Reetchadlie Lebrun
Fort Lauderdale,Florida
Summary
A dedicated and results-oriented professional seeking a position that allows me to utilize my skills and contribute to the success of a reputable organization
Enthusiastic Sales and Customer Service professional with expertise in communication and negotiating. Driven to provide superior quality customer service. Innovative in leveraging extensive knowledge of products and services as well as creating solutions for customers to drive loyalty, retention and revenue. Highly adept at training, managing, coaching and mentoring sales and customer service associates with talent for interacting with staff at all levels of organization and public.
Overview
9
9
years of professional experience
Work History
Sales Representative
Comcast
06.2023 - Current
- Receiving and responding to customer inquiries regarding billing, service issues, equipment, account changes, and general information.
- Providing exceptional technical support for internet, cable TV, and phone services.
- Guiding customers through troubleshooting steps.
- Scheduling technician appointments when necessary.
- Investigating and resolving customer complaints and concerns in a timely and professional manner.
- Finding solutions that satisfy the customer while adhering to company policies.
- Assisting customers with account updates, such as address changes, contact information, and payment methods.
- Explaining billing statements and resolving billing discrepancies.
- Processing service changes, upgrades, and downgrades.
- Providing customers with information about their services, features, and how to use them effectively.
- Explaining company policies and procedures.
- Accurately documenting all customer interactions, issues, and resolutions in the company's systems.
- Recognizing opportunities to upsell or cross-sell additional Comcast services based on customer needs and current subscriptions.
- Promoting new products, features, and promotions.
- Clearly and persuasively explaining the benefits of upgrading or adding services.
- Tailoring sales pitches to individual customer needs and interests.
- Overcoming customer objections and closing sales on additional services.
- Processing sales orders accurately and efficiently
Retention Specialist
AT&T
04.2021 - 05.2023
- Answering calls from customers who have expressed intent to cancel their AT&T services (internet, phone, TV, mobile).
- Actively listening to customers to understand the specific reasons for their dissatisfaction and desire to leave.
- Addressing customer concerns and finding solutions to their issues, which may involve troubleshooting technical problems, clarifying billing inquiries, or resolving service-related complaints.
- Utilizing knowledge of available promotions, discounts, and alternative service plans to create compelling offers that encourage customers to remain with AT&T. This requires strong negotiation and persuasion skills.
- Establishing a positive and professional rapport with customers to build trust and increase the likelihood of retention.
- Clearly articulating the value proposition of AT&T services and highlighting the benefits of staying with the company. This may involve educating customers on new features, plans, or bundles.
- Identifying opportunities to offer additional AT&T products or services that could better meet the customer's needs and further incentivize them to stay.
- Working towards and achieving individual and team goals for customer retention rates.
- Maintaining a thorough understanding of AT&T's current service offerings, pricing, and promotional campaigns.
Customer Service Representative
Sitel Group
02.2017 - 03.2021
- Answering calls, responding to emails, and engaging in chat or social media interactions from customers.
- Carefully listening to customer inquiries and concerns to understand their needs fully.
- Offering accurate and comprehensive information about products, services, policies, and procedures.
- Diagnosing and resolving customer problems, which may involve technical issues, account inquiries, or service-related matters.
- Efficiently using various computer systems and tools to access customer accounts, research information, and process requests.
- Tailoring communication and solutions to meet individual customer needs and preferences.
- Remaining professional, empathetic, and courteous even in challenging situations.
- Investigating customer issues to determine the underlying cause of the problem.
- Utilizing available resources and following established procedures to resolve customer issues effectively and efficiently.
- Knowing when and how to escalate complex or unresolved issues to higher-level support or other departments.
- Ensuring that customer issues are fully resolved and following up with customers as needed.
- Taking initiative within defined guidelines to resolve customer issues and provide appropriate solutions.
- Handling customer requests such as account updates, service modifications, and billing inquiries.
- Updating customer information and ensuring account accuracy.
Education
High School Diploma -
Coral Springs High School
Fl05.2012
Skills
Customer experience enhancement
- Customer service
- Customer retention
- CRM proficiency
- Time management
Monitoring — Monitoring/Assessing performance of yourself, other individuals, or organizations to make improvements or take corrective action
Reading Comprehension — Understanding written sentences and paragraphs in work-related documents
Speaking — Talking to others to convey information effectively
Coordination — Adjusting actions in relation to others' actions
Relationship building
Sales expertise
Customer service
Customer relations
Customer relationship building
Interpersonal communication skills
Product and service knowledge
Sales closing
Product and service sales
Customer retention
Negotiation tactics
Upselling and cross selling
Objection handling
Customer needs assessment
Product promotions
CRM proficiency
Client account management
Systems and software expertise
Retention strategies
Customer experience enhancement
Timeline
Sales Representative
Comcast
06.2023 - Current
Retention Specialist
AT&T
04.2021 - 05.2023
Customer Service Representative
Sitel Group
02.2017 - 03.2021
High School Diploma -
Coral Springs High School