Jennifer Stowasser
Huntington,WV
Summary
Proven Customer Service Retention Specialist with a track record of enhancing customer loyalty and reducing churn for companies like DIRECTV. Expert in CRM software and negotiation, adept at implementing effective retention strategies and maintaining professionalism under pressure. Achieved significant account renewals through personalized outreach, demonstrating exceptional interpersonal and problem-solving skills.
Overview
13
13
years of professional experience
Work History
Customer Service Retention Specialist
DIRECTV
05.2022 - 11.2023
- Initiated proactive contact with customers via phone or email to resolve potential issues before they escalated into larger problems.
- Worked closely with sales teams to identify upselling opportunities that aligned with individual customer needs.
- Increased customer account renewals through proactive account management and personalized offers.
- Implemented targeted outreach campaigns to at-risk customers, resulting in higher retention rates.
Customer Retention Specialist
The Results Company
03.2020 - 11.2022
- Implemented targeted outreach campaigns to re-engage inactive customers and boost repeat business.
- Reduced churn rate by developing personalized retention strategies for high-risk clients.
- Contributed to company growth by upselling additional products and services during support interactions.
- Adhered to appropriate legal scripting when required.
Customer Service Representative
Amazon
06.2010 - 01.2019
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
Education
Associate of Applied Science - Criminal Justice
Itt-Technical Institute
Huntington, WV06-2010
High School Diploma -
Milton High School
Milton, WV06-1990
Skills
- Call center experience
- Email etiquette
- CRM software proficiency
- Outstanding interpersonal skills
- Negotiation
- Retention strategies
- Excellent communication skills
- Problem-solving skills
- Time management
- Attention to detail
- Calm and professional under pressure
- Active listening
Timeline
Customer Service Retention Specialist
DIRECTV
05.2022 - 11.2023
Customer Retention Specialist
The Results Company
03.2020 - 11.2022
Customer Service Representative
Amazon
06.2010 - 01.2019
Associate of Applied Science - Criminal Justice
Itt-Technical Institute
High School Diploma -
Milton High School
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