Marva Dixon
Summary
Friendly Customer Retention Specialist succeeds in identifying customer needs and utilizing inbound and outbound retention strategies. Professional telephone demeanor with sound knowledge of sales retention. Uses problem resolution and de-escalation techniques effectively. Thorough Customer Retention Specialist with 5 years of experience working in communication industry. Committed to providing superb customer service efficiently and courteously. Proficient in processing new accounts and explaining new services and products to interested customers.
Overview
32
32
years of professional experience
Work History
Retention Account Manager
AT&T
04.2017 - 12.2022
- Enhanced client experiences by providing personalized service tailored to individual needs and preferences.
- Delivered detailed reports regularly providing insights about individual accounts'' health status enabling quicker response time for necessary actions.
- Reduced churn rate by consistently monitoring client satisfaction levels and addressing concerns in a timely manner.
- Negotiated contract renewals successfully, securing continued business from key accounts.
- Increased revenue for the company by upselling and cross-selling products to existing customers.
Customer Service Representative
AT&T
12.1990 - 04.2017
- Handled customer inquiries and suggestions courteously and professionally.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Answered constant flow of customer calls with minimal wait times.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Updated account information to maintain customer records.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
Education
Bachelor of Arts - Sociology
California State University - Dominguez Hills
Carson, CAAssociate of Arts - Liberal Arts And General Studies
Los Angeles Southwest College
Los Angeles, CA06.2006
Skills
- Retention Marketing
- Data-driven decision-making
- Performance metrics analysis
- Customer Retention Strategies
- Cross-selling strategies
- CRM software proficiency
- Customer Satisfaction Surveys
Timeline
Retention Account Manager
AT&T
04.2017 - 12.2022
Customer Service Representative
AT&T
12.1990 - 04.2017
Bachelor of Arts - Sociology
California State University - Dominguez Hills
Associate of Arts - Liberal Arts And General Studies
Los Angeles Southwest College