Eve Shanklin
Bellevue,NE
Summary
Dynamic Retention Specialist with proven success at Rentokil Terminix, enhancing customer satisfaction through proactive communication and effective contract negotiation. Skilled in training development and team building, I foster strong relationships that drive loyalty and improve retention. Recognized for implementing strategies that elevate overall company performance and exceed customer expectations.
Results-driven professional well-versed in customer retention strategies and client relationship management. Known for delivering impactful solutions that enhance customer loyalty and satisfaction. Consistently collaborates with cross-functional teams to achieve organizational goals and adapt to evolving business needs with strong focus on conflict resolution and communication skills.
Overview
13
13
years of professional experience
Work History
Retention Specialist/Trainer/Administrative Clerk
Rentokil Terminix
09.2020 - Current
- Handled escalated customer complaints professionally, de-escalating situations while finding mutually beneficial resolutions.
- Enhanced customer satisfaction levels with proactive communication and timely resolution of issues.
- Negotiated contract renewals, securing continued business partnerships with satisfied clients.
- Improved overall company performance by contributing to strategic planning discussions and offering retention-focused recommendations.
- Conducted regular account reviews, addressing concerns and presenting solutions to retain customers.
- Mentored new hires, resulting in stronger staff development and increased productivity.
- Provided one-on-one mentoring to help individuals reach their full potential within the organization.
- Coached employees on best practices, providing constructive feedback to support their professional growth.
- Provided coaching and mentoring to employees.
- Facilitated virtual learning sessions.
- Conducted needs assessments to identify gaps in performance and develop targeted learning solutions.
Retention Specialist/Sales Associate/Supervisor
Thryv
06.2012 - 03.2020
- Handled escalated customer complaints professionally, de-escalating situations while finding mutually beneficial resolutions.
- Negotiated contract renewals, securing continued business partnerships with satisfied clients.
- Met with other department heads to strategize retention programs and identify opportunities for growth.
- Gathered feedback from departing customers to identify areas for improvement in products or services offered.
- Cultivated team environment focused on exceeding customer expectations, leading by example in all customer interactions.
- Conducted performance reviews and provided feedback to managers on employee performance.
- Partnered with departmental managers to ascertain hiring needs and subsequently provide candidate recommendations.
- Developed and implemented onboarding and orientation programs for new employees.
- Created and delivered HR training sessions to staff, managers and executives.
- Collaborated with other supervisors to share best practices and implement improvements across departments.
- Mentored new sales associates to contribute to store's positive culture.
- Developed comprehensive compensation plans
Education
High School Diploma -
Peoria High School
Peoria, AZSkills
- Department developement
- Upselling and cross selling
- Documentation skills
- Training development
- Contract negotiation
- Employee investigations
- New hire onboarding
- Attention to detail
- Training and mentoring
- Team building
- Training and development
Accomplishments
Rentokil Terminix Circle of Excellence Emerald Club Winner
Timeline
Retention Specialist/Trainer/Administrative Clerk
Rentokil Terminix
09.2020 - Current
Retention Specialist/Sales Associate/Supervisor
Thryv
06.2012 - 03.2020
High School Diploma -
Peoria High School
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