Virginia Muhammad
Wyoming,Michigan
Summary
A highly empathetic and talented negotiator with a focus on analysis and solutions based problem solving techniques with over twenty years of experience in telecommunications, health, and food industries while successfully meeting and exceeding target metrics and goals. Friendly Customer Retention Specialist succeeds 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
25
25
years of professional experience
Work History
Retention Representative
Charter Communication
08.2006 - Current
- Respond to inbound retention and sales calls for video, internet, phone and mobile services promptly and proficiently
- Provide high level customer service in a professional manner
- Successfully at retaining products and services for existing customers
- Respond to questions pertaining to billing disputes and service complaints and escalation calls
- Process order for new service and reschedules
- Process credit card payments
- Track and report results of retention efforts
- Perform other duties as requested by supervisor.
Customer Care Representative
DTE Energy (Bartech-Contract)
09.2004 - 03.2006
- Processed the installation and disconnection of energy services
- Performed collection tasks
- Resolved high priority billing inquiries.
Customer Insurance Agent
Foremost Insurance Company
04.2004 - 09.2004
- Reviewed and research issues obtaining necessary information from policies, procedures, or practices
- Responded to policy holders via telephone and correspondence
- Handled mono-line/or multi-line referrals
- Answered questions providing explanations of account status, policy changes, policy values, and premium billing information
- Processed changes or corrections and advise customers on policies
- Participated in training programs
- Analyzed correspondence and policy records to determine action.
Consumer Specialist
Kellogg Company (Affina-Contract)
10.2000 - 03.2004
- Successfully resolved non-routine, high priority complaints and inquiries
- Made appropriate data entries in consumer response database for detail tracking and reporting
- Recognized and processed liability claims, food safety issues, legal concerns and understand appropriate procedures.
Communications Coordinator
Visiting Nurse & Hospice (Onstaff-Contract)
07.1999 - 07.2000
- Handled incoming calls for the staff and administrators
- Assisted the nursing director with documentations, charts, business and officers’ letters
- Assisted in creating and implementing the procedure manuals
- Conducted in-service training on the database and Windows applications
- Organized the filing system for patient charts.
Education
Bachelor of Science - Telecommunication Management
Western Michigan University
Kalamazoo, MIMBA - E-Commerce
University of Phoenix
Kalamazoo, MISkills
- Customer Satisfaction
- Customer Engagement
- Customer Support
- Call center experience
- Retention Strategies
- Cross-selling techniques
- Customer Retention Metrics
- Customer Win-back
- Customer service experience
- Understanding of sales retention
- Computer Skills
- Problem Resolution
- Data Entry
Timeline
Retention Representative
Charter Communication
08.2006 - Current
Customer Care Representative
DTE Energy (Bartech-Contract)
09.2004 - 03.2006
Customer Insurance Agent
Foremost Insurance Company
04.2004 - 09.2004
Consumer Specialist
Kellogg Company (Affina-Contract)
10.2000 - 03.2004
Communications Coordinator
Visiting Nurse & Hospice (Onstaff-Contract)
07.1999 - 07.2000
Bachelor of Science - Telecommunication Management
Western Michigan University
MBA - E-Commerce
University of Phoenix