SHAY WEBB
Atlanta,GA
Summary
Motivated and dependable professional with years of expertise in fast-paced environment utilizing excellent Customer Relations and Service Satisfaction. Proficient in job execution and proven track record of success in compliance, customer service, administrative duties and leadership.
Overview
19
19
years of professional experience
Work History
RETENTION ANALYST
RENT
09.2021 - Current
- Manage account reviews from inception to launch within a timely manner
- Determine ways to maximize production and overall efficiency
- Utilize various tools and techniques to retain clients and document all interaction within the system
- Submit recommendations towards process improvement in order to enhance operations
- Conduct evaluations and provide constructive feedback as needed
- Respond immediately and accurately to all inquiries and disputes
- Develop a new retention strategy based on new client feedback
- Build positive working relationships with clients in order to negotiate renewals and contracts.
RETENTION SPECIALIST
NEXTRAQ
10.2016 - 08.2021
- Focused on the retention of active business customers through active listening, empathy, and assuming ownership of customer issues through to resolution
- Strategically provided appropriate resolutions that were optimal solutions for a valued customer base
- Minimized account disconnects through resolution of technical trouble calls, billing issues, outages, and customer dissatisfaction with product and process
- Met and exceeded budgeted retention goals consistently, in a highly-competitive, commission driven environment
- Compiled and maintained all computerized reports, records and documents
- Maintained professional integrity and customer focus while meeting and exceeding monthly quotas
- Monitors missed appointments and overbooks on a daily spreadsheet to show overbooked territories
- Develops highly empathetic client relationships and earned reputation for exceeding retention goals
- Serves as an Escalation Team Lead for high level customer related issues that were complex in nature.
CUSTOMER RETENTION COORDINATOR
CBEYOND COMMUNCIATIONS
09.2011 - 07.2014
- Successfully presented products by utilizing effective sales and persuasion skills in addition to a solid knowledge of the company's products and competitor's products
- Served as an Escalation Team Lead for high level customer related issues that were complex in nature
- Efficiently and accurately managed a large volume of customer applications in several Cbeyond Communications systems
- Strategically provided appropriate resolutions that were optimal solutions for a valued customer base
- Partnered closely with several internal departments such as billing operations, credit, collections, and other entities as required
- Focused on the retention of active Business Customers through active listening, empathy, and assuming ownership of customer issues through to resolution
- Minimized account disconnects through resolution of technical trouble calls, billing issues, outages, and customer dissatisfaction with product and process
- Met and exceeded budgeted retention goals consistently, in a highly-competitive, commission driven environment.
MOBILE CUSTOMER SERVICE COORDINATOR
CBEYOND COMMUNCIATIONS
11.2006 - 09.2011
- Collaborated with department team members and management/supervisory lead to actively provide customers with a great shopping experience while providing solutions to their electronics needs
- Communicated with customers, team members, and superiors to reinforce proper procedures
- Multi-tasked between job duties while maintaining an organized environment
- Assisted in new-hire training to incorporate company values into daily duties
- Demonstrated effective communication when interacting with customers, co-workers and managers
- Identified and acted upon opportunities in handling all activations concerning smart phones, IPads, Laptops and software
- Made follow-up calls to customers to ensure satisfaction and to offer additional products and services
- Demonstrated strong partnering and problem resolution skills, with the ability to interface and maintained positive relationships with multiple levels within the organization; leaders, fellow employees and customers.
Education
PASADENA COLLEGE
01.1993
Skills
- Extreme Customer Service
- Office Management
- Organizational Skills
- Data Entry
- Microsoft Office
- Reports/Documentation
- Client Relations
- Communications Skills
- Time Management
- Attention to Detail
- Interpersonal Skills
- Problem Solving
- Team Management
- Conflict Resolution
- Process Improvement
- Quality Assurance
- Leadership
- Analytical Thinking
Otherpositionsheld
PROVIDENT BANK, TRAINER/COORDINATOR, 06/2002, 11/2006
Additional Information
Knowledge of SLA's and Customer Satisfaction
Timeline
RETENTION ANALYST
RENT
09.2021 - Current
RETENTION SPECIALIST
NEXTRAQ
10.2016 - 08.2021
CUSTOMER RETENTION COORDINATOR
CBEYOND COMMUNCIATIONS
09.2011 - 07.2014
MOBILE CUSTOMER SERVICE COORDINATOR
CBEYOND COMMUNCIATIONS
11.2006 - 09.2011
PASADENA COLLEGE
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