Elexis Fields
2795 Evans Mill Road ,Lithonia
Summary
Dynamic Customer Retention Specialist with a proven track record at Aaron’s, adept at implementing personalized retention strategies that significantly reduced churn rates. Skilled in CRM software and known for outstanding interpersonal skills, I excel in enhancing customer loyalty and driving sales growth through effective communication and problem resolution.
Overview
7
7
years of professional experience
Work History
Customer Retention Specialist
Aaron’s
Atlanta, GA
02.2022 - Current
- Implemented targeted outreach campaigns to re-engage inactive customers and boost repeat business.
- Reduced churn rate by developing personalized retention strategies for high-risk clients.
- Championed a company-wide initiative focused on creating a culture of exceptional customer service delivery across all departments.
- Contributed to company growth by upselling additional products and services during support interactions.
- Adhered to appropriate legal scripting when required.
- Streamlined communication channels for increased efficiency in addressing customer concerns.
- Collaborated with cross-functional teams to improve product offerings based on customer feedback.
- Conducted regular account reviews to identify opportunities for improving customer satisfaction and reducing attrition rates.
Customer Service Representative
VXI Global Solutions LLC
College Park, GA
09.2018 - 04.2021
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Contributed to sales growth by upselling products and services based on individual customer requirements.
- Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
- Developed feedback system for customers to share their service experience, leading to actionable improvements.
- Enhanced customer loyalty by offering personalized solutions tailored to individual needs.
- Participated in training programs to enhance product knowledge and customer service skills.
- Analyzed customer service metrics to identify trends and develop strategies for improvement.
- Collaborated with product team to communicate customer feedback, resulting in product enhancements.
- Maintained detailed records of customer interactions and transactions, ensuring accurate documentation and follow-up.
Education
High School Diploma -
Penn Foster Career School
Scranton, PA05.2014
Skills
- Patience and tolerance
- Customer service experience
- Customer service background
- Outstanding interpersonal skills
- Negotiation
- Retention strategies
- CRM software
- Excellent communication skills
- Teamwork
- Teamwork and collaboration
- Customer service
- Problem-solving
- Problem-solving skills
- Time management
- Attention to detail
- Problem-solving abilities
- Multitasking
- Multitasking Abilities
- Calm and professional under pressure
- Reliability
- Excellent communication
- Computer skills
- Understanding customer needs
- Customer service excellence
- Organizational skills
- Team collaboration
- Shipping and receiving
- Calm under pressure
- Active listening
- Effective communication
- Adaptability and flexibility
- Verbal and written communication
- Money handling
- Decision-making
- Problem resolution
- Teamwork skills
- Relationship building
- Customer relations
- Phone etiquette
- Microsoft office
- Call center experience
- Team building
- Data entry
- Task prioritization
- Stress tolerance
- Self motivation
- Product knowledge
- Medical terminology
- Interpersonal skills
- Customer relationship management
- Analytical thinking
- Work prioritization
- Conflict resolution
- Market awareness
- Information gathering
- Goal setting
- Professionalism
- Issue and complaint resolution
Timeline
Customer Retention Specialist
Aaron’s
02.2022 - Current
Customer Service Representative
VXI Global Solutions LLC
09.2018 - 04.2021
High School Diploma -
Penn Foster Career School