Jarrett Williams
Jacksonville,FL
Summary
Exceptional presentation, interpersonal and communication skills. Proven to be a quick leaner who works well under pressure both individually and as part of a team. Dedicated with a strong work ethic and a commitment to excellence. Seeking position as a Fulfillment Senior Supervisor. Friendly Customer Retention Specialist succeeds in identifying customer needs and utilizing inbound and outbound retention strategies. Professional telephone demeanor with sound knowledge of sales retention. Uses problem resolution and de-escalation techniques effectively.
Overview
11
11
years of professional experience
Work History
Retention Specialist
Bernard LLC
08.2019 - Current
- Built constructive customer relationships to improve loyalty and recommendations.
- Utilized advanced skills in solving problems and making accurate decisions to implement strategies that brought about immediate results.
- Identified changing customer needs and adapted service strategies to meet them.
- Evaluated current customer retention strategies and recommended improvements.
- Utilized knowledge of customer experience to create specialized plans for customer retention.
- Established customer retention programs to improve loyalty and increase lifetime value.
Assistant Manager
Genpact
08.2018 - 08.2019
- Assist team with inquiries related
- Offered hands-on assistance to customers, assessing needs, and maintaining current knowledge of consumer preferences.
- Mentored team members to enhance professional development and accountability in workplace.
- Helped with planning schedules and delegating assignments to meet coverage and service demands.
- Created employee schedules to align coverage with forecasted demands.
- Coaching team members to improve quality scores
- Supervised day-to-day operations to meet performance, quality and service expectations.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
Retention Specialist
ADT Security Services
04.2018 - 08.2018
- Followed standard procedures for solving retention problems
- Utilized advanced skills in solving problems and making accurate decisions to implement strategies that brought about immediate results
- Investigated and resolved customer inquiries and complaints in a timely and empathetic manner, enabling customers to stay with company.
Retention Specialist
Citibank
10.2015 - 04.2018
- Utilized advanced skills in solving problems and making accurate decisions to implement strategies that brought about immediate results
- Listened to concerns and offered alternative solutions
- Resolved all customer complaints in a professional manner while prioritizing customer satisfaction.
Customer Service Representative
Randstad, Fanatics
09.2014 - 03.2015
- Answered an average of 40 calls per day by addressing customer inquiries, solving problems and providing new product information
- Ensured superior customer experience by addressing customer concerns, demonstrating empathy and resolving problems on the spot.
Delivery Driver
Pizza Hut
08.2014 - 03.2015
- Assisted customers with food selection, inquiries and order customization requests while upholding standards of cleanliness, food handling and safety
- Communicated all store initiatives and promotions to customers to generate return business.
Photo Specialist
Walgreens
08.2012 - 07.2014
- Maintained all lab printers and processing equipment, ensuring that they were properly functioning for each shift
- Provided a high level of assistance to customers, greeting in a timely manner while quickly determining their needs
- Determined customer needs by asking relevant questions and listening actively to the responses.
Education
Morehouse College
Atlanta, GA2012
High School Diploma -
William M. Raines High School
Jacksonville, FL06.2011
Skills
- Remote Conferencing and Communication
- Organized
- Customer Relations
- Complex Product Knowledge
- Account Issues
- Understanding Customer Needs
- Customer Retention Strategies
- Production
Timeline
Retention Specialist
Bernard LLC
08.2019 - Current
Assistant Manager
Genpact
08.2018 - 08.2019
Retention Specialist
ADT Security Services
04.2018 - 08.2018
Retention Specialist
Citibank
10.2015 - 04.2018
Customer Service Representative
Randstad, Fanatics
09.2014 - 03.2015
Delivery Driver
Pizza Hut
08.2014 - 03.2015
Photo Specialist
Walgreens
08.2012 - 07.2014
Morehouse College
High School Diploma -
William M. Raines High School
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