Summary
Overview
Work History
Education
Skills
Work Availability
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Rhonda Whitby

Rhonda Whitby

Houston,TX

Summary

Friendly Customer Retention Specialist succeeds in identifying customer needs and utilizing inbound and outbound retention strategies. Professional telephone demeanor with sound knowledge of sales retention. Uses problem resolution and de-escalation techniques effectively.

Overview

11
11
years of professional experience

Work History

Retention Agent

DIRECTV
Houston, TX
04.2021 - Current
  • Utilized knowledge of customer experience to create specialized plans for customer retention.
  • 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.
  • Implemented employee incentive programs to promote positive work culture and increase retention.
  • Adhered to appropriate legal scripting when required.
  • Took over 300 sales calls monthly to existing and new customers for business growth.

Sales Manager

Victoria's Secret PINK
11.2016 - 04.2021
  • Handled customer relations issues, enabling quick resolution and client satisfaction.
  • Maintained relationships with customers and found new ones by identifying needs and offering appropriate services.
  • Coached employees in successful selling methods and encouraged cross-selling to drive revenue.
  • Identified, hired and trained highly-qualified staff by teaching best practices, procedures and sales strategies.
  • Grew sales and boosted profits, applying proactive management strategies and enhancing sales training.
  • Led account planning strategy sessions aimed at retaining and acquiring customers and increasing business opportunities
  • Promoted continuing education opportunities for sales team to bolster skills and add value to department
  • Established and cultivated solid business relationships with new or existing customers
  • Closed lucrative sales deals using strong negotiation and persuasion skills
  • Reviewed customer service agreements for terms and conditions pricing and accuracy

Customer Service Executive

Spectrum
06.2017 - 10.2017
  • Described product and service details to customers to provide information on benefits and advantages.
  • Provided company information and policies to customers upon inquiry and answered questions via phone, email or online chat.
  • Resolved customer billing errors by researching issues in system, asking open-ended questions and determining root causes of problems.
  • Developed working relationships with internal and external customers while assisting with account management duties.
  • Managed over 50 calls per day.

Transporter

UTMB Galveston
08.2011 - 02.2016
  • Warmly greeted patients and visitors and made each feel welcome.
  • Maintained accurate logs of equipment deliveries and patient trips and submitted documentation at end of shift.
  • Assisted with lifting and handling patients using appropriate patient safety equipment such as lift swings, stand-up lifts and overhead lifts.
  • Transported patients to testing and treatment units, operating rooms and other areas using moveable beds, wheelchairs and stretchers.

Education

High School Diploma -

Ball High School
Galveston, TX
05.2005

Skills

  • Efficient Sales Transactions
  • Scripted Responses
  • Human Resources Management Systems
  • Work Complaint Handling
  • Confidential Records Management
  • Employment Recordkeeping
  • Quality Assurance Evaluation
  • Retention Program Development

Work Availability

monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote

There’s no shortage of remarkable ideas, what’s missing is the will to execute them.
Seth Godin

Timeline

Retention Agent

DIRECTV
04.2021 - Current

Customer Service Executive

Spectrum
06.2017 - 10.2017

Sales Manager

Victoria's Secret PINK
11.2016 - 04.2021

Transporter

UTMB Galveston
08.2011 - 02.2016

High School Diploma -

Ball High School

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Rhonda Whitby