Shereka Branch
Houston
Summary
Proven Retention Specialist with a track record at DIRECTV, enhancing customer loyalty through effective retention strategies and CRM software proficiency. Excelled in customer relations and communication, significantly improving customer satisfaction. Skilled in analyzing feedback to drive service improvements, demonstrating a strong blend of analytical and interpersonal abilities.
Overview
10
10
years of professional experience
Work History
Retention Specialist
DIRECTV
01.2022 - 12.2024
- Identified potential risks associated with retaining existing customers and developed action plans accordingly.
- Assisted in the development of strategies aimed at improving long-term customer loyalty.
- Assisted customers with complaints, inquiries, and billing issues while maintaining a high level of customer satisfaction.
- 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.
- Improved overall company performance by contributing to strategic planning discussions and offering retention-focused recommendations.
- Gathered feedback from departing customers to identify areas for improvement in products or services offered.
Customer Service Representative
Villge medical
03.2019 - 12.2021
- Kept records of customer interactions or transactions, thoroughly recording details of inquiries.
- Developed strong relationships with customers by providing personalized assistance and support.
- Provided excellent customer service to resolve customer complaints in a timely manner.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
Customer Care Representative
Conduent
02.2015 - 02.2019
- Interacted with customers to provide and process information in response to inquiries, concerns and requests about services and products.
- Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
- Kept customer and system account information accurate and current to support timely resolutions for concerns.
- Managed high call volume with exceptional professionalism and efficiency.
- Built rapport with customers through active listening and empathetic responses, fostering positive relationships.
- Utilized CRM systems to accurately track customer interactions and update account information.
Education
Certificate - Certified Medical Assistant
Fortis College
Houston, TX12-2018
High School Diploma -
Katy High School
05-1997
Skills
- Experienced with CRM systems
- Process documentation
- Customer feedback analysis
- Client engagement
- Upselling and cross selling
- Strong verbal communication
- Customer loyalty initiatives
- Customer relationship management
Timeline
Retention Specialist
DIRECTV
01.2022 - 12.2024
Customer Service Representative
Villge medical
03.2019 - 12.2021
Customer Care Representative
Conduent
02.2015 - 02.2019
High School Diploma -
Katy High School
Certificate - Certified Medical Assistant
Fortis College
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