Najla Roberts
najlaroberts@ymail.com
Drexel Hill,PA
Summary
Thorough Customer Retention Specialist with 8 years of experience working in customer service 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
6
6
years of professional experience
Work History
Retention Supervisor (Remote)
ADT Security
Langhorne, PA
12.2021 - Current
- Adhered to appropriate legal scripting when required.
- Utilized knowledge of customer experience to create specialized plans for customer retention.
- Utilized advanced skills in solving problems and making accurate decisions to implement strategies that brought about immediate results.
- Developed product demonstrations and presentations for customers.
- Improved organizational filing systems for confidential employee records, resulting in improved accessibility and efficiency.
- Improved office efficiency by effectively managing internal communications and correspondence.
- Explained technical information in clear terms to non-technical individuals to promote better understanding.
Front Desk Associate
Dynamite Pest Control
Philadelphia, PA
08.2021 - 10.2021
- Maintained cleanliness and organization of front desk area.
- Greeted visitors and customers upon arrival, offered assistance and answered questions to build rapport and retention.
- Developed strong working relationships with management and executive team through effective scheduling and communication skills.
- Gathered employee data to develop monthly work schedules, enabling proper staffing for departments for each shift.
- Implemented improvements to file systems and procedures.
- Prepared new files and assigned tracking identification numbers, resulting in faster retrievals.
- Took reservations over phone, in person and via computer for guests and provided confirmation information.
Customer Service Associate (Remote)
U.S. Bank
Philadelphia, PA
05.2020 - 12.2020
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Maintained confidentiality of private banking information with discretion, diplomacy and professionalism.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Offered advice and assistance to customers, paying attention to special needs or wants.
Team Leader
Chick-fil-a
King Of Prussia, PA
04.2015 - 03.2020
- Mentored and guided employees to foster proper completion of assigned duties.
- Conducted training and mentored team members to promote productivity, accuracy and commitment to friendly service.
- Created and implemented policies to achieve customer satisfaction and maintain food service standards.
- Enabled customers to feel welcomed, important and appreciated by answering questions about products sold throughout store.
- Resolved customer complaints and maintained clean and tidy checkout area.
- Provided primary customer support to internal and external customers.
- Built strong relationships with customers through positive attitude and attentive response.
- Established open and professional relationships with team members to achieve quick resolutions for various issues.
Education
High School Diploma -
Crosby High School
Waterbury, CT06.2016
Some College (No Degree) - Business Management
La Salle University
Philadelphia, PASome College (No Degree) - Business Administration And Management
Kutztown University
Kutztown, PASkills
- Customer Data Confidentiality
- Presenting Solutions
- Upselling Products and Services
- Software Development Standards
- Caseload Management
- Analytical and Logical Thinking
- Salesforce Software
- Critical Thinking
- Organization and Time Management
- Strong Communication and Interpersonal Skills as well as Verbal and Written Communication
- Policy and Procedure Adherence
- Teamwork and Collaboration
- Organization and Time Management
- Strong Communication and Interpersonal Skills as well as Verbal and Written Communication
- Policy and Procedure Adherence
- Teamwork and Collaboration
- Flexible & Adaptable
- Self-motivated professional
- Microsoft Office
- Data Entry
- Responsible
- Leadership
- Teambuilding
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote
Innovation distinguishes between a leader and a follower.
Steve Jobs
Timeline
Retention Supervisor (Remote)
ADT Security
12.2021 - Current
Front Desk Associate
Dynamite Pest Control
08.2021 - 10.2021
Customer Service Associate (Remote)
U.S. Bank
05.2020 - 12.2020
Team Leader
Chick-fil-a
04.2015 - 03.2020
High School Diploma -
Crosby High School
Some College (No Degree) - Business Management
La Salle University
Some College (No Degree) - Business Administration And Management
Kutztown University
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