Rossia Harris
Lynnwood,WA
Summary
Dynamic professional with a proven track record in customer retention strategies and leadership, notably at Spectrum. Excelled in enhancing customer satisfaction and loyalty, while also leading teams at American Airlines to improve efficiency and resolve issues. Skilled in business administration and relationship building, achieving significant improvements in operational workflows and customer engagement.
Overview
3
3
years of professional experience
Work History
Retention Specialist
Spectrum
11.2023 - 06.2024
- Increased customer retention rates by developing and implementing effective loyalty strategies.
- Enhanced customer satisfaction levels with proactive communication and timely resolution of issues.
- Reduced churn rates by identifying at-risk customers and crafting personalized retention plans.
- Boosted revenue through upselling and cross-selling opportunities during customer interactions.
Supervisor
American Airlines
07.2022 - 12.2023
- Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
- Handled customer complaints, resolved issues and adjusted policies to meet changing needs.
- Evaluated employee performance and coached and trained to improve weak areas.
- Coordinated with ramp agents to verify baggage was placed on correct outgoing flight.
- Updated records when lost, delayed or pilfered bags were found.
- Processed and secured unclaimed luggage.
Administrative Assistant
Prospect Airport Services
11.2021 - 07.2022
- Answered multi-line phone system, routing calls, delivering messages to staff and greeting visitors.
- Executed record filing system to improve document organization and management.
- Scheduled office meetings and client appointments for staff teams.
- Sorted and distributed office mail and recorded incoming shipments for corporate records.
Education
Dental Assisting
Guilford Technical Community College
Jamestown 01.2013
Skills
- Business Administration
- Scheduling and Coordinating
- Dispatching Workers
- Leadership
- Agent Assistance
- Customer Service
- Customer Data Confidentiality
- Documentation
- Team Collaboration
- Customer retention strategies
- Decision-making
- Relationship building
Timeline
Retention Specialist
Spectrum
11.2023 - 06.2024
Supervisor
American Airlines
07.2022 - 12.2023
Administrative Assistant
Prospect Airport Services
11.2021 - 07.2022
Dental Assisting
Guilford Technical Community College