Summary
Overview
Work History
Education
Skills
Timeline
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Jessie Wright

McCamey

Summary

Experienced customer retention specialist with over 10 years of delivering exceptional service and leading by example in high-volume environments. Skilled in de-escalation, loyalty-building, and proactive outreach to retain clients and resolve concerns. Known for guiding peers, improving retention workflows, and using data-driven insights to identify at-risk accounts. A confident communicator and problem-solver committed to building lasting customer relationships through empathy, clarity, and consistent follow-through.

Overview

10
10
years of professional experience

Work History

Customer Retention Representative

Rentokil Initial
05.2024 - Current
  • Increased customer satisfaction with detailed explanations of product offerings, pricing structures, and contract terms.
  • Assisted in the training of new Customer Retention Representatives, sharing best practices for effective communication and rapport building.
  • Utilized advanced problem-solving skills to address complex client concerns, demonstrating a thorough understanding of the company''s policies and procedures.
  • Prevented potential cancellations through proactive outreach campaigns targeting high-risk accounts identified via data analysis tools.
  • Negotiated win-back offers for dissatisfied customers, resulting in successful contract renewals without compromising profitability margins.

Senior Customer Care Representative

Terminix
03.2022 - 05.2024
  • Actively cultivated and maintained ongoing customer relationships.
  • Identified and addressed specific customer needs, driving revenue through strategic upselling.
  • Utilized computerized systems for tracking, information gathering, and troubleshooting.
  • Handled customer calls and correspondence, addressing service, scheduling, and billing inquiries directly.
  • Communicated with branch personnel to personally resolve service and scheduling issues.
  • Took on extra Duties such as pest ambassador, and worked on the month 16 project.
  • Surpassed monthly sales goals through innovative sales techniques.

Outbound Appointment Setter

Momentum Home
02.2021 - 03.2022
  • Manage large amounts of inbound and outbound calls in a timely manner.
  • Identify customer's needs, Clarify information, research every issue and provide solutions and/or alternatives.
  • Seize opportunities to upsell products when they arise.
  • Build sustainable relationships and engage customers by taking the extra mile.
  • Meet personal/team qualitative and quantitative targets.

Manager in Training

Allsup's
12.2014 - 02.2021
  • Oversaw employee performance, Corrected problems and increased efficiency to maintain productivity targets.
  • Controlled store inventory and reviewed cash handling and operations reports.
  • Implemented daily operating procedures to keep the store clean, adequately stocked and well-organized.
  • Helping our customers with their queries and complaints, While providing excellent customer service.

Education

High school diploma -

Master's Senior High School
Tye, TX
05.2009

Skills

  • MS Office
  • Microsoft Excel
  • Typing speed of 50 WPM
  • Conflict Resolution
  • Team Leadership
  • Google Workspace
  • Coaching and Mentoring
  • Call center experience
  • Customer service experience

Timeline

Customer Retention Representative

Rentokil Initial
05.2024 - Current

Senior Customer Care Representative

Terminix
03.2022 - 05.2024

Outbound Appointment Setter

Momentum Home
02.2021 - 03.2022

Manager in Training

Allsup's
12.2014 - 02.2021

High school diploma -

Master's Senior High School

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Jessie Wright