Summary
Overview
Work History
Education
Skills
Timeline
Generic

Israel Shine

Winter,FL

Summary

Accomplished Retention Specialist from Spectrum, adept in escalation handling and motivational leadership, enhanced customer retention through strategic negotiation and effective problem-solving. Boosted team performance at Shine Virtual Solutions by implementing targeted coaching, significantly improving service ratings. Proven ability in multitasking and fostering a positive work environment, leading to increased revenue and employee retention.

Overview

14
14
years of professional experience

Work History

Retention Specialist

Spectrum
09.2022 - Current
  • Handled escalated customer complaints professionally, de-escalating situations while finding mutually beneficial resolutions.
  • Negotiated offers, securing continued business partnerships with satisfied customers.
  • Boosted revenue through upselling and cross-selling opportunities during customer interactions.
  • Conducted regular account reviews, addressing concerns and presenting solutions to retain customers.
  • Gathered feedback from departing customers to identify areas for improvement in products or services offered.
  • Utilized knowledge of customer experience to create specialized plans for customer retention.

Supervisor

Shine Virtual Solutions
01.2020 - 07.2022
  • Provided ongoing feedback to team members, leading to improved communication skills and conflict-resolution abilities.
  • Enhanced knowledge sharing among team members through weekly meetings that included collaborative problem-solving exercises.
  • Increased employee retention by creating a positive work environment focused on open communication, personal growth opportunities, and recognition of achievements.
  • Coached and mentored agents for increased performance, resulting in higher customer service ratings.
  • Analyzed call center metrics to identify areas of improvement and implemented targeted action plans for each issue.

Call Center Team Lead

E.R.C.
01.2010 - 06.2019
  • Responded to team support questions quickly to maintain call center efficiency.
  • Handled advanced issues with calm, knowledgeable and professional approach.
  • Ensured high-quality service by monitoring calls, providing feedback, and coaching team members on areas for improvement.
  • Participated in the recruitment process to identify top talent for call center positions, ensuring a strong foundation for continued success.

Education

High School Diploma -

Muhlenburg Career Development Center
Greenville
04.2000

Skills

Escalation Handling

Call Monitoring

Policy Enforcement

Product and service knowledge

Negotiation

Multitasking and Organization

Employee Supervision

Documentation and Recordkeeping

Coaching and Mentoring

Motivational Leadership

Timeline

Retention Specialist

Spectrum
09.2022 - Current

Supervisor

Shine Virtual Solutions
01.2020 - 07.2022

Call Center Team Lead

E.R.C.
01.2010 - 06.2019

High School Diploma -

Muhlenburg Career Development Center

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Israel Shine