Thomas O'Connell
Londonderry,NH
Summary
Results-driven Customer Care Specialist highly skilled in account management and sales techniques. Offers 7 years of experience quickly resolving issues and identifying needs, resulting in delighted customers and repeat business.
Overview
6
6
years of professional experience
Work History
Member Retention Counselor
AAA Northeast
Salem, NH
07.2022 - 01.2025
- Generated revenue by retaining potential and lapsed members through outbound calls and emails.
- Emphasized product/service features and benefits, quoted prices, discussed credit terms, and counseled members to find a solution in harmony with their needs.
- Forecast and maintain Member information in CRM.
- Negotiated contract renewals and upsells, contributing to record revenue growth.
- Analyzed customer interaction patterns to identify trends and opportunities for upselling.
Customer Service Specialist/Sales
Drum Center Of Portsmouth
North Hampton, NH
01.2019 - 07.2022
- Created quotations, including a detailed description of the product and delivery times
- Built sustainable relationships and trust with customer accounts through open and interactive communication
- Diagnosed customer complaints and conflicts to provide appropriate solutions and alternatives within time limits; Following up to assure satisfaction
- Assisted with the development of communication procedures, guidelines, and policies
- Acted as a liaison between internal teams to ensure customer needs are being met
- Reduced process gaps while training new hires on products, software, operational practices, and protocols
Education
Diploma - Music Performance
McNally Smith College of Music
Saint Paul, MN12-2012
High School Diploma -
Exeter High School
Exeter, NH06-2008
Skills
Empathetic Listening Skills
Relationship Building
Creative Thinking
Team Collaboration
Customer Retention
Conflict Resolution
Communication
Adaptability
Timeline
Member Retention Counselor
AAA Northeast
07.2022 - 01.2025
Customer Service Specialist/Sales
Drum Center Of Portsmouth
01.2019 - 07.2022
Diploma - Music Performance
McNally Smith College of Music
High School Diploma -
Exeter High School
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