Retention Specialist
Spectrum
10.2024 - 08.2026
Precious thomas
Customer Service Representative
Milwaukee,WI
Timeline
Customer Service Representative
CLEAR (PRE TSA)
01.2023 - 02.2026
Customer Service Representative
Frontier Airlines
05.2021 - 07.2023
High School Diploma -
Harold S. Vincent High School
09.2002 - 06.2026
Work History
Retention Specialist
Spectrum
10.2024 - 08.2026
- Utilized advanced skills in solving problems and making accurate decisions to implement strategies that brought about immediate results.
- Utilized knowledge of customer experience to create specialized plans for customer retention.
- Analyzed customer behavior and data to identify trends and develop customer retention strategies.
- Built constructive customer relationships to improve loyalty and recommendations.
- Evaluated current customer retention strategies and recommended improvements.
Customer Service Representative
CLEAR (PRE TSA)
01.2023 - 02.2026
- Responded to customer requests for products, services, and company information.
- Identified and resolved discrepancies and errors in customer accounts.
- Responded proactively and positively to rapid change.
- Collected and returned unpurchased or returned items to correct shelf locations and arranged displays to promote sales.
- Trained new personnel regarding company operations, policies and services.
Customer Service Representative
Frontier Airlines
05.2021 - 07.2023
- Responded to customer requests for products, services, and company information.
- Managed timely and effective replacement of damaged or missing products.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Reduced process inconsistencies and effectively trained team members on best practices and protocols.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
Overview
5
5
years of professional experience
24
24
years of post-secondary education
Education
High School Diploma -
Harold S. Vincent High School
Milwaukee, WI 09.2002 - 06.2026
Skills
- Personnel conflict management
- CRM software proficiency
- Retention marketing
- Trend tracking
- Upselling and cross selling
- Cross-functional communication
- Customer feedback analysis
- Offer development
- Persuasion strategies
- Microsoft office
Summary
Detail-oriented retention specialist skilled in persuasion strategies and cross-functional communication. Successfully analyzed customer behavior to identify trends, leading to the development of impactful retention plans that improve customer loyalty.