Joanne Smouthers
Dearborn Heights,MI
Summary
Dynamic Retention Specialist at GRT Financial with strong leadership and analytical skills, adept at enhancing customer satisfaction and team productivity. Proven track record in resolving complex client issues and implementing process improvements, fostering loyalty through effective communication and relationship-building. Proficient in CRM software, driving data-driven performance assessments for continuous improvement.
Personable and positive, bringing deep understanding of customer needs and relationship management. Proficient in developing targeted retention strategies and skilled in utilizing CRM tools to enhance customer satisfaction and loyalty. Committed to driving impactful results through effective communication and problem-solving.
Overview
3
3
years of professional experience
Work History
Retention Specialist
GRT Financial
11.2025 - Current
- Resolved customer complaints effectively, ensuring timely follow-up and resolution.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Adapting quickly to changing policies, procedures, and customer needs in a fast-paced environment.
- Built rapport with customers through effective communication, fostering loyalty and trust.
- Improved overall customer satisfaction through active listening, empathy, and providing tailored solutions.
- Assisted customers with inquiries to enhance satisfaction and retention.
Client Services Supervisor
GRT Financial
02.2023 - 08.2025
- Assisted in managing client inquiries and resolving issues efficiently.
- Coordinated scheduling and training of new team members to enhance service delivery.
- Implemented process improvements that streamlined client communication workflows.
- Supported the development of client engagement strategies to increase satisfaction.
- Supervised daily operations to ensure exceptional client service delivery and satisfaction.
- Trained team members on compliance protocols and customer interaction best practices.
- Developed training materials to support onboarding of new staff in client services procedures.
- Analyzed client feedback data to identify improvement areas and implement strategic enhancements.
- Mentored junior staff, fostering professional development and promoting a positive team environment.
- Managed department call volume of 1000 calls per day and coordinated department schedules to maximize coverage during peak hours.
- Implemented new training programs that increased staff knowledge and improved overall team performance.
- Monitored key performance indicators to ensure consistent, high-quality service levels were maintained.
- Played an active role in the recruitment process, selecting candidates who demonstrated exceptional potential for success within the Client Services department.
- Mentored and developed team members, fostering strong relationships and promoting professional growth.
- Managed escalated client issues, collaborating with various departments to achieve successful resolution.
- Conducted regular performance evaluations, identifying areas for improvement and providing constructive feedback to employees.
- Established a culture of continuous improvement by regularly soliciting feedback from employees and clients alike.
- Streamlined internal processes for increased team efficiency and improved client service delivery.
- Actively participated in strategic planning sessions designed to propel the company forward while maintaining an unwavering focus on customer satisfaction.
- Monitored program performance and outcomes for successful delivery of services.
- Analyzed trends and data to inform decision-making and program development.
- Streamlined communication processes between departments to improve response times and accuracy.
- Managed client inquiries and resolved issues efficiently, enhancing overall service quality.
Education
High School Diploma -
KENNEDY HIGH SCHOOL
Taylor, MISkills
- Proficient in CRM software (DM, Sharpen, Global)
- Interdepartmental communications & collaboration
- Mentorship development
- Strong leadership experience
- Teamwork and collaboration
- Attention to detail
- Effective problem resolution
- Proficient in handling multiple priorities
- Adaptability to change
- Strong relationship-building abilities
- Conducting client meetings
- Policy implementation
- Problem-solving expertise
- Data-driven performance assessment
- Enhance team productivity
- Analytical thinking
- Conflict resolution
Timeline
Retention Specialist
GRT Financial
11.2025 - Current
Client Services Supervisor
GRT Financial
02.2023 - 08.2025
High School Diploma -
KENNEDY HIGH SCHOOL