Paris Hood

I retained thousands of customer accounts and relationships by building rapport and determining a resolution to get them services they could benefit from and afford. My position also included general customer and billing support.

• Utilized knowledge of customer experience to create specialized plans for customer retention.
• Adhered to appropriate legal scripting when required.
• Utilized advanced skills in solving problems and making accurate decisions to implement strategies that brought about immediate results.
• Developed new strategies for customer retention activities.
• Made 100 sales calls weekly to existing and new customers for business growth

I retained customer accounts and relationships by building rapport and determining a resolution to get them services they could benefit from and afford. My position also included general customer and billing support.

• Made 100 sales calls weekly to existing and new customers for business growth.
• Utilized knowledge of customer experience to create specialized plans for customer retention.
• Adhered to appropriate legal scripting when required.
• Researched market and competitor data regarding benefits and compensation, developing standards to maintain competitive benefits packages.
• Developed product demonstrations and presentations for customers.
• Utilized advanced skills in solving problems and making accurate decisions to implement strategies that brought about immediate results.
• Reviewed successes and failures to learn from previous mistakes.

• Recommended solutions to complex situations through research and critical thinking and escalated customer to supervisor for enhanced support.
• Supported customer questions and issues by gathering data, analyzing needs, evaluating possible resolutions and implementing best solutions.
• Documented customer interactions in computer system and assisted cross-functionally with billing and technical support to deliver high-quality customer service.
• Resolved customer complaints by distinguishing, prioritizing and reporting technical issues.
• Shared strategic insights with interdepartmental teams regarding customer experience and service-related trends to improve service delivery.
• Delivered exceptional customer service by prioritizing emergency issues and developing and employing workarounds to solve problems expeditiously.
• Participated in ongoing training to learn new products and enhance skills to optimize customer support delivery.
• Connected with customers to address questions and resolve issues through phone and email.
• Upsold products and services to increase company revenue 30% beyond targets
• Managed team of 10 employees, overseeing hiring, training, and professional growth of employees