Julia Calhoun
El Paso,TX
Summary
Dynamic Retention Specialist with a proven track record at ContinuumGlobal Solutions, enhancing customer satisfaction and loyalty through effective retention strategies and problem-solving abilities. Excelled in cross-functional communication and decision-making, significantly improving client retention. Skilled in Microsoft Office and customer relations, adept at analyzing feedback and driving continuous improvement without exceeding a 55-word limit.
Overview
11
11
years of professional experience
Work History
Retention Specialist
ContinuumGlobal Solutions
11.2017 - 02.2025
- Handled escalated customer complaints professionally, de-escalating situations while finding mutually beneficial resolutions.
- Enhanced customer satisfaction levels with proactive communication and timely resolution of issues.
- Negotiated contract renewals, securing continued business partnerships with satisfied clients.
- Built constructive customer relationships to improve loyalty and recommendations.
- Evaluated current customer retention strategies and recommended improvements.
- Conducted regular account reviews, addressing concerns and presenting solutions to retain customers.
- Gathered feedback from departing customers to identify areas for improvement in products or services offered.
- Utilized advanced skills in solving problems and making accurate decisions to implement strategies that brought about immediate results.
Billing Specialist
Alorica
09.2013 - 10.2017
- Researched and resolved billing discrepancies to enable accurate billing.
- Identified, researched, and resolved billing variances to maintain system accuracy and currency.
- Worked with multiple departments to check proper billing information.
- Assisted colleagues in resolving complex billing issues, promoting teamwork and knowledge sharing within the department.
- Prepared itemized statements, bills, or invoices and recorded amounts due for items purchased or services rendered.
- Collaborated with the collections team to recover overdue payments from clients, maintaining cash flow and minimizing writeoffs.
- Maintained detailed records of each account''s payment history, providing easy access to information for audit and analysis purposes.
- Reduced errors in financial records by conducting regular audits of billed accounts.
- Used data entry skills to accurately document and input statements.
Education
High School Equivalent -
Western Technical
El Paso, TX06.2008
Skills
- Customer feedback analysis
- Upselling and cross selling
- Persuasion techniques
- Retention marketing
- Cross-functional communication
- Customer relations
- Customer retention strategies
- Decision-making
- Relationship building
- Microsoft office
- Willingness to learn
- Teamwork
- Attention to detail
- Problem-solving abilities
Timeline
Retention Specialist
ContinuumGlobal Solutions
11.2017 - 02.2025
Billing Specialist
Alorica
09.2013 - 10.2017
High School Equivalent -
Western Technical
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