Destiney Rice
Summary
Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires, ad providing customized solutions to build loyalty.
Overview
6
6
years of professional experience
Work History
Retention Specialist
DIRECTV
02.2020 - 10.2023
- Built constructive customer relationships to improve loyalty and recommendations.
- Utilized advanced skills in solving problems and making accurate decisions to implement strategies that brought about immediate results.
- Identified changing customer needs and adapted service strategies to meet them.
- Evaluated current customer retention strategies and recommended improvements.
- Developed loyalty programs and initiatives to incentivize repeat business.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Followed-through on all critical inter-departmental escalations to increase customer retention rates.
Customer Service Specialist
Tmobile
01.2018 - 12.2019
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
- Took payment information and other pertinent information such as addresses and phone numbers to place orders.
- Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
- Resolved concerns with products or services to help with retention and drive sales.
- Complied with company policies and procedures by encouraging positive and effective work environment among employees.
- Handled customer inquiries and suggestions courteously and professionally.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Offered advice and assistance to customers, paying attention to special needs or wants.
Education
High School Diploma -
Clay Chalkville High School
Pinson, AL05.2017
Skills
- Cross-Functional Communication
- Performance Evaluation
- Documentation Abilities
- Conflict Resolution
- Complaint Handling
- Remote Conferencing and Communication
- Retention Strategies Knowledge
- Inbound Call Management
- Customer Relationship Management (CRM)
- Product and Service Knowledge
Accomplishments
- APEX 2022 Second Quarter Top Retention Specialist Award.
- APEX 2022 First Quarter Top Retention Specialist Award.
- APEX 2021 Forth Quarter Top Retention Specialist Award.
Timeline
Retention Specialist
DIRECTV
02.2020 - 10.2023
Customer Service Specialist
Tmobile
01.2018 - 12.2019
High School Diploma -
Clay Chalkville High School