Laquisha Miller
Plantation,FL
Summary
Proven track record in enhancing customer retention and satisfaction, demonstrated at DIRECTV through strategic negotiation and proactive problem-solving. Skilled in CRM software and relationship building, I've effectively boosted loyalty and streamlined operations. Achieved significant improvements in customer service metrics, leveraging both technical and interpersonal skills to exceed business objectives.
Overview
14
14
years of professional experience
Work History
Retention Specialist
DIRECTV
03.2022 - Current
- Handled escalated customer complaints professionally, de-escalating situations while finding mutually beneficial resolutions.
- Enhanced customer satisfaction levels with proactive communication and timely resolution of issues.
- Negotiated contract renewals, securing continued business partnerships with satisfied clients.
- Gathered feedback from departing customers to identify areas for improvement in products or services offered.
- Built constructive customer relationships to improve loyalty and recommendations.
- Conducted regular account reviews, addressing concerns and presenting solutions to retain customers.
- Improved overall company performance by contributing to strategic planning discussions and offering retention-focused recommendations.
Sales and Service Specialist
Marriott CEC
04.2019 - 12.2021
- Developed strong rapport with customers, fostering loyalty and trust for sustained business growth.
- Coordinated with front desk staff to communicate special requests or needs of incoming guests, ensuring a tailored experience upon arrival.
- Maintained a high level of knowledge about hotel facilities, services, and local attractions to enhance guest experience during the reservation process.
- Improved communication between departments by serving as a liaison between reservations, front office, housekeeping, and other hotel functions.
- Streamlined booking processes for improved efficiency, handling high volumes of calls and online bookings.
- Increased customer satisfaction by efficiently managing reservations and addressing guest inquiries.
- Enhanced customer loyalty by delivering personalized recommendations for room types, packages, and amenities.
Pharmacy Clerk
GLC Companies
03.2017 - 12.2018
- Verified prescription information prior to entry in pharmacy computer system.
- Established and maintained patient profiles, updating organizational database with current information.
- Streamlined pharmacy operations by maintaining a clean and organized work environment.
- Processed payments, returns and exchanges using pharmacy POS system to accurately manage transactions.
- Trained new employees on pharmacy procedures, policies, and safety protocols to ensure consistent quality across the team.
- Reduced wait times for customers with prompt prescription filling and effective communication between pharmacists and patients.
- Safeguarded patient privacy by maintaining strict adherence to HIPAA regulations during all customer interactions.
- Processed incoming drug orders by checking deliveries against paperwork and updating computer system.
- Collaborated with pharmacy team members to address customer concerns or inquiries promptly and professionally.
- Contributed to increased sales by recommending appropriate over-the-counter products based on customer needs.
- Communicated with patients to collect information about prescriptions and medical conditions or arrange consultations with pharmacists.
Concierge Officer
Platinum Group Security
01.2013 - 11.2016
- Streamlined front desk operations for increased efficiency and improved customer service.
- Implemented efficient package handling procedures, reducing wait times for residents while maintaining organization of storage spaces.
- Managed resident inquiries and concerns with professionalism, resulting in timely resolutions.
- Continuously sought opportunities for improving resident satisfaction, implementing feedback-driven changes as needed.
- Demonstrated exceptional problem-solving abilities when faced with emergency situations or unforeseen challenges.
- Maintained a safe and secure environment by monitoring security systems and reporting suspicious activities.
- Coordinated move-ins and move-outs seamlessly, minimizing disruptions to both current and incoming residents.
- Collaborated with property management team to address any concerns or requests from residents promptly.
- Remedied issues quickly and effectively through active listening, conflict resolution, and dynamic communication skills.
Customer Administration Specialist
CSI Companies
06.2010 - 01.2013
- Completed data entry tasks with accuracy and efficiency.
- Followed established procedures to enter and process data correctly.
- Sorted documents and maintained organized filing process.
- Open, Sort, & count mail
- Processed Payments on accts using mailed in checks, Money order, credit card info
- Processed home insurance applications & renewals
- Streamlined invoice processing, ensuring timely payments and financial record accuracy
- Submitted customer's refunds to finance dept
- Consolidation of processed payments
- Back up receptionist desk as needed
- Update and maintained acct info
Education
No Degree - R.N
Miami Dade College
Miami, FLDiploma - Medical Billing & Coding
Everest Institue
Miami, FL05.2011
High School Diploma -
Miami Central Senior High School
Miami, FL06.2006
Skills
- Upselling and Cross Selling
- Documentation skills
- Persuasion techniques
- CRM software proficiency
- Customer Retention Strategies
- Decision-Making
- Microsoft Office
- Relationship Building
- Information Protection
- Data Entry
- Fast Typing Speed
- Office Administration
Timeline
Retention Specialist
DIRECTV
03.2022 - Current
Sales and Service Specialist
Marriott CEC
04.2019 - 12.2021
Pharmacy Clerk
GLC Companies
03.2017 - 12.2018
Concierge Officer
Platinum Group Security
01.2013 - 11.2016
Customer Administration Specialist
CSI Companies
06.2010 - 01.2013
No Degree - R.N
Miami Dade College
Diploma - Medical Billing & Coding
Everest Institue
High School Diploma -
Miami Central Senior High School
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