Tommaleta Short
Tampa,FL
Summary
Results-driven Customer Success and Customer Retention professional with over 30 years of experience in enhancing customer satisfaction and loyalty. Expertise in account management, case resolution, and cross-functional collaboration. Focused on identifying client needs and delivering effective solutions that drive retention and support revenue growth.
Overview
18
18
years of professional experience
Work History
Customer Retention Agent
DMS
Largo, FL
01.2016 - Current
- Build lasting customer relationships through proactive communication, consultative support, and personalized solutions.
- Identify customer concerns, product usage gaps, and account risks, providing recommendations that support long-term customer success.
- Identify opportunities to upsell products, services, and account enhancements based on customer business needs.
- Investigate and resolve inbound customer inquiries regarding DMS products and services while delivering professional, solution-focused support.
- Guide customers through website navigation and troubleshoot technical issues to ensure a positive customer experience.
- Collaborate with internal departments to resolve customer issues and improve service delivery.
- Accurately document customer interactions, support requests, and case activity using Salesforce CRM and internal systems.
- Maintain detailed customer records while following established case management and support procedures.
Retention Specialist
Think Direct Marketing
Clearwater, Florida
04.2016 - 10.2019
- Collaborated with marketing teams to create targeted retention campaigns.
- Coordinated follow-up communications with customers to reinforce engagement efforts.
- Assisted customers with complaints, inquiries, and billing issues while maintaining a high level of customer satisfaction.
- Managed customer databases using CRM software for effective communication and tracking.
- Generated monthly reports outlining progress made towards meeting retention objectives.
- Researched competitive offerings and identified opportunities for improving our product offering.
Research Interviewer
Nielsen
Oldsmar, FL
12.2014 - 12.2015
- Conducted structured interviews to gather consumer insights and preferences.
- Analyzed qualitative data to identify trends in consumer behavior.
- Collaborated with team members to develop effective survey methodologies.
- Coordinated logistics for interview sessions, ensuring smooth operations.
- Documented interview findings accurately for further analysis and reporting.
- Utilized software tools for data entry and management of interview records.
Home Health Aide
Dixon Home Health
Tampa, FL
03.2008 - 03.2014
- Assisted clients with daily living activities and personal care tasks.
- Monitored clients' health status and reported changes to healthcare professionals.
- Administered medications prescribed by healthcare providers.
- Documented client progress and care provided in detailed records.
- Facilitated communication between clients, families, and medical staff.
- Coordinated transportation for clients to medical appointments or activities.
Education
Home Health Aide Certificate -
Hillsborough Community College
High School Diploma -
Henry Ford High School
Skills
- Customer Retention
- Customer Account Management
- Customer Relationship Management
- Salesforce CRM
- Customer Support
- Revenue growth
- Problem Resolution
- Logistical coordination
- Scheduling
- Data entry
- Technical support
- Policy compliance
- Cross-functional teamwork
- Communication and Active Listening
Timeline
Retention Specialist
Think Direct Marketing
04.2016 - 10.2019
Customer Retention Agent
DMS
01.2016 - Current
Research Interviewer
Nielsen
12.2014 - 12.2015
Home Health Aide
Dixon Home Health
03.2008 - 03.2014
Home Health Aide Certificate -
Hillsborough Community College
High School Diploma -
Henry Ford High School