Shanija Smith
Charlotte,NC
Summary
Dynamic Retention Specialist at Charter Spectrum with a proven track record in enhancing customer satisfaction through effective problem resolution and relationship building. Skilled in upselling and cross-selling, I foster loyalty and secure contract renewals, driving long-term business success while maintaining professionalism in high-stress situations. Also a customer service professional, brings valuable experience in addressing and resolving customer issues effectively. Known for strong focus on team collaboration and achieving positive outcomes. Reliable and adaptable with excellent communication and problem-solving skills.
Overview
6
6
years of professional experience
Work History
Retention Specialist
Charter Spectrum
Charlotte, NC
12.2024 - Current
- Managed escalated customer complaints efficiently.
- Enhanced customer satisfaction levels with proactive communication and timely resolution of issues.
- Negotiated contract renewals, securing continued business partnerships with satisfied clients.
- Built constructive customer relationships to improve loyalty and recommendations.
- Developed strong relationships with key accounts, ensuring ongoing satisfaction and long-term commitment.
Customer Service Representative
Bread Financial
Charlotte, NC
11.2022 - 12.2024
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Fostered positive customer service culture within team which led to higher customer satisfaction rates.
Customer Service Representative
Teleperformance USA
Augusta, GA
01.2019 - 11.2022
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Improved resolution time with effective problem-solving for customer complaints.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
Education
High School Diploma - Mathematics
Statesboro High School
Statesboro, GA05.2019
Skills
- Upselling and cross selling
- Customer relations
- Microsoft office
- Active listening
- Critical thinking
- Customer service
- Problem resolution
- Relationship building
- Call center experience
- Microsoft Excel
- Payment processing
- Microsoft outlook
- Product knowledge
- Appointment scheduling
- Order processing
- Microsoft Office Suite
- Microsoft PowerPoint
- Warranty service
- Credit adjustments
Timeline
Retention Specialist
Charter Spectrum
12.2024 - Current
Customer Service Representative
Bread Financial
11.2022 - 12.2024
Customer Service Representative
Teleperformance USA
01.2019 - 11.2022
High School Diploma - Mathematics
Statesboro High School