Ryan Oxendine
STERLING HEIGHTS,MI
Summary
Motivational leader and organizational problem-solver with advanced supervisory, team building and customer service skills. Experience stepping into roles and quickly making positive changes to drive company success. Focused on using training, monitoring and morale-building techniques to maximize employee engagement and performance. Personable and dedicated Customer Service Representative with extensive experience in business and customer service industry. Solid team player with upbeat, positive attitude and proven skill in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Articulate, enthusiastic and results-oriented with demonstrated passion for building relationships, cultivating partnerships and growing businesses. Highly-motivated employee with desire to take on new challenges. Strong worth ethic, adaptability and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills.
Overview
10
10
years of professional experience
Work History
Retention Account Manager
endurance auto warranty
STERLING HEIGHTS, MI
12.2022 - 07.2023
- Explained new products and services to customers.
- Re-established customer's faith in company by providing best retention offers available.
- Performed customer negotiations to reach fair conclusion for both business and customer.
- Promoted customer retention by using exceptional interpersonal skills.
- Analyzed customer feedback and developed new techniques to ensure customer retention.
- Compiled all calls and interactions into computer data system.
- Persuaded customers to retain services by offering discounts and special promotions on products and services.
- Demonstrated expert negotiation and problem-solving skills to resolve complex and non-routine customer concerns.
- Used computers and job-related software to complete contract forms, prepare change of address records or issue service discontinuance orders.
- Created and implemented retention and solutions strategies to keep clients satisfied and maintain optimum QA scores.
- Obtained and examined relevant information to assess validity of complaints and determine possible causes.
- Conducted detailed analysis and research of customer retention issues to facilitate timely and successful resolutions.
Insurance Agent
efund insurance
Southfield, MI
04.2020 - 07.2022
- Responded to customer inquiries and problems to promote great service.
- Explained different options to prospective clients, encouraging sale of insurance policies that best fit needs.
- Analyzed customer needs and provided best options, upselling products and services.
- Engaged customers and provided high level of service by carefully explaining details about documents.
- Researched insurance plans to find good options for clients' needs.
- Conducted meetings or phone calls with potential clients to present insurance policies and answer questions.
- Conducted telephone appointments with prospective clients to build rapport and sell insurance services.
- Pursued new clients through various marketing strategies to grow existing portfolio of policyholders.
- Received underwriting approvals after accurately completing applications for insurance coverage.
- Serviced existing portfolios, assisting members with coverage questions and accurately processing policy endorsements.
Account Manager Supervisor
Comcast
Sterling Heights, MI
08.2015 - 12.2020
- Guided account managers on methods to increase sales and fill product spaces.
- Partnered with technical staff and sales support team to identify appropriate solutions for complex issues and persuasively communicated technical features to customers.
- Mentored team members in mastering sales techniques to consistently exceed objectives.
- Oversaw multiple accounts and worked diligently to meet and exceed performance goals.
- Built and maintained productive relationships with customers and internal partners.
- Acted as main point of contact in matters relating to client concerns and needs.
- Developed successful customer relationships and quickly resolved service requests to increase sales.
- De-escalated customer interactions by providing alternative tactics to solving problems and satisfying customer needs.
- Negotiated contracts and closed agreements to maximize profits.
- Developed thorough understanding of products and service offerings to better upsell and cross-sell to clients.
- Collaborated with sales team to collectively drive growth and market share.
Customer Service Manager
GM Tech Center
STERLING HEIGHTS, MI
01.2013 - 08.2015
- Established positive rapport with customers, managers and customer service team members to maintain positive and successful work environment.
- Maintained knowledge of company products and services to promptly resolve complaints and concerns.
- Demonstrated excellent communication skills in resolving product and consumer complaints.
- Assisted staff with resolving complex customer issues and implementing targeted solutions.
- Responded to phone and online customer service requests within designated turnaround time to improve customer satisfaction ratings.
- Processed documentation and troubleshot discrepancies to build client rapport.
- Provided resolution of unusual billing by conducting research, reviewing findings and making recommendations.
Education
Business Administration And Management
Wayne State University
Detroit, MI05.2011
Skills
- Problem-Solving
- Work Prioritization
- Client Relations and Retention
- Conflict Resolution Techniques
Timeline
Retention Account Manager
endurance auto warranty
12.2022 - 07.2023
Insurance Agent
efund insurance
04.2020 - 07.2022
Account Manager Supervisor
Comcast
08.2015 - 12.2020
Customer Service Manager
GM Tech Center
01.2013 - 08.2015
Business Administration And Management
Wayne State University
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