Keith Dennis
Charlotte,NC
Summary
Results-driven Customer Service Professional with over 20 years of experience in fast-paced call center environments. Skilled in customer retention, conflict resolution, and problem-solving to enhance customer satisfaction and loyalty. Adept at handling escalations, analyzing customer concerns, and implementing effective solutions to reduce churn. Experienced in mentoring and coaching team members to drive performance and improve service quality. Proven ability to develop and implement retention strategies that improve customer loyalty and reduce attrition rates. Strong ability to manage multiple priorities while maintaining a positive attitude and a commitment to delivering excellent service.
Overview
22
22
years of professional experience
Work History
Customer Relations Specialist
CarMax Auto Finance
09.2019 - Current
- Assist customers in resolving account-related concerns while focusing on retention and satisfaction
- Handle escalations and work to negotiate solutions that align with company policies while maintaining customer loyalty
- Conduct retention efforts through proactive outreach and engagement, identifying opportunities to enhance customer experience
- Ensure compliance with company policies, providing accurate information and resolutions to customer inquiries
- Collaborate with internal teams to streamline customer service processes and improve overall retention metrics
- Mentor new hires and junior team members, providing guidance on customer service best practices and retention techniques
- Participate in process improvement initiatives to enhance workflow efficiency and service delivery
Customer Retention Specialist
Verizon Wireless
01.2016 - 03.2019
- Managed customer escalations, providing solutions to retain customers and reduce churn
- Assisted with the development of retention strategies by analyzing customer feedback and identifying trends
- Provided detailed responses to customer inquiries and complaints, ensuring compliance with company policies and regulatory standards
- Worked with cross-functional teams to implement process improvements that increased customer satisfaction and retention rates
- Reviewed and resolved complaints filed with regulatory agencies such as the FCC and BBB, ensuring timely and fair resolutions
- Trained and mentored team members on effective customer retention techniques and de-escalation strategies
- Assisted in revising policies to align with customer expectations and improve overall service standards
Customer Service Specialist
Verizon Wireless
09.2003 - 01.2016
- Provided front-line customer support, addressing inquiries, billing concerns, and service issues to drive satisfaction and retention
- Assisted in customer retention efforts by offering alternative solutions and personalized service plans
- Conducted follow-ups with customers to ensure resolution satisfaction and reinforce brand loyalty
- Analyzed customer complaints and escalated critical issues to appropriate departments for resolution
- Delivered training to new hires on effective customer retention techniques and de-escalation strategies
- Led small team projects to identify areas for service improvements and implement best practices
Education
Bachelor of Science - Management
Colorado State University Online
Online12.2025
Skills
- Customer Retention Strategies
- Conflict Resolution & De-escalation
- Problem-Solving & Decision-Making
- Quality Assurance & Compliance
- Employee Training & Development
- Performance Evaluation & Coaching
- Customer Relationship Management (CRM)
- Regulatory Compliance & Complaint Resolution
- Leadership & Team Mentoring
- Process Improvement Initiatives
Timeline
Customer Relations Specialist
CarMax Auto Finance
09.2019 - Current
Customer Retention Specialist
Verizon Wireless
01.2016 - 03.2019
Customer Service Specialist
Verizon Wireless
09.2003 - 01.2016
Bachelor of Science - Management
Colorado State University Online
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