- Tech enthusiast, passionate about exploring the latest advancements and innovations
- Coding and Programming
SIMONE ADGERS
Kansas City,MO
Summary
Developed strong customer relationship management skills in customer-focused environment, excelling in communication and problem-solving. Adaptable and quick to understand new concepts, looking to transition into new field. Aimed at leveraging these transferable skills to make positive impact in new role.
Overview
3
3
years of professional experience
Work History
Retention representative
Spectrum
02.2023 - Current
- Actively and consistently support all efforts to simplify and enhance the customer experience
- Establish and maintain a high level of customer satisfaction, professionalism, and courtesy in all retention transactions
- Consistently meet or exceed weekly and monthly retention activity goals by utilizing sound telephone based customer save techniques
- Respond to inbound retention calls promptly and efficiently as outlined by the required call handling metrics to include productive time, schedule adherence, handle time, after call work, etc
- Answer questions pertaining to billing inquiries, pricing and packaging of products and service, and service complaints
- Ability to learn and master order processing within the billing system regarding all aspects of retained accounts, new sales order entry, account lookup, and other tools and functions as they relate to the retention function
- Have a full understanding of and consistently demonstrate proficiency at explaining all products and services to existing customers
- Acquire and demonstrate thorough knowledge of competitors’ pricing, packaging, and products in an effort to discuss side by side comparisons of Charter’s and competitors’ products and services
- Built rapport with customers through active listening and empathetic understanding of their needs.
- Exceeded performance expectations consistently while handling challenging situations such as irate customers or complex billing disputes.
- Successfully retained at-risk customers by presenting customized offers based on their preferences and usage patterns.
- Collaborated with team members to develop strategies for improving overall retention rates.
- Implemented tactics to minimize cancellations by proactively identifying potential issues and offering solutions.
- Handled customer escalations effectively, resolving concerns promptly and professionally.
- Provided exceptional customer service, leading to increased positive feedback from clients.
- Resolved account issues for enhanced customer satisfaction and loyalty.
- Managed high call volume, maintaining professionalism and efficiency in all interactions.
- Increased customer retention by addressing concerns and offering tailored solutions to retain business.
- Optimized workflow efficiency through regular self-assessment of time management skills and prioritization techniques.
- Developed strong product knowledge, enabling the provision of informed recommendations tailored to individual client needs.
- Trained new employees on company policies, procedures, and best practices for retaining customers.
- Investigated and resolved customer inquiries and complaints quickly.
- Met customer call guidelines for service levels, handle time and productivity.
- Resolved technical issues with devices, ensuring seamless service for customers.
Assistant Manager
Forever21
05.2022 - 01.2023
- Consistently creates a welcoming environment and experience for the customer by always maintaining and executing a customer first mentality
- Demonstrates a can-do attitude and proactively seeks opportunities to deliver exceptional customer service
- Spends at least60% of the shift performing Leader on Duty tasks
- Facilitates new hire training for various skill levels
- Trains, coaches, and directs Leads and Brand Ambassadors on merchandise handling, shipment processing, merchandise presentation, and visual techniques as needed
- Arranges and executes suitable and effective training solutions for other team members based on performance
- Supports daily merchandising, styling, floor set planning and execution, replenishment, launches, updates, shipment, zero selling reports, loss prevention and service
- Ensures floor is replenished per company guidelines which includes follow-up with staff to ensure accuracy
- Ensures service, merchandising, and operational standards are met through company-defined practices and processes
- Partners with the leadership team to make product placement adjustments based on selling, inventory ownership and merchandising reports
- Adapts to a fast-paced environment and can manage multiple priorities at once
Education
A.S. - College of Arts and Sciences major in Computer Science
Metropolitan Community College – Penn Valley
Kansas City, MO05.2020
Skills
- Customer satisfaction
- Customer engagement
- Customer support
- Call center experience
- Technical troubleshooting
- Product troubleshooting
- Remote support
- Active listening
- Application support
- Software installation
- Application installations
Interests
Timeline
Retention representative
Spectrum
02.2023 - Current
Assistant Manager
Forever21
05.2022 - 01.2023
A.S. - College of Arts and Sciences major in Computer Science
Metropolitan Community College – Penn Valley
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