Ebriyanna Baker
Charlotte,NC
Summary
Diligent Retention Customer Service Representative with background in retention customer service. Proven ability to resolve customer concerns and maintain high satisfaction levels. Demonstrated strong communication and problem-solving skills.
Retention professional with focus on maintaining customer relationships and resolving issues efficiently. Known for delivering high-quality service and fostering team collaboration. Adaptable to changing needs and committed to achieving results.
Overview
7
7
years of professional experience
Work History
Retention Customer Service Representative
Spectrum
10.2022 - Current
- Developed rapport with customers through their active listening skills, leading to higher retention rates and positive feedback from clients.
- Met or exceeded performance metrics regularly, demonstrating consistent dedication to providing exceptional service.
- Assisted customers with account updates and plan changes to optimize their satisfaction and loyalty.
- Increased customer retention rates by effectively addressing and resolving concerns in a timely manner.
Duke Energy Customer Service Representative
Alorica
08.2020 - 08.2022
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
Cashier
Walmart
08.2017 - 05.2020
- Trained new hires on company policies, product offerings, and best practices for handling difficult customer situations.
- Greeted customers entering store and responded promptly to customer needs.
- Welcomed customers and helped determine their needs.
- Worked flexible schedule and extra shifts to meet business needs.
- Operated cash register for cash, check, and credit card transactions with excellent accuracy levels.
- Built relationships with customers to encourage repeat business.
- Helped customers complete purchases, locate items, and join reward programs.
Education
Bachelors Of Science In Criminal Justice - Criminal Justice
ECPI University
Virginia Beach, VA10.2023
Skills
- Call center experience
- Upselling strategies
- Cross-selling techniques
- CRM software proficiency
- Customer service
- Time management
- Multitasking and organization
Timeline
Retention Customer Service Representative
Spectrum
10.2022 - Current
Duke Energy Customer Service Representative
Alorica
08.2020 - 08.2022
Cashier
Walmart
08.2017 - 05.2020
Bachelors Of Science In Criminal Justice - Criminal Justice
ECPI University
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