Hollandia Jackson
Grand Prairie,TX
Summary
Proven expertise in enhancing customer loyalty and satisfaction, demonstrated during my tenure at Verizon, where I excelled in retention marketing and customer feedback analysis. Skilled in de-escalating conflicts and securing business partnerships, I significantly contributed to improving client relationships and repeat business through empathetic service and strategic upselling.
Overview
9
9
years of professional experience
2
2
years of post-secondary education
Work History
Retention Specialist
Frontier Communications
02.2020 - 09.2023
- 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.
- Built constructive customer relationships to improve loyalty and recommendations.
Sales Associate
Frontier Communications
12.2017 - 01.2020
- Organized racks and shelves to maintain store visual appeal, engage customers, and promote specific merchandise.
- Handled cash transactions efficiently while adhering to company cash handling policies, ensuring accuracy in all financial exchanges.
- Built relationships with customers to encourage repeat business.
- Managed returns, exchanges and refunds in accordance with store policy.
- Provided positive first impressions to welcome existing, new, and potential customers.
- Engaged with customers to build rapport and loyalty.
- Answered customer questions about sizing, accessories, and merchandise care.
- Maintained calm demeanor and professionally managed issues in busy, high-stress situations.
Customer Service Representative
Verizon
03.2015 - 11.2017
- 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.
Education
High School Diploma -
Booker T.Washington
Shreveport, LA05.1986
Southern Uniiversity
Shreveport, LA 08.1986 - 05.1988
Skills
- Customer Feedback Analysis
- Upselling and Cross Selling
- Documentation skills
- Retention Marketing
Accomplishments
- Used Microsoft Excel to develop inventory tracking spreadsheets.
interior designs
i like creating patterns and
Timeline
Retention Specialist
Frontier Communications
02.2020 - 09.2023
Sales Associate
Frontier Communications
12.2017 - 01.2020
Customer Service Representative
Verizon
03.2015 - 11.2017
Southern Uniiversity
08.1986 - 05.1988
High School Diploma -
Booker T.Washington
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