Summary
Overview
Work History
Education
Skills
Timeline
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Kereka Ritch

Davenport,FL

Summary

Well-qualified Customer Support Specialist with proven success in improving operations and solving problems. Highly proficient in building lasting relationships with key decision makers, customers and team members to further company goals. Ready to leverage training and experience to take on new professional challenges.

Overview

24
24
years of professional experience

Work History

Realtor Associate

The Keyes Company | Real Estate Agent
03.2016 - Current
  • Develop and maintain a strong network of contacts and referral sources in the local real estate market to generate leads and increase sales opportunities.
  • Boosted client satisfaction, providing timely updates on listings, offers, and negotiations.
  • Built long-lasting relationships with clients through excellent customer service and a genuine passion for helping others.
  • Negotiated favorable contract terms for clients by leveraging market research and strong communication skills.
  • Enhanced professional network by attending industry events and forging partnerships with mortgage brokers, home inspectors, and other real estate professionals.

Customer Retention Specialist/Team Leader

AT&T
11.2020 - 08.2023
  • Enhanced customer satisfaction by addressing and resolving complex issues promptly.
  • Reduced churn rate by developing personalized retention strategies for high-risk clients.
  • Implemented targeted outreach campaigns to re-engage inactive customers and boost repeat business.
  • Collaborated with cross-functional teams to improve product offerings based on customer feedback.
  • Enhanced team productivity by implementing efficient work processes and regularly reviewing performance metrics.
  • Managed conflict resolution among team members, fostering a positive and collaborative work environment.
  • Implemented employee recognition programs that boosted morale and increased retention rates within the team.
  • Set performance expectations for the team, monitoring progress towards goals and providing constructive feedback as needed.

Administrative Assistant

Surveillance Masters
01.2012 - 03.2016
  • Coordinating and scheduling meetings, conferences, and appointments for management and staff members.
  • Supported executive staff through scheduling meetings, coordinating travel arrangements, and preparing crucial documents.
  • Ensured accurate record-keeping with diligent data entry and database management for vital company information.
  • Delivered excellent customer service through prompt responses to client inquiries, addressing concerns effectively, and building strong relationships.
  • Coordinated office supply inventory management, proactively ordering necessary items before depletion to avoid workflow disruptions.
  • Streamlined invoice processing procedures to ensure timely payment of vendors while minimizing errors in financial records.
  • Organized office events such as holiday parties or team-building activities, promoting a positive company culture and boosting employee morale.

Platinum Member Services Representative

American Express
04.2009 - 01.2012
  • Develop and maintain a deep understanding of American Express products and services, including Platinum benefits and rewards, in order to provide exceptional service and personalized recommendations to Platinum cardmembers.
  • Enhanced customer satisfaction by efficiently addressing and resolving inquiries and concerns.
  • Streamlined service processes for quicker response times, leading to improved customer experiences.
  • Developed strong relationships with clients, fostering trust and loyalty through exceptional service provision.
  • Identified opportunities for upselling products or services, driving revenue growth and business expansion.
  • Managed high call volumes while maintaining a professional demeanor and ensuring timely issue resolution.
  • Contributed to process improvements by sharing feedback from customer interactions with management teams.

Group Reservation Agent/ On-Board Event Planner

Carnival Cruise Lines
05.2002 - 03.2009
  • Collaborate with the onboard cruise ship staff to create engaging and interactive onboard events and activities for guests to enhance their cruise experience.
  • Enhanced guest satisfaction by efficiently managing group reservations and ensuring all requirements were met.
  • Streamlined reservation processes for quicker response times and increased customer satisfaction.
  • Collaborated with sales team to secure group bookings, resulting in improved revenue generation.
  • Provided exceptional customer service to clients during the reservation process, maintaining high standards of professionalism.
  • Managed complex group bookings, including room assignments, billing arrangements, and special requests.
  • Coordinated with other departments to ensure seamless execution of group stays and events.
  • Identified potential upselling opportunities for additional services or amenities, contributing to increased revenue.
  • Handled cancellations and modifications promptly, minimizing disruptions to both guests and hotel operations.
  • Addressed client concerns professionally and effectively, resolving issues in a timely manner to maintain positive relationships.

Order Fulfillment Specialist

Nationwide Investments
09.1999 - 04.2002
  • Maximized customer satisfaction through timely and accurate fulfillment of orders, ensuring proper packaging and shipping methods.
  • Collaborated with warehouse team to maintain optimal stock levels, reducing backorders and improving delivery times.
  • Reduced errors in order processing by implementing a strict quality control program, resulting in fewer returns and refunds.
  • Maintained detailed records of order activity, providing valuable insights into trends that informed future business decisions and strategies.
  • Trained new employees on all aspects of the order fulfillment process, fostering a knowledgeable workforce capable of handling increased workload during peak seasons.

Education

Real Estate License -

Board of Realtors

Medical Coding -

School of Technology

Skills

  • Customer Satisfaction
  • Marketing and Advertising
  • Critical Thinking
  • Market and Competitive Analysis
  • Excellent written/verbal communication skills
  • Ability to take initiative and ownership, but also direction
  • Proactive self-starter who is dedicated, eager, and driven to succeed
  • Positive attitude & proactive approach
  • Keen eye for detail, passion for helping customers
  • Critically analyze processes

Timeline

Customer Retention Specialist/Team Leader

AT&T
11.2020 - 08.2023

Realtor Associate

The Keyes Company | Real Estate Agent
03.2016 - Current

Administrative Assistant

Surveillance Masters
01.2012 - 03.2016

Platinum Member Services Representative

American Express
04.2009 - 01.2012

Group Reservation Agent/ On-Board Event Planner

Carnival Cruise Lines
05.2002 - 03.2009

Order Fulfillment Specialist

Nationwide Investments
09.1999 - 04.2002

Real Estate License -

Board of Realtors

Medical Coding -

School of Technology

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Kereka Ritch