NICOLE STEINER
Green Bay,WI
Summary
Negotiations-savvy Customer Retention Specialist accurately manages calls and inquiries. Adept at building key relationships and applying effective customer service techniques. Out of the box thinking to find resolutions for our customers. Competent Customer Retention Specialist works well in fast-paced and high-pressure work environment while always maintaining professionalism. Extensive experience in retention and problem solving.
Overview
24
24
years of professional experience
Work History
Customer Loyalty Specialist
Cellcom
Green Bay, WI
07.2018 - Current
- Promoted customer retention by using exceptional interpersonal skills.
- Analyzed customer feedback and developed new techniques to ensure customer retention.
- Engaged customers with proactive strategies to understand needs and develop successful solutions.
- Performed customer negotiations to reach fair conclusion for both business and customer.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Trained new employees on procedures and policies to maximize team performance.
- Handles escalated customer situations.
- Provided support to customers regarding issues related to their account.
- Supported sales team members to drive growth and development.
- Analyzed customer data to identify trends that could be used to reduce churn rate.
Customer Resolutions
Georgia-Pacific
Green Bay, WI
02.2023 - 10.2023
- Supported sales team members to drive growth and development.
- Updated databases with new customer information.
- Adjusted bills and refunded money to resolve customers' service or billing complaints.
- Referred unresolved customer grievances to designated departments for further investigation.
- Presented existing and prospective customers with valuable service or product information to aid in decision-making.
- Promoted available products and services to customers during service, account management and order managment .
- Reached out to customers after completed sales to suggest additional service or product purchases.
- Took special orders over telephone, generating additional revenue every month.
- Prepared and evaluated CRM reports to identify problems and areas for improvement.
- Updated SAP system with order specifics and customer details, preferences and billing .
- Prepared accurate shipping orders and bills of lading to direct and ship products.
- Compared and verified identifying information of outgoing shipments.
- Traced missing material and shipments through vendor and customer communications.
- Corresponded with establishment representatives to rectify damages, shortages or nonconformance to specifications.
- Recorded shipment data for reporting, accounting or record keeping.
Customer Service Representative / DePereCellcom
Cellcom
Green Bay, WI
07.2017 - 07.2018
- Exceeded company productivity standards on consistent basis.
- Supported operational improvements and resolution of problems to deliver top-notch customer service.
- Upheld privacy and security requirements established by regulatory agencies.
- Reviewed customer account information to determine current issues and potential solutions.
- Asked probing questions to determine service needs and accurately input information into electronic systems.
- Delivered fast, friendly, and knowledgeable service for routine questions and service complaints.
- Expressed appreciation for patronage, inviting and encouraging customer return visits.
- Maintained high-volume workload within fast-paced environment and consistently met performance benchmarks.
Product Build Specialist /
Humana
, WI
05.2005 - 04.2013
- Supported upgrades and migration of databases by completing user acceptance tests
- Assisted fellow planning staff members with tasks to maintain proper workflows
- Worked closely with team members to deliver project requirements, develop solutions and meet deadlines
- Prioritized and organized tasks to efficiently accomplish service goals
- Juggled multiple projects and tasks to ensure high quality and timely delivery
- Organized information for use by team members in data analytics, reports, and presentations
- Reviewed project documentation and made important changes to match updates to project scope.
Customer Care Supervisor /
Humana
, WI
04.2000 - 05.2005
- Trained employees on best practices and protocols while managing teams to maintain optimal productivity.
- Improved productivity initiatives, managing accounts, coordinating itinerary, and scheduling client appointments.
- Trained and mentored new team members to promote productivity, accuracy, and friendly customer service.
- Drove customer escalations to resolution by engaging directly with clients.
- Delegated work to staff, setting priorities and goals.
- Remained calm and professional in stressful circumstances and when dealing with unhappy customers, effectively diffusing situations.
- Established ambitious goals for employees to promote achievement and surpass business targets.
- Reviewed employee performance and delivered constructive feedback to improve performance.
Education
Office Supervision and Management
Some College
NWTC
Childhood Education
Some College
Skills
- Customer service experience
- Knowledge of sales retention
- Excellent communication skills
- Employee coaching
- Inbound and Outbound Calling
- Call Center Operations
- Customer relations
- Business development understanding
- Critical thinking
- Working collaboratively
- Teambuilding
- Problem resolution
- Flexible
Accomplishments
- Consistently maintained high customer satisfaction ratings
- Advocate for our customers and their wishes
- Marketing suggestions
- Work Multimedia complaints and compile data for Management
- Member of the bright ideas team
- Participant in the Quality Design Team
- Part of the Chat team
Timeline
Customer Resolutions
Georgia-Pacific
02.2023 - 10.2023
Customer Loyalty Specialist
Cellcom
07.2018 - Current
Customer Service Representative / DePereCellcom
Cellcom
07.2017 - 07.2018
Product Build Specialist /
Humana
05.2005 - 04.2013
Customer Care Supervisor /
Humana
04.2000 - 05.2005
Office Supervision and Management
Some College
NWTC
Childhood Education
Some College
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