Shelda Petigny
North Port
Summary
Skilled in delivering seamless remote customer support through clear communication, quick problem-solving, and efficient use of CRM tools. Focused on creating positive experiences and building strong client relationships.
Results-driven professional well-versed in customer retention strategies and client relationship management. Known for delivering impactful solutions that enhance customer loyalty and satisfaction. Consistently collaborates with cross-functional teams to achieve organizational goals and adapt to evolving business needs with strong focus on conflict resolution and communication skills.
Experienced with customer retention strategies that drive loyalty and reduce churn. Utilizes effective communication and problem-solving skills to address client concerns proactively. Track record of building strong client relationships and fostering positive customer experience.
Competent Retention Specialist with proven track record of enhancing customer loyalty and satisfaction. Successfully developed and implemented retention strategies that reduced churn rates. Demonstrated ability to build strong client relationships and resolve conflicts effectively.
Overview
4
4
years of professional experience
1
1
Certification
Work History
Retention Specialist
Foundever
01.2025 - Current
- Handled escalated customer complaints professionally, de-escalating situations while finding mutually beneficial resolutions.
- 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.
Customer Support Specialist
DR Chen OBGYN
03.2024 - 07.2024
- Monitor and prioritize customer requests to ensure timely resolution, balancing multiple cases and maintaining high service standards in a fast-paced environment
- Educate customers on product features and services, helping them maximize their use of offerings while identifying opportunities for upselling
- Maintain detailed and accurate records of customer interactions, transactions, and feedback in the CRM system to ensure seamless follow-up and support continuity
- Provide technical and product support by troubleshooting problems, guiding customers through step-by-step solutions, and escalating complex cases when needed
- Respond promptly to customer inquiries via phone, email, and chat, delivering accurate information and solutions to resolve issues effectively
Client Service Specialist
Law office of Kanner&pintaluga
01.2023 - 09.2023
- Provide exceptional customer support by resolving inquiries and issues through phone, email, and live chat, ensuring a high level of client satisfaction
- Efficiently manage customer accounts by processing orders, updating account information, and tracking service requests, maintaining accurate records in the CRM system
- Collaborate with cross-functional teams including sales, technical support, and billing to ensure seamless client experiences and timely issue resolution
- Build and maintain strong client relationships by proactively addressing customer needs, offering solutions, and following up on feedback to enhance service quality
- Analyze customer feedback to identify trends, suggesting improvements to products, services, and support processes to enhance overall client satisfaction
Customer service Representative
Brandsmart USA
07.2021 - 09.2023
- Collaborate with remote teams across different departments to address customer needs, share feedback, and improve service processes
- Manage multiple customer accounts, updating information, processing orders, and tracking service requests using CRM tools to ensure data accuracy and efficiency
- Educate customers on product features and services, providing detailed explanations and support to help customers navigate and maximize their experience
- Resolve customer complaints by identifying problems, troubleshooting solutions, and guiding customers through corrective actions while maintaining a calm and empathetic demeanor
- Handle customer inquiries and issues via phone, email, and chat, providing prompt and professional assistance to ensure customer satisfaction
Education
Business Administration -
Broward College
Coconut Creek, Florida05.2025
Skills
- Call Documentation
- Customer Service Skills
- Data Entry Software
- Database Management
- Remote Work Collaboration Tools
- Attention to Detail
- Time Management
- CRM
- Conflict resolution
- Order and Refund Processing
- Communication Skills
- Problem-Solving
- Customer feedback analysis
- Documentation skills
- Retention marketing
- Upselling and cross selling
- Remote conferencing and communication
- Microsoft office
- Data review
Certification
- Med Tech
- AA in nursing
Languages
English
Full Professional
Creole
Native or Bilingual
Timeline
Retention Specialist
Foundever
01.2025 - Current
Customer Support Specialist
DR Chen OBGYN
03.2024 - 07.2024
Client Service Specialist
Law office of Kanner&pintaluga
01.2023 - 09.2023
Customer service Representative
Brandsmart USA
07.2021 - 09.2023
Business Administration -
Broward College
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