Kirstin Miller
Chicago,IL
Overview
12
12
years of professional experience
Work History
Customer Retention Representative
Comcast
08.2022 - Current
- Increased customer satisfaction with detailed explanations of product offerings, pricing structures, and contract terms.
- Fostered a culture of accountability and ownership within the team, emphasizing the importance of every representative''s role in driving customer retention success.
- Enhanced customer retention rates by proactively addressing concerns and providing tailored solutions.
- Reduced customer churn through regular follow-up calls and personalized recommendations for products and services.
- Prioritized workload effectively to ensure timely responses for all customers, balancing multiple tasks with competing deadlines.
- Utilized advanced problem-solving skills to address complex client concerns, demonstrating a thorough understanding of the company''s policies and procedures.
- Taking escalated repeat calls and offering long term solutions for trending issues
- Assisting newer team mates with processes and call flow
- Taking on additional opps that were rejected to clear queuing
Customer Retention Specialist
S&P Data
10.2021 - Current
- 1
- Handling escalated calls in a timely and professional manner, while using empathy and reassurance to gain the customer’s continued business and trust in the company
- 2
- Navigating and explaining billing and technical concerns that may arise for customer
- 3
- Being a product specialist in all Sprint and T-Mobile Services
- 4
- Multitasking systems and gaining resolution for customers including the sale of services
- 5
- Transitioning customers from sprint to T-Mobile services and selling addition services
- 6
- Meeting and exceeding weekly and monthly sales goals set by the company for multiple products and services
Customer Loyalty Specialist
AT&T
10.2014 - 08.2021
- 1
- Handling escalated calls in a timely and professional manner, while using empathy and reassurance to gain the customer’s continued business and trust in the company
- 2
- Navigating and explaining billing and technical concerns that may arise for customer
- 3
- Being a product specialist in all AT&T products
- 4
- Multitasking systems and gaining resolution for customers including the sale of services
- 5
- Helping customers with the purchase of new devices and services
- 6
- Meeting and exceeding both weekly and monthly sales goals set by the company for multiple products and services
Customer Service Representative
Amazon.com
09.2012 - 10.2014
- 1
- Delivering timely, accurate, and professional service to Amazon customers including but not limited to order concerns, product questions, and returns
- 2
- Ordering technical help with Kindle and other Amazon branded products
- 3
- Escalating problems through the appropriate channels and opening cases to resolve trending issues
Education
High school diploma - undefined
Matewan High School
Matewan, WV05.2006
Skills
- CRM Software
- Salesforce
- Negotiation
- Order Entry
- Live Chat
- Cold Calling
- Inside Sales
- Technical Support
- Account Management
- Upselling
- E-commerce
- Customer service
- Help Desk
- Troubleshooting
- Research
Timeline
Customer Retention Representative
Comcast
08.2022 - Current
Customer Retention Specialist
S&P Data
10.2021 - Current
Customer Loyalty Specialist
AT&T
10.2014 - 08.2021
Customer Service Representative
Amazon.com
09.2012 - 10.2014
High school diploma - undefined
Matewan High School
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