Abigail Hope Bassinger-Wilkserson
Remote Customer Service & Retention Supervisor
Fort Wayne,IN
Summary
Results-driven Customer Service Leader specializing in retention strategies and effective communication. Implemented initiatives that reduced churn and enhanced client loyalty through CRM tools and data analysis. Led cross-functional collaboration and team coaching efforts to improve customer satisfaction and drive business growth.
Overview
25
25
years of professional experience
Work History
Remote Customer Service & Retention Supervisor
FlexPro Meals
Fort Wayne, IN
02.2022 - Current
- Oversaw team of customer service specialists across email, SMS, social media, and phone channels.
- Developed daily workflows, macros, and retention scripts, enhancing response speed and empathy in customer interactions.
- Trained new hires on subscription management and FlexPro brand voice for consistent service.
- Led development and rollout of FlexPass loyalty credits and proactive 'save' campaigns to reduce churn.
- Implemented personalized follow-ups and tiered discount structures, increasing customer retention rates.
- Introduced proactive retention initiatives, significantly reducing subscription cancellations.
- Collaborated with marketing, fulfillment, and IT teams to efficiently resolve recurring customer issues.
- Authored training documentation for new agents to standardize tone, accuracy, and service quality.
Retention Specialist
Comcast Cable and XMinity Internet
Fort Wayne, IN
01.2020 - 12.2022
- Developed targeted retention strategies leveraging customer feedback to enhance client satisfaction.
- Analyzed customer behavior to identify trends and improve retention strategies.
- Negotiated contract renewals with customers to secure ongoing business relationships.
- Met with sales team to propose effective customer retention solutions.
- Communicated with customers and sales representatives to enhance service delivery.
- Compiled and presented actionable reports on customer behavior, shaping data-driven retention strategies.
- Cultivated strong relationships with customers and business associates, significantly boosting customer loyalty.
- Ranked number 4 in regional sales for several months, achieving recognition in directors club.
Ice Cream Maker II
Nestle
05.2018 - 11.2022
- Monitored critical control points, adjusting processes to maintain operational control and product quality.
- Performed required quality checks and documentation to meet specifications, identifying and correcting HACCP/OPP gaps.
- Executed contributor analysis on identified losses, updating measures quarterly to enhance operational insights.
- Implemented Go See, Think, Do countermeasures, escalating issues proactively to Supervisor.
- Collaborated with Supervisor to create and execute PM implementation plans aligned with plant OMP progression.
- Ensured timely closure of IDP actions for self and team, requesting date adjustments when necessary.
- Developed and maintained SHO board to accurately reflect performance metrics and facilitate timely updates.
Avionic Technician
UNITED STATES ARMY
Fort Bragg, NC
10.2000 - 07.2014
- Tested and troubleshot instruments and components using circuit testers and oscilloscopes.
- Operated ground support and test equipment, ensuring successful functional flight tests of electrical systems.
- Interpreted flight test data to identify malfunctions and performance issues.
- Adjusted, repaired, or replaced malfunctioning components, enhancing reliability of aircraft systems.
- Installed electrical components in aircraft utilizing hand tools and soldering techniques.
- Assembled electrical controls and junction boxes following technical documentation.
- Coordinated workflows with engineers and aircraft maintenance personnel.
- Maintained detailed records of maintenance and repair activities.
Education
Some College (No Degree) - Psychology
University of South Florida-Main Campus
Tampa, FLSkills
- Customer relationship management
- Client retention strategies
- Conflict resolution and escalation handling
- Customer satisfaction improvement
- Complaint resolution and problem solving
- Multi-channel support (phone, email, chat)
- Team leadership and coaching
- Performance management and KPI tracking
- Cross-functional collaboration
- Data analysis for customer metrics
- Process improvement and operational efficiency
- Subscription management
- CRM tools (Salesforce, Zendesk, HubSpot, Gorgias)
- Microsoft Office and Google Workspace proficiency
- Communication skills and empathy
- Microsoft Excel (data tracking, logs, reports)
- Microsoft Word & Google Docs
- Database maintenance
- Document version control
Timeline
Remote Customer Service & Retention Supervisor
FlexPro Meals
02.2022 - Current
Retention Specialist
Comcast Cable and XMinity Internet
01.2020 - 12.2022
Ice Cream Maker II
Nestle
05.2018 - 11.2022
Avionic Technician
UNITED STATES ARMY
10.2000 - 07.2014
Some College (No Degree) - Psychology
University of South Florida-Main Campus