Derek Schanz
Colorado Springs,CO
Summary
Retention specialist with 20 years of experience in customer service and support. Expertise in executing outreach campaigns and analyzing feedback to improve service offerings, resulting in reduced churn rates and enhanced customer loyalty. Strong background in data analysis and campaign management, with a proven track record of resolving customer inquiries and complaints effectively. Committed to delivering exceptional service and driving positive business outcomes.
Overview
30
30
years of professional experience
Work History
Independant Contractor
Z-Trip
Colorado Springs, Colorado
03.2017 - Current
- Provided safe transportation across city routes, ensuring efficient passenger delivery.
- Maintained cleanliness and functionality of taxi vehicle through daily inspections.
- Coordinated with dispatch to confirm and accept ride requests accurately.
- Managed cash transactions and processed electronic payments with precision.
- Resolved passenger inquiries promptly, ensuring smooth ride experiences.
- Recorded mileage, fuel usage, and trip times in detailed logs.
- Consistently achieved high customer scores for outstanding service.
- Assisted disabled passengers by correctly stowing wheelchairs and equipment.
Retention Specialist
Progressive Insurance
Colorado Springs, Colorado
10.1995 - 04.2017
- Executed customer retention initiatives, successfully reducing churn rates.
- Analyzed customer feedback to identify trends and enhance service offerings.
- Conducted outreach campaigns targeting at-risk customers to reestablish connections.
- Monitored industry trends to refine retention strategies based on market demands.
- Developed strategies focused on fostering long-term customer loyalty.
- Validated customer complaints by obtaining and examining relevant information.
- Engaged with customers to process orders, cancel accounts, and gather complaint details.
Education
Bachelor of Arts - Communication / Business Marketing
University of Colorado at Colorado Springs
Colorado Springs, CO06-1985
Skills
- Customer service and support
- Payment processing
- Data analysis and trend monitoring
- Campaign execution and management
- Complaint resolution
- Problem solving
- Attention to detail
- Effective communication
- Time management
- Conflict resolution
- Error correction
- Cost control strategies
- Scope definition
- Estimations and quotes
Languages
American Sign Language
Professional
English
Professional
Timeline
Independant Contractor
Z-Trip
03.2017 - Current
Retention Specialist
Progressive Insurance
10.1995 - 04.2017
Bachelor of Arts - Communication / Business Marketing
University of Colorado at Colorado Springs