Kerry Swain
Garland
Summary
Talented Retention Specialist skilled at working with policy holders to answer concerns and develop successful resolutions. Excellent skills in solving problems and building rapport.
Thorough Customer Retention Specialist with [3] years of experience and over 10 years in this industry. Committed to providing superb customer service efficiently and courteously. Proficient in processing new accounts and explaining new services and products to interested customers.
Friendly Customer Retention Specialist succeeds in identifying customer needs and utilizing inbound and outbound retention strategies. Professional telephone demeanor with sound knowledge. Uses problem resolution and de-escalation techniques effectively. Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy.
To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills.
Overview
8
8
years of professional experience
Work History
Retention Specialist
State Farm
07.2020 - Current
- Utilized knowledge of customer experience to create specialized plans for customer retention.
- Evaluated current customer retention strategies and recommended improvements.
- Identified changing customer needs and adapted service strategies to meet them.
- Utilized advanced skills in solving problems and making accurate decisions to implement strategies that brought about immediate results.
- Built constructive customer relationships to improve loyalty and recommendations.
Tax Consultant
Victory / Xzact Taxes
12.2017 - Current
- Interviewed clients to obtain additional information on taxable income, deductible expenses and allowances.
- Furnished taxpayers with sufficient information and advice to facilitate correct tax form completion.
- Checked data input and verified totals on forms prepared by others to detect errors in arithmetic, data entry or procedures.
- Used appropriate adjustments, deductions and credits to keep client's taxes to minimum.
- Responded to inquiries from IRS and other tax authorities.
- Analyzed financial documents to accurately reflect client information on tax returns.
- Utilized tax software to prepare returns and meet deadlines.
- Completed and filed returns with tax departments at local, state, and federal levels.
- Collaborated with clients to answer questions and provide advice on tax matters.
Customer Care Representative
State Farm
06.2018 - 07.2020
- Responded to customer needs through competent customer service and prompt problem-solving.
- Assisted call-in customers with questions and orders.
- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
- Navigated multiple computer systems and applications to find information.
- Communicated with clients regarding account services, statements, and balances.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Met customer call guidelines for service levels, handle time and productivity.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
Claims Supervisor
Worley Catastrophe
04.2015 - 02.2018
- Monitored team performance, enforcing compliance with corporate claims processes and procedures.
- Investigated, evaluated and adjusted multi-line claims in accordance with standards and laws.
- Optimized case management with establishment of best practices.
- Built talented teams of claims administrators dedicated to timely and compliant resolutions.
- Checked payroll, vendor payments, commissions and other accounting disbursements for accuracy and compliance.
- Handled claims consistent with client and corporate policies, procedures, best practices and regulations.
Education
No Degree - Business Administration And Management
Georgia Perimeter College
Decatur, GASkills
- Product Selection
- Reading Comprehension
- Sort and Vet Applicants
- Operational Efficiency
- Special Assignments
- Policy and Procedure Writing
- Temporary and Seasonal Employees
- Scripted Responses
- Customer Relations
- Onboard New Hires
- Employee Orientation
- Complaint Handling
Accomplishments
Diversity & Inclusion Team (02/2021 - 02/2022)
DSS Driver Committee (01/2022 - 07/2022)
Pride Mentoring (01/2023 - 6/2023)
BL App Pre - Screening Project (02/2023 - 08/2023
Named High Performing Retention 1 Specialist (12/23/2022)
Timeline
Retention Specialist
State Farm
07.2020 - Current
Customer Care Representative
State Farm
06.2018 - 07.2020
Tax Consultant
Victory / Xzact Taxes
12.2017 - Current
Claims Supervisor
Worley Catastrophe
04.2015 - 02.2018
No Degree - Business Administration And Management
Georgia Perimeter College
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