Janelle Manse
St Louis,MO
Summary
Experienced Sales Professional with over a decade in customer retention and relationship management. Skilled in utilizing CRM systems and Salesforce to drive data-informed service strategies, achieving and surpassing retention goals. Notable for exceptional negotiation, active listening, and conflict resolution abilities that foster strong client relationships.
Overview
11
11
years of professional experience
Work History
Retention Specialist
CarShield
St. Peter’s ,MO
12.2024 - Current
- Engaged with customers to identify concerns and deliver tailored solutions for service plan retention.
- Negotiated discounts and modifications to prevent cancellations effectively.
- Educated customers on policy benefits and cost-saving options to improve retention rates.
- Exceeded monthly retention targets through strategic communication and problem-solving.
- Maintained comprehensive records of customer interactions in CRM systems to analyze trends.
- Collaborated with internal teams to enhance customer satisfaction and streamline processes.
Customer Success Specialist
WANHub Logistics
St. Peter’s,MO
09.2024 - 11.2024
- Functioned as main liaison for domestic and international clients, handling onboarding and shipment coordination tasks.
- Oversaw rate quotes, delivery tracking, and issue resolution processes to sustain 98% customer satisfaction.
- Collaborated with warehouse, carrier, and operations departments to secure punctual deliveries.
- Delivered client education on customs protocols, compliance standards, and cost-reduction strategies in shipping.
- Utilized shipping performance analysis to propose actionable efficiency improvements.
Inbound Sales Representative
Spectrum
St Ann,MO
04.2023 - 07.2024
- Handled phone calls and sold cable, phone, internet, or other services such as premium channels, and international calling, achieving sales goals and milestones
- Increased product knowledge through continuous training, resulting in improved sales performance
- Consistently met or exceeded assigned sales quotas while maintaining excellent customer satisfaction ratings
- Managed high call volume efficiently, maintaining a professional demeanor under pressure
- Assisted customers with troubleshooting issues related to their purchases, demonstrating exceptional problem-solving skills and empathy towards their concerns
Provider Service Representative
Zelis Payments
Remote
08.2020 - 01.2023
- Build and maintain relationships with payers and providers by addressing any issues or concerns that they may have about our products and services
- Handled sensitive client information with discretion, ensuring confidentiality at all times
- Managed incoming calls, providing prompt and accurate information to clients about products and services
- Delivered outstanding customer service by maintaining a professional demeanor during high-pressure situations
- Adapted quickly to changes in company policy or procedures while maintaining excellent service standards for existing clients
- Utilized active listening skills to identify customer needs and provide appropriate solutions
- Collaborated with other departments to develop ways to increase customer satisfaction
Package Handler
The Grove Collaborative
08.2019 - 10.2019
- Improved package handling efficiency by implementing proper sorting and organizing techniques
- Followed safety regulations to maintain safe work environment
- Verified correct labels and accurate shipping information on packages to avoid shipping to wrong addresses
- Exceeded performance expectations during peak seasons, managing high volumes of shipments without compromising on quality or timeliness
- Used hand-held scanners and physical logs to accurately track item movements
Customer Service Representative
Concentrix
St. Peter’s MO
01.2016 - 07.2019
- Handled escalated calls professionally, effectively resolving complex issues and ensuring client satisfaction at all times
- Mastered multiple software systems for seamless navigation during calls, improving efficiency and reducing hold times for customers
- Developed rapport with customers through empathetic listening skills, creating positive experiences even during difficult conversations
- Streamlined call flow processes for more efficient response times and increased productivity
- Exceeded monthly performance metrics consistently, contributing to the success of the call center operations
Customer Service
Papa Johns Pizza
Rock Hill, MO
12.2014 - 07.2018
- Responsibilities included taking orders over the phone with proper customer communication
- Provided outstanding customer service on phone and in person
- Maintained clean, trash-free workspaces to maximize productivity and safety
- Trained new hires on customer service policies and procedures
- Utilized strong multitasking skills to manage multiple orders simultaneously without compromising quality or accuracy
- Supported team members during peak hours, ensuring smooth operations and minimal wait times for customers
Skills
- Retention marketing
- CRM software proficiency
- Customer relationship management
- Customer service
- Team collaboration
- Time management
- Problem solving
- Goal orientation
- Conflict resolution
- Sales expertise
- Problem-solving
Timeline
Retention Specialist
CarShield
12.2024 - Current
Customer Success Specialist
WANHub Logistics
09.2024 - 11.2024
Inbound Sales Representative
Spectrum
04.2023 - 07.2024
Provider Service Representative
Zelis Payments
08.2020 - 01.2023
Package Handler
The Grove Collaborative
08.2019 - 10.2019
Customer Service Representative
Concentrix
01.2016 - 07.2019
Customer Service
Papa Johns Pizza
12.2014 - 07.2018