Customer Service Retention Specialist
Comcast
02.2018 - 2025
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Contributed to sales growth by upselling products and services based on individual customer requirements.
- Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
- Fostered positive customer service culture within team which led to higher customer satisfaction rates.
- Boosted team morale by consistently recognizing colleagues' contributions and achievements.
- Updated company's FAQ section to include answers to common customer questions, reducing inquiry volume.
- Enhanced customer loyalty by offering personalized solutions tailored to individual needs.
- Led quarterly customer service meetings to review performance and set goals for improvement.
- Resolved escalated customer issues, restoring confidence in company's commitment to service excellence.
- Participated in training programs to enhance product knowledge and customer service skills.
- Conducted training sessions for new hires, ensuring consistent level of service across team.
- Trained new Customer Service Representatives on company policies, procedures, and best practices.
- Analyzed customer service metrics to identify trends and develop strategies for improvement.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Responded proactively and positively to rapid change.
- Managed timely and effective replacement of damaged or missing products.
- Collaborated with team members to identify opportunities for process improvements and increased efficiency.
- Conducted follow-up calls to ensure customers were satisfied with their resolutions and gather feedback for improvement.
- Negotiated mutually beneficial solutions for both the company and its clients when handling cancellations or refunds requests.
- Reduced hold times by streamlining processes for faster issue resolution during peak hours.
- Developed strong relationships with clients, fostering long-term loyalty and repeat business.
- Worked closely with sales teams to identify upselling opportunities that aligned with individual customer needs.
- Initiated proactive contact with customers via phone or email to resolve potential issues before they escalated into larger problems.
- Analyzed data trends to proactively address recurring issues and improve overall customer satisfaction levels.
- Facilitated effective communication between departments to swiftly resolve complex customer issues.
- Increased customer account renewals through proactive account management and personalized offers.
- Managed high call volumes while maintaining a professional demeanor and effectively solving problems.
- Participated in ongoing professional development and training sessions to stay current on industry trends and best practices for customer retention strategies.
- Improved overall customer satisfaction through active listening, empathy, and providing tailored solutions.
- Boosted company reputation by consistently delivering exceptional customer service experiences.
- Adhered to appropriate legal scripting when required.
- Developed product demonstrations and presentations for customers.
- Investigated and resolved customer inquiries and complaints quickly.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
