Roshonda Jenkins
Warren,MI
Summary
Customer Success professional focused on onboarding, value realization, and retention. Skilled at diagnosing drivers of churn, creating save plans, and communicating the voice of the customer to shape playbooks and process improvements.
Thorough team contributor with strong organizational capabilities. Experienced in handling numerous projects at once while ensuring accuracy. Effective at prioritizing tasks and meeting deadlines.
Results-oriented achiever with proven ability to exceed targets and drive success in fast-paced environments. Combines strategic thinking with hands-on experience to deliver impactful solutions and enhance organizational performance.
Overview
13
13
years of professional experience
Work History
Customer Success & Retention Lead
Comcast
Warren, MI
01.2018 - Current
- Lead high-volume customer interactions while consistently meeting or exceeding quality, productivity, and satisfaction goals.
- Provide advanced support across billing, product, technical, and account optimization inquiries with a focus on first-contact resolution.
- Mentor and train new hires on service protocols, systems navigation, and customer engagement best practices.
- Serve as an escalation point, applying de-escalation techniques to restore confidence and loyalty.
- Leverage CRM and account data to identify retention risks and recommend service or process improvements.
- Uphold strict confidentiality and compliance standards across all accounts.
- Drive retention by diagnosing root causes of dissatisfaction and executing targeted save strategies.
- Capture voice-of-customer insights and relay trends to inform playbooks and process updates.
Financial Analyst | Client Accounts
Concentrix
Southfield, MI
06.2016 - 01.2018
- Analyzed financial and operational data to spot patterns and performance gaps, informing decisions by senior leaders.
- Reviewed financial documentation for accuracy and compliance with policies and regulations.
- Supported profitability and portfolio strategies by presenting clear insights and recommendations.
- Partnered with cross-functional teams to streamline reporting workflows and improve data clarity.
Phone Banker | Customer Solutions & Retention
Wells Fargo
Southlake, TX
08.2013 - 06.2016
- Handled high-volume inbound inquiries while navigating multiple systems to resolve issues quickly and accurately.
- Performed root-cause analysis and service recovery actions to improve satisfaction and retention.
- Provided guidance on banking products and services, resulting in strong customer feedback and repeat business.
Education
Some College Coursework - Business Management
Baker College
Flint, MIHigh School Diploma - undefined
Carman-Ainsworth High School
Flint, MISkills
- Onboarding & Adoption; Customer Retention & Health; Churn Risk Diagnosis; Save Plans & Escalation Management; Voice of Customer & Insights; Journey Mapping; Cross-Functional Collaboration; CRM & Case Management; Process Improvement; Stakeholder Communication
- Friendly, positive attitude
- Teamwork and collaboration
- Customer service
- Problem-solving
Timeline
Customer Success & Retention Lead
Comcast
01.2018 - Current
Financial Analyst | Client Accounts
Concentrix
06.2016 - 01.2018
Phone Banker | Customer Solutions & Retention
Wells Fargo
08.2013 - 06.2016
High School Diploma - undefined
Carman-Ainsworth High School
Some College Coursework - Business Management
Baker College