VIKRAM THAKUR
Reseda,CA
Summary
Results-driven Retention Specialist known for high productivity and efficient task completion. Skilled in customer relationship management, conflict resolution, and data analysis to understand client needs and reduce churn rates effectively. Excel in communication, empathy, and problem-solving to enhance customer retention strategies.
Seasoned Retention Specialist with background in enhancing customer satisfaction and loyalty. Possess strong knowledge of customer relationship management, proven ability to build rapport and resolve complex issues effectively. Skilled at developing strategies for customer retention, contributing to team success, and consistently surpassing performance goals. Significant impact observed in previous roles through increased client retention rates and improved customer experience standards.
Overview
17
17
years of professional experience
Work History
Retention Specialist
Covered Insurance
Westlake, California
10.2024 - Current
- Analyzed customer feedback to identify retention opportunities and improve service.
- Collaborated with cross-functional teams to enhance customer experience and satisfaction.
- Implemented data tracking systems to monitor customer interactions and behaviors.
- Created detailed reports on retention trends to inform strategic decision-making.
- Assisted customers with complaints, inquiries, and billing issues while maintaining a high level of customer satisfaction.
- Explained new products and services to customers.
- Analyzed customer feedback and developed new techniques to ensure customer retention.
- Provided detailed reports on customer feedback and retention metrics for management review.
- Use Excel, Google, Salesforce and Hubspot effectively to help communicate with customers and agents.
- Compiled all calls and interactions into computer data system.
- Conducted retention-focused outreach to clients through various communication channels.
- Educated clients on policy benefits to enhance understanding and satisfaction.
- Performed regular follow-up calls with customers to ensure their satisfaction with products and services.
- Resolved customer service or billing issues by exchanging merchandise, refunding money, or adjusting bills.
Sales Support Associate
Blend Insurance Agency
Westlake, California
08.2021 - 10.2024
- Supported sales team by preparing and organizing customer documentation.
- Coordinated communication between clients and sales representatives effectively.
- De-escalated irate customers with communication skills and sales expertise.
- Followed-up with sales teams and customers with complex issues to coordinate resolutions.
- Maintained accurate records of customer interactions and transactions.
- Met performance standards consistently for answer rate, handle time, and service quality.
- Assisted agents with policy documentation and client inquiries.
- Coordinated communication between clients and insurance providers.
Associate Lead Manager
PetSmart
Santa Clarita, CA
09.2018 - 03.2021
- Managing associates with keys of operation and working with management team to help operate and maintain store conditions.
- Managing paperwork to help store function and stay up to date on new products and stocking.
- Coaching associates and building a development plan.
- Displaying advertising and pricing signs, providing exceptional customer service.
- Unpacking and breaking down merchandise cartons and pallets.
- Setting up new planners and selves for store functions.
- Mentored and guided employees to foster proper completion of assigned duties.
- Built strong relationships with customers through positive attitude and attentive response.
Grooming Manager
PetSmart
Van Nuys, CA
10.2015 - 09.2018
- Managing salon and building the business up to standard.
- Keeping salon operational ordering supplies and making sure equipment is in working standard.
- Creating schedule to help suit the business and its goals in making sales, assisting store leader on conference calls and helping train new associates.
- Working with district leader to help find solutions to helping the business grow.
- Contacting customer to help resolve any issues.
- Contributed to client retention by consistently providing outstanding customer service to both clients and pets.
- Carefully clipped nails and trimmed hair around pads and paws, using gentle approach for anxious pets.
- Provided top-notch customer service to every customer and exceptional care to all animals.
Groomer/Bather
PetSmart
Canoga Park, CA
09.2009 - 09.2018
- Bathing and performing breed cuts on dogs.
- Performing cuts to customers standards.
- Received a certification for grooming.
- Speak authentically about products and services offered.
- Maintain a clean work area.
- Alerting pet parents of any health issues found on pets.
- Excellent customer service and building a list of customer requests.
Cashier
Petsmart
Canoga Park, CA
09.2008 - 08.2009
- Restocked, arranged and organized merchandise in front lanes to drive product sales.
- Reviewed and resolved differences between accounting information and cash drawer.
- Processed POS transactions, including checks, cash and credit purchases or refunds.
- Checked prices for customers and processed items sold by scanning barcodes.
- Assisted customers with special services, account updates and promotional options.
- Educated customers on promotions to enhance sales.
- Assisted customers by answering questions and fulfilling requests.
- Met and exceeded upsell goals by highlighting target merchandise with strategic promotional approaches.
Education
High school -
Northridge Academy High School
Northridge, CASkills
- Customer service
- Leadership
- Coaching
- Advertising
- Sales
- Scheduling
- Cashiering
- Communication
- Pricing
- Problem solving
- Adaptability
- Active Learner
- Computer Skills
- Flexibility
- Organization
- Problem solving
- Management
- Excellent customer service
- Attention to detail
- Critical Thinking
- Time Management
- Creativity
- Teamwork
- Attention to detail
- Strategic Planning
- Customer retention
- Data analysis
- Salesforce management
- Customer relationship management
- Issue resolution
- Service improvement
- Documentation skills
- Retention marketing
- Upselling and cross selling
- Complex Problem-solving
Timeline
Retention Specialist
Covered Insurance
10.2024 - Current
Sales Support Associate
Blend Insurance Agency
08.2021 - 10.2024
Associate Lead Manager
PetSmart
09.2018 - 03.2021
Grooming Manager
PetSmart
10.2015 - 09.2018
Groomer/Bather
PetSmart
09.2009 - 09.2018
Cashier
Petsmart
09.2008 - 08.2009
High school -
Northridge Academy High School