Tanya Wright
Munith,MI
Summary
Friendly Customer Retention Specialist committed to consistently providing superior customer service efficiently and courteously. Succeeds in identifying customer needs and utilizing retention strategies. Uses problem resolution and de-escalation techniques effectively to obtain lifelong relationships with our members.
Overview
8
8
years of professional experience
1
1
Certification
Work History
Insurance Retention Specialist
The Auto Club Group
01.2022 - Current
- Conducted regular account reviews, addressing concerns and presenting solutions to retain customers to minimize churn rates.
- Enhanced customer satisfaction levels with proactive communication with empathy and timely resolution of issues to increase customer lifetime value.
- Increased customer retention rates by developing and implementing effective loyalty strategies.
- Utilized knowledge of customer experience to create specialized plans for customer retention.
- Identified changing customer needs and adapted service strategies to meet them.
- Boosted revenue through upselling and cross-selling opportunities during customer interactions.
- Gathered feedback from departing customers to identify areas for improvement in products or services offered.
Licensed Member Representative II
The Auto Club Group
05.2016 - 01.2022
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Resolved member disputes efficiently, demonstrating empathy and ensuring a positive resolution.
- Boosted member retention rates by conducting policy reviews, follow-ups and maintaining strong relationships.
- Identified cross-selling opportunities while interacting with members, increasing revenue potential.
- Provided cashiering services and balancing cash drawer
- Trained new personnel regarding company operations, policies and services.
Education
GED -
Brighton Community Education
Brighton, MI1995
Skills
- Customer Retention Strategies
- Upselling and Cross Selling
- Documentation skills
- Customer Relations
- Decision-Making
- Documentation and Recording
- Conflict Resolution
- Problem-solving abilities
- Active Listening
- Customer Retention Strategies
- Customer Education
- Customer Satisfaction
- Quality Assurance
Accomplishments
Earned Premier Performer in 2017 and 2019
Certification
State of Michigan
Department of Insurance and Financial Services
Casualty and Property Resident Producer License
Effective 10/01/2015
Also Licensed in
Florida, Georgia, Iowa, Illinois, Minnesota, North Carolina, South Carolina, North Dakota, Tennessee and Wisconsin
Timeline
Insurance Retention Specialist
The Auto Club Group
01.2022 - Current
Licensed Member Representative II
The Auto Club Group
05.2016 - 01.2022
GED -
Brighton Community Education
State of Michigan
Department of Insurance and Financial Services
Casualty and Property Resident Producer License
Effective 10/01/2015
Also Licensed in
Florida, Georgia, Iowa, Illinois, Minnesota, North Carolina, South Carolina, North Dakota, Tennessee and Wisconsin
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