Kimberly Rakestraw
Phoenix,AZ
Summary
Customer Loyalty Specialist with a proven track record in cultivating strong customer relationships and enhancing brand loyalty. Expertise in customer service practices and CRM systems, complemented by exceptional problem-solving and communication skills. Successfully implemented loyalty programs that significantly increased customer engagement and contributed to business growth through improved satisfaction and repeat business rates.
Overview
26
26
years of professional experience
Work History
Loyalty Specialist
Consumer Cellular
Phoenix, AZ
07.2022 - Current
- Enhanced productivity and customer service levels by anticipating needs and delivering outstanding support.
- Increased customer satisfaction ratings by effectively answering questions, suggesting effective solutions, and resolving issues quickly.
- Conducted detailed analysis and research of customer retention issues to facilitate timely and successful resolutions.
- Used computers and job-related software to complete contract forms, prepare change of address records or issue service discontinuance orders.
- Provided support to customers regarding issues related to their loyalty account or rewards points balance.
- Strengthened customer retention by offering discount options.
- Updated system with order specifics and customer details, preferences, and billing information.
- Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
Customer Service Representative
AT&T
Chicago, IL
09.2021 - 06.2022
- Enhanced customer satisfaction through innovative strategies addressing customer needs.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Handled high volume of customer inquiries efficiently.
- Provided guidance tailored to customer preferences and requirements.
- Addressed customer inquiries related to products, services, and company information.
- Provided primary customer support to internal and external customers.
- Suggested products to customers while elaborating on specifics.
- Enhanced customer retention through effective engagement strategies.
- Collaborated with clients, management, and sales team to identify customer needs.
- Evaluated technical issues by utilizing troubleshooting resolution tree.
- Investigated and resolved customer inquiries and complaints quickly.
Customer Service Supervisor-Call Center
S.C.R Medical Transportation
Chicago, IL
10.1998 - 08.2021
- Read, analyzed and interpreted complex procedures and regulations while drafting general correspondence to facilitate administrative processes.
- Hired, managed, developed and educated staff, established and monitored goals, conducted performance reviews and administered salaries for staff.
- Delegated tasks to administrative support staff to organize and improve office efficiency.
- Improved customer satisfaction scores through application of superior conflict resolution and problem-solving skills.
- Resolved issues through active listening and open-ended questioning, escalating major problems
- Improved office operations by automating client correspondence, record tracking and data communications.
- Analyzed and solved multi-faceted problems that effected executive leaders and business initiatives.
- Developed and implemented office management procedures to increasing training team productivity and accuracy.
- Initiated timely project management within budget constraints for multi-faceted problems concerning executive leaders.
Education
Associate of Science - Health Information Technology
CBD College
Los Angeles, CA06.2021
Skills
- Customer Data Confidentiality
- Order and Refund Processing
- Creative Problem Solving
- Upselling Products and Services
- Customer Retention Strategies
- De-escalation Techniques
- Data Entry and Maintenance
- Verbal and Written Communication
- Customer Account Management
- Efficient and Detail-Oriented
- Multitasking and Prioritization
- Issue and Complaint Resolution
- Building Customer Trust and Loyalty
Timeline
Loyalty Specialist
Consumer Cellular
07.2022 - Current
Customer Service Representative
AT&T
09.2021 - 06.2022
Customer Service Supervisor-Call Center
S.C.R Medical Transportation
10.1998 - 08.2021
Associate of Science - Health Information Technology
CBD College
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