Raldeja Pruitt
Millbrook
Summary
Dynamic Client Retention Specialist with proven success at GRT Financial, leveraging strong communication and data analysis skills to enhance customer satisfaction and retention. Expert in crafting tailored solutions, resulting in a significant increase in sales. Adept at leading cross-functional teams to achieve ambitious goals while fostering a collaborative environment.
Overview
8
8
years of professional experience
1
1
Certification
Work History
Client Retention Specialist
GRT FINANCIAL
Remote
05.2024 - Current
- Conducted detailed analysis and research of customer retention issues to facilitate timely and successful resolutions.
- Coordinated cross-functional teams across departments when needed for client retention initiatives.
- Provided personalized offers tailored specifically for each individual customer's needs.
- Presented existing and prospective customers with valuable service or product information to aid in decision-making.
- Improved product knowledge on continuous basis to provide optimal service and achieve sales quotas.
Licensed Senior Benefit Advisor
GoHealth
Millbrook
12.2022 - 03.2024
- Contacts prospective clients about insurance products and policies
- Meets with potential clients to discuss adequacy of existing insurance coverage and related financial resources
- Explains various insurance policies and products to potential and existing clients; guides clients in selecting coverage to best meet their needs
- Builds customized insurance policies and packages to meet clients needs
- Processes insurance policy renewals
- Assists clients with filing insurance claims
- Follow all state and federal guidelines for medication administration
- Developed a presentation and training manual for staff to use in customer service interactions
- Offered strong customer service skills, keeping customers satisfied and increasing sales by an average of 27% annually
Escalation Retention Supervisor
ASK Telemarketing
Montgomery
08.2019 - 09.2022
- Collecting data about customer service trends
- Developing strategies to retain customers
- Recording and responding to customer complaints
- Keep track of monthly, quarterly and yearly goals
- Work with management to assess and improve processes and policies
- Address employee complaints or performance issues as needed
Customer Service Manager (CSM)
AmeriSave Mortgage
Remote
05.2017 - 08.2019
- Develop teammates within their team and department to ensure they are meeting/exceeding KPI's, compliance, and client expectations
- Provide direction and assist agents with client calls concerning procedural questions, de-escalating calls and ensuring agent has understanding before disengaging assistance
- Review individual teammates and team metrics to uncover the core behaviors that are responsible for driving those metrics and coach to those behaviors
- Engage in frequent one-on-ones with teammates and groups of teammates to work on driving change and deepening skills on the team
- Developed relationships with over 100 new staff members, and assisted half of the existing staff members in their career development
Education
Master of Science -
Alabama State University
Montgomery, AL05-2027
Psychology - Psychology, Criminal Justice
Alabama State University
Montgomery, AL03.2024
High School -
Selma High School
Selma, ALSkills
- Customer service
- Computer literacy
- Communication skills
- Time management
- Documentation review
- Leadership
- Insurance Sales
- ICD Coding
- Microsoft Office
- CRM Software
- Salesforce
- Psychology
- Technical Support
- Data analysis
Certification
Life and Health insurance license
Languages
English
Timeline
Client Retention Specialist
GRT FINANCIAL
05.2024 - Current
Licensed Senior Benefit Advisor
GoHealth
12.2022 - 03.2024
Escalation Retention Supervisor
ASK Telemarketing
08.2019 - 09.2022
Customer Service Manager (CSM)
AmeriSave Mortgage
05.2017 - 08.2019
Master of Science -
Alabama State University
Psychology - Psychology, Criminal Justice
Alabama State University
High School -
Selma High School
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