Summary
Overview
Work History
Timeline
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Natasha Reid Price

Tampa,Florida

Summary

Attain a Contact Center opportunity in which I can add value as a flexible team player through the use of soft skill behaviors while continuing to develop my skills within an environment focused on culture, process, and member engagement.

Overview

12
12
years of professional experience

Work History

Retention Specialist/ Team Lead

Alorica (American Express Platform)
06.2018 - Current
  • Primary responsibilities include maintaining American Express valued customers by utilizing key relationship building skills and effective customer service techniques to save card members
  • Successfully presented product and benefits by utilizing effective sales and persuasion skills in addition to solid knowledge of the American Express products
  • Identified card members needs through various probing steps that led to issue resolution
  • Provide excellent customer service and ensure customer satisfaction
  • On the job training for new Retention Specialist
  • Assist with new employees coaching’s, monitoring calls, going over calls with agent to make sure they progress, so that they stay with the company for a longer duration.

Sales Associate

One Touch Direct (AT&T Platform)
08.2017 - 07.2018
  • Coordinate and expedite all account activity to include: sales, customer service, handling escalated calls and providing problem-solving assistance while maintaining detailed records
  • Process inbound calls from new and existing customers though a consultative sales approach within high-volume Contact Center
  • Ability to de-escalate an opportunity and offer solutions to both customers and retail partners
  • Resolve product or service problems by clarifying the customer's concerns; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; to include product and service sales to add value to customer’s account
  • Maintain quality control and production goals while continuously seeking new ways to improve the operational process to grow within the organization.

Billing & Enrollment Specialist

Humana
11.2014 - 12.2016
  • Provide exemplary service to all potential customers to ensure a seamless experience to build long lasting relationships and repeat business
  • Deliver clients with superior service with their billing issues which included problem solving and administrative functions to complete necessary client inquires
  • Support outside sales representatives open new accounts and upgrade existing services
  • Maintained and improved quality results by adhering to standards and guidelines; recommending improved procedures
  • Assist supervisor with escalated calls and development of new / low performing associates.

Customer Service Consultant

Stream/ AOL Internet
01.2012 - 01.2014
  • Excellent communication skills; encourage positive relations with staff and customers in production / sales environment
  • Provide exemplary service to all current and potential AOL clients, to ensure a seamless online marketing experience
  • Assisting new and existing members of AOL with billing, cancellations, sales
  • Provided customer service through the use of active listening and probing questions
  • Added value to overall customer experience through cost saving recommendations.

Timeline

Retention Specialist/ Team Lead

Alorica (American Express Platform)
06.2018 - Current

Sales Associate

One Touch Direct (AT&T Platform)
08.2017 - 07.2018

Billing & Enrollment Specialist

Humana
11.2014 - 12.2016

Customer Service Consultant

Stream/ AOL Internet
01.2012 - 01.2014

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Natasha Reid Price