or online chats.
  • Provided technical support to other departments regarding issues related to product quality or safety.
  • Provided technical support to users experiencing difficulties with their computers or networks.
  • Provided technical support by answering questions related to machine setup procedures.
  • Provided technical support to users on various hardware and software applications.

Customer Care Representative

Best Buy
Fort Lauderdale
03.2016 - 02.2019
  • Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
  • Oversaw warranty counseling process to manage expense controls.
  • Promptly responded to customer inquiries and resolved complaints to promote loyalty.
  • Escalated unresolved issues requiring further investigation or specialized expertise.
  • Assisted customers with price checks, lifting heavy items and addressing other inquiries.
  • Identified opportunities to upsell additional services when appropriate.
  • Increased customer satisfaction ratings by effectively answering questions, suggesting effective solutions, and resolving issues quickly.
  • Processed customer account changes with proprietary software.
  • Performed administrative duties such as filing paperwork, maintaining records, updating databases.
  • Adjusted bills and refunded money to resolve customers' service or billing complaints.
  • Provided excellent service and attention to customers when face-to-face or through phone conversations.

Education

High School Diploma -

Piper High School
Sunrise, FL
06-2014

Some College (No Degree) -

Broward College
Fort Lauderdale, FL

Skills

  • CRM software
  • Customer retention
  • Customer negotiations
  • Customer satisfaction
  • Technical support
  • Service improvement
  • communication
  • leadership
  • extremely helpful
  • Problem-solving abilities
  • Customer relations
  • Analytical and critical thinking

Timeline

Retention Specialist

DIRECTV
05.2021 - 05.2025

Tech Support

Apple
02.2019 - 03.2021

Customer Care Representative

Best Buy
03.2016 - 02.2019

High School Diploma -

Piper High School

Some College (No Degree) -

Broward College

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Deanna Bailey