TEQUILLA HORTON
WINTER HAVEN,FL
Summary
Friendly Customer Retention Specialist succeeds in identifying customer needs and utilizing inbound retention strategies. Professional telephone demeanor with sound knowledge of sales retention. Uses problem resolution and de-escalation techniques effectively.
Overview
16
16
years of professional experience
Work History
Business Retention Specialist
Comcast
WINTER HAVEN, FL
11.2024 - Current
- Engaged with business customers post-contract to assess needs and address concerns, aiming to retain them as valued clients.
- Managed customer retention calls using Comcast service and billing policies.
- Reviewed account history to identify service issues and renewal needs.
- Presented Comcast packages, promotions, and save offers to at-risk customers.
Retention Specialist
Spectrum
09.2017 - 11.2024
- Handled inbound customer calls to address inquiries and concerns. I talk to customers that want to cancel services,Persuaded customers to retain services by discussing benefits and offering better plans. For example by offering better plans and telling the customer the benefits of the service.
- Managed inbound retention calls for Spectrum internet, TV, and phone customers.
- Reviewed customer accounts and billing details to support save conversations.
- Explained Spectrum service plans, promotions, and contract options to callers.
Collections Representative
GC Services
04.2015 - 09.2017
- Negotiated to collect the balance in full.
- Counseled debtors on payment options and arranged installment agreements.
- Counseled debtors on payment options and structured installment agreements for manageable repayment.
- Resolved challenging situations using friendly yet assertive strategies to maintain positive relationships.
Cashier Team Lead
Kmart, Sears Holding
04.2011 - 04.2014
- Trained team members on cash register operations and cash handling, enhancing team efficiency and accuracy.
- Quickly and accurately counted drawers at start and end of each shift.
- Resolved customer and team member issues through effective communication, improving overall satisfaction.
Education
High School Diploma -
Auburndale Senior High School
Auburndale, FLSkills
- CRM software
- Customer Retention
- Customer Needs Analysis
- Contract analysis
- Account review
- Reading Comprehension
- Active Listening
- Collaborative teamwork
- Transparent Communication
Timeline
Business Retention Specialist
Comcast
11.2024 - Current
Retention Specialist
Spectrum
09.2017 - 11.2024
Collections Representative
GC Services
04.2015 - 09.2017
Cashier Team Lead
Kmart, Sears Holding
04.2011 - 04.2014
High School Diploma -
Auburndale Senior High School