Shaconda Eaddy
Grovetown,GA.
Summary
Detail-oriented account expert with over seven years of experience in customer service and retention. Adept at analyzing customer feedback and implementing effective strategies to reduce churn and drive satisfaction. Committed to delivering exceptional service and fostering strong client relationships.
Overview
14
14
years of professional experience
Work History
Account Expert
T-Mobile
Augusta, GA
10.2018 - Current
- Managed customer accounts to ensure satisfaction and retention.
- Resolved complex billing inquiries and account discrepancies efficiently.
- Trained team members on new systems and customer service best practices.
- Analyzed customer feedback to improve service delivery and enhance experience.
- Reviewed case files for accuracy, ensuring compliance with regulatory standards.
- Evaluated customer data to identify and prevent fraudulent activities.
- Analyzed customer feedback to identify trends and implement service improvements.
Customer Service Sales Specialist
Wow! Internet Phone Cable
Augusta, GA
08.2018 - 10.2018
- Delivered exceptional customer service, resolving inquiries and enhancing satisfaction.
- Fostered relationships with clients to identify needs and recommend tailored solutions.
- Utilized CRM software to track customer interactions and manage sales opportunities.
- Collaborated with team members to streamline processes, improving response times.
- Promoted new products and services to existing customers, driving revenue growth and satisfaction.
- Enhanced customer satisfaction by addressing and resolving complex issues promptly.
- Processed customer orders and inquiries via phone, email and, in-person communication to foster top-quality service delivery.
- Determined customer needs and interests to recommend cable, phone and internet to customers.
- Handled customer inquiries and high volume calls to solve billing and ordering problems, independently resolving 43% of issues.
Retention Specialist
Wow! Internet Phone Cable
Augusta, GA
07.2014 - 06.2018
- Analyzed customer feedback to identify retention trends and improve service delivery.
- Developed targeted communication strategies to enhance customer engagement and loyalty.
- Collaborated with cross-functional teams to streamline processes and resolve customer issues efficiently.
- Conducted training sessions for team members on best practices in customer retention techniques.
- Utilized advanced skills in solving problems and making accurate decisions to implement strategies that brought about immediate results.
- Increased customer retention rates by developing and implementing effective loyalty strategies.
- Reduced churn rates by identifying at-risk customers and crafting personalized retention plans.
- Enhanced customer experience by optimizing onboarding process, making it more informative and user-friendly.
- Developed retention strategies to enhance customer loyalty and reduce churn rates.
Sales Associate
Wow! Internet Phone Cable
Augusta, GA
08.2012 - 07.2014
- Delivered exceptional customer service to enhance client satisfaction and retention.
- Assisted in product promotions to drive sales and increase brand awareness.
- Collaborated with team members to achieve sales targets and improve store performance.
- Managed inventory levels to ensure product availability and minimize stockouts.
- Resolved customer inquiries effectively, improving overall shopping experience.
- Built relationships with customers to encourage repeat business.
- Delivered exceptional customer service, addressing inquiries and resolving issues efficiently.
Education
High School Diploma -
T.W. Josey High School
Augusta, GA06-1997
Bachelor of Science - Criminal Justice
Strayer University
Augusta, GA06-2026
Master Cosmetologist -
Augusta Technical College
Augusta, GA08-2000
Skills
- Bank reconciliation
- Accounting software proficiency
- Auditing techniques
- Payroll processing
- Problem-solving abilities
- Multitasking
- Excellent communication
- Critical thinking
- Self motivation
- Investigative research
- Risk management
Accomplishments
- Used Microsoft Excel to develop customer pain points tracking spreadsheets.
- Documented and resolved customer issues which led to retaining customers and word of mouth referrals.
- Trained and mentored employees.
- Lesson Implementation - Met all assigned trainings through Magenta University
Timeline
Account Expert
T-Mobile
10.2018 - Current
Customer Service Sales Specialist
Wow! Internet Phone Cable
08.2018 - 10.2018
Retention Specialist
Wow! Internet Phone Cable
07.2014 - 06.2018
Sales Associate
Wow! Internet Phone Cable
08.2012 - 07.2014
Bachelor of Science - Criminal Justice
Strayer University
High School Diploma -
T.W. Josey High School
Master Cosmetologist -
Augusta Technical College