Summary
Overview
Work History
Education
Skills
Recent Accomplishments - Customer Experience And Productivity
Specialized Training - Training
Professional
References
Timeline
Generic

John Pini, Jr

Middle River,MD

Summary

Thorough Customer Retention Specialist with 8+ years of experience working in a Global Media and Technology industry. Committed to providing superb customer service efficiently and courteously. Proficient in processing new accounts and explaining new services and products to interested customers. Skilled at working with stakeholders to answer concerns and develop successful resolutions. Excellent skills in solving problems and building rapport. Successful in identifying customer needs and utilizing inbound and outbound retention strategies. Professional telephone demeanor with sound knowledge of sales retention. Uses problem resolution and de-escalation techniques effectively.

Overview

14
14
years of professional experience

Work History

Retention Specialist

Comcast
05.2015 - 10.2023
  • Built constructive customer relationships to improve loyalty and recommendations.
  • Utilized advanced skills in solving problems and making accurate decisions to implement strategies that brought about immediate results.
  • Identified changing customer needs and adapted service strategies to meet them.
  • Evaluated current customer retention strategies and recommended improvements.
  • Utilized knowledge of customer experience to create specialized plans for customer retention.
  • Supported agents in improving service standards for optimized customer satisfaction.
  • Reported issues and recognized development areas to eliminate repeat occurrences.
  • Reviewed successes and failures to learn from previous mistakes.
  • Trained escalation specialist responsible for handing the escalation of customer issues via telephone and/or email, including those customers who have filed complaints or taken other external actions to resolve their concerns.

Customer Service Representative/Transition Coach

Verizon Wireless
01.2010 - 05.2015
  • Trained and qualified to handle outside call volume utilizing Access Computer Systems
  • Obtain and evaluate all relevant information in order to properly manage the call
  • Perform customer verifications
  • Process all change of address and/or telephone number requests
  • Direct new line of service requests to telesales and unresolved issues to the designated resource
  • Record details of inquiries, and comments, as well as actions taken
  • Communicate and coordinate with internal departments
  • Provide thorough knowledge of all wireless products and services
  • Process all customer orders utilizing Access Computerized Systems
  • Upsell products and services
  • Identify, research, and follow-up on customer inquires not immediately resolved
  • Research billing issues, and misapplied payments
  • Recommend process improvements
  • Handled all calls consistent with the established procedures and standards of service policy.
  • Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
  • Handled customer inquiries and suggestions courteously and professionally.

Education

No Degree - Mass Communications

Community College of Baltimore County
Essex, Maryland
01.2015

Certification Diploma - Multi-Certification Program (A+/Net+/CCNA/MCP/SEC+)

Georgetown University
Clarendon, Virginia
01.2007

H.S. Diploma -

Randallstown High School
Randallstown, Maryland
01.1995

Skills

  • Performance Evaluation
  • Cross-Functional Communication
  • Documentation Skills
  • Persuasion Techniques
  • Customer Relations
  • Adaptability and Flexibility
  • Stress Management
  • Training and Development
  • Active Listening
  • Retention Marketing
  • Organizational Skills
  • Effective Communication
  • Customer Service Orientation
  • Customer Retention Strategies
  • Relationship Building
  • Multitasking Abilities
  • Product Knowledge
  • Upselling and Cross-selling
  • Attention to Detail
  • Decision Making
  • Interpersonal Skills
  • Empathy and Understanding
  • Problem Solving
  • Microsoft Office
  • Remote Conferencing and Communication

Recent Accomplishments - Customer Experience And Productivity

Leading for both representative performance and representative resolve for the month of March. Met goal for Adjusted Calls Per Day (ACPD), with the lowest ratings for call work and hold time metrics on the team assigned. Successfully transitioned within an 8 week duration. Maintained a minimum tech transfer rate of 4.58 percent for 1st quarter by utilizing all resources and Tier 1 tools effectively.

Specialized Training - Training

Emerging Talent, Verizon Wireless, Hanover, Maryland 2012 - 2012. Trained to pinpoint external change, position and reposition business, to set the right goals, execute laser sharp priorities, manage the social system, assess and develop people, mold a team, manage external stakeholders, and to deliver high value to the organization. Possess leadership capability and potential required to move up 2 band levels.

Professional

Opportunity in an aggressive, people-oriented organization where experience in customer service, and retail sales will contribute to business growth and success., Customer Service professional, skilled in problem solving and responsive to needs of clients, coworkers and management. Poised, resourceful and adaptable to any office environment. Organizational ability to handle multiple priorities and meet deadline schedules. Detail oriented, with sharp awareness of omissions/inaccuracies, and prompt to take corrective action. Self-starter and quick-study, eager to assume increasing levels of responsibility.

References

Available upon request

Timeline

Retention Specialist

Comcast
05.2015 - 10.2023

Customer Service Representative/Transition Coach

Verizon Wireless
01.2010 - 05.2015

No Degree - Mass Communications

Community College of Baltimore County

Certification Diploma - Multi-Certification Program (A+/Net+/CCNA/MCP/SEC+)

Georgetown University

H.S. Diploma -

Randallstown High School

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John Pini, Jr