Ricky Boyles
Customer Service & Retention Specialist
Moreno Valley
Summary
Customer-oriented Service Specialist with over 10 years of experience in client relationship management, sales, and customer retention. Proven ability to deescalate issues, prevent churn, and exceed performance targets through personalized solutions and problem-solving strategies. Adept at using CRM tools, handling high-volume interactions, and explaining complex services to customers. Currently pursuing CompTIA A+ certification to expand technical troubleshooting skills. Seeking a full-time remote position with AT&T to deliver exceptional service, foster customer loyalty, and support retention efforts.
Overview
10
10
years of professional experience
Work History
Customer Retention Consultant
Symmetry Financial Group
08.2023 - 12.2024
- Addressed customer concerns and provided personalized recommendations to prevent cancellations and downgrades.
- Increased client satisfaction by providing personalized insurance solutions tailored to individual needs.
- Evaluated client needs and expectations, establishing clear goals for each consulting engagement.
- Self-motivated, with a strong sense of personal responsibility.
- Managed client relationships through regular check-ins and updates on project progress.
Client Solutions Specialist
Americor Funding
01.2021 - 08.2023
- Handled high-volume customer interactions, using CRM tools to track progress and optimize customer experiences.
- Prevented service cancellations by offering tailored service plans and reintroducing the value of existing products.
- Enhanced client satisfaction by delivering customized solutions for their specific needs.
- Developed and maintained strong relationships with clients, resulting in increased customer retention rates.
Customer Service Supervisor
United States Postal Service (USPS)
04.2015 - 01.2021
- Responded to customer inquiries and resolved complaints to establish trust and increase satisfaction.
- Coached team members to deliver hospitable, professional service while adhering to set service models.
- Managed escalated calls with diplomacy, successfully deescalating situations while ensuring satisfactory resolutions for both parties involved.
- Improved customer satisfaction by addressing and resolving escalated issues promptly and professionally.
Education
Bachelor's Degree - Business Administration
Texas Southern University
08.2008 - 5 2011
Skills
Problem-solving
Accomplishments
- CRM Process Optimization, Boosted CRM efficiency by 40%, enhancing customer retention and satisfaction.
- Sales Revenue Achievement, Generated $400,000 in sales revenue, exceeding monthly targets consistently.
- Team Training Efficiency, Reduced team training time by 30%, improving onboarding efficiency.
- Client Referral Growth, Achieved 25% increase in client referrals through strategic networking.
Timeline
Customer Retention Consultant
Symmetry Financial Group
08.2023 - 12.2024
Client Solutions Specialist
Americor Funding
01.2021 - 08.2023
Customer Service Supervisor
United States Postal Service (USPS)
04.2015 - 01.2021
Bachelor's Degree - Business Administration
Texas Southern University
08.2008 - 5 2011
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