Jennifer Moon
San Antonio,TX
Summary
Highly-motivated Retention Specialist with background in enhancing customer satisfaction and loyalty. Possess strong knowledge of customer relationship management, proven ability to build rapport and resolve complex issues effectively. Skilled at developing strategies for customer retention, contributing to team success, and consistently surpassing performance goals. Significant impact observed in previous roles through increased client retention rates and improved customer experience standards.
Overview
15
15
years of professional experience
1
1
Certification
Work History
Retention Specialist
Spectrum
San Antonio, TX
04.2024 - Current
- Resolved escalated issues from customers in a timely manner.
- Implemented creative solutions to deal with special circumstances.
- Compiled all calls and interactions into computer data system.
- Managed communication with at-risk customers, negotiating solutions to retain their business.
Campus Life Navigator
Haven for Hope
San Antonio, TX
01.2023 - 06.2023
- Provided clients direct support and intervention to increase self-sufficiency and goal attainment.
- Engaged in crisis intervention procedures and referred clients to substance abuse treatment programs when necessary.
- Performed data input to document services rendered, needs assessments and progress notes accurately and on time.
Cashier/Retail Keyholder
Dollar General
Rogers, AR
03.2021 - 12.2022
- Completed thorough opening, closing and shift change functions to maintain operational standards each day.
- Trained, managed and motivated employees to promote professional skill development.
- Identified appropriate solutions to minimize issues and quickly solve problems.
Certified Nursing Assistant (CNA)
Autumn Hills Nursing Home
Berryville, AR
09.2017 - 03.2021
- Rendered hands-on nursing care under direct RN supervision, adhering to medical center policies and procedures.
- Maintained accurate, timely flow of information by completing thorough patient records and updating healthcare team on patient status..
Call Center Customer Service Specialist
Athletic World Advertising
Fayetteville , AR
08.2014 - 09.2017
- Managed customer expectations by clarifying needs, identifying options and recommending products and services.
- Met or exceeded call speed, accuracy and volume benchmarks on consistent basis.
- Updated customer accounts, addresses and contact information within call management databases.
Private Caregiver
Self Employed Services
Springdale , AR
10.2010 - 09.2017
- Improved client outlook and daily living through compassionate care.
- Tracked and reported clients' progress based on observations and conversations; documented client progress in charts and logbooks.
- Reviewed financial statements and sales or activity reports to measure productivity or goal achievement.
Education
Associate of Arts - Human Services Management
University of Phoenix
Tempe, AZ05.2017
Skills
- Customer service and support
- Team leadership and collaboration
- Effective verbal and written communication
- Goal setting and achievement
- Community Outreach Programs and Advocacy
- HIPAA requirements and adherence
- Customer retention strategies
- Remote conferencing and communication
- Uses affective time management and self motivation
Certification
- Certificate in Bible Studies & Ministry, 2017, Lioncrest Bible Institute
- Certified Nursing Assistant (CNA) 2005-Present
- Home Care Aide (HHA) 2005-Present
Timeline
Retention Specialist
Spectrum
04.2024 - Current
Campus Life Navigator
Haven for Hope
01.2023 - 06.2023
Cashier/Retail Keyholder
Dollar General
03.2021 - 12.2022
Certified Nursing Assistant (CNA)
Autumn Hills Nursing Home
09.2017 - 03.2021
Call Center Customer Service Specialist
Athletic World Advertising
08.2014 - 09.2017
Private Caregiver
Self Employed Services
10.2010 - 09.2017
Associate of Arts - Human Services Management
University of Phoenix