Shannon White
PHILADELPHIA
Summary
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
16
16
years of professional experience
Work History
Customer Retention Specialist
Physician Recommended Nutriceuticals
08.2015 - Current
- Enhanced customer satisfaction by addressing and resolving complex issues promptly.
- Provided exceptional support for new customers, ensuring seamless onboarding experiences.
- Established strong relationships with key accounts, fostering loyalty and long-term client retention.
- Contributed to company growth by upselling additional products and services during support interactions.
- Assisted in the development of an innovative loyalty program, increasing customer lifetime value significantly.
- Coordinated with sales teams to develop targeted promotions aimed at retaining high-value customers effectively.
- Played a pivotal role in achieving record-breaking customer retention rates year-over-year within the organization.
- Leveraged data-driven insights to fine-tune retention strategies, leading to increased success rates over time.
- Organized regular focus groups with customers, gathering valuable feedback that directly impacted product improvements and feature enhancements.
- Developed new strategies for customer retention activities.
- Spearheaded a peer recognition program within the department that incentivized excellent performance, fostering a culture of teamwork and collaboration.
- Adhered to appropriate legal scripting when required.
- Met customer call guidelines for service levels, handle time and productivity.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Investigated and resolved customer inquiries and complaints quickly.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Educated customers about billing, payment processing and support policies and procedures.
- Promptly responded to inquiries and requests from prospective customers.
- Cross-trained and provided backup support for organizational leadership.
- Bolstered customer retention by creating and offering unique discount options and inspiring interest in new product lines.
- Investigated and resolved accounting, service and delivery concerns.
- Exhibited high energy and professionalism when dealing with clients and staff.
Front Desk Associate
Midas Muffler
07.2008 - 08.2015
- Enhanced guest satisfaction by promptly addressing inquiries and providing accurate information.
- Streamlined check-in and check-out processes for improved efficiency and reduced wait times.
- Resolved guest issues effectively, ensuring a positive customer experience.
- Collaborated with housekeeping staff to ensure seamless room transitions and availability.
- Managed multiple phone lines, proficiently handling reservations, cancellations, and modifications.
- Processed payments accurately while adhering to company policies and procedures.
- Organized front desk area to maintain a professional and welcoming appearance for guests.
- Handled high-pressure situations calmly, maintaining professionalism at all times.
- Maintained strict guest privacy standards by securely handling sensitive information such as payment details or personal data.
- Developed strong rapport with returning guests through attentive service and personalized interactions.
- Maintained cleanliness and organization of front desk area.
- Greeted guests at front desk and engaged in pleasant conversations while managing check-in process.
- Greeted visitors and customers upon arrival, offered assistance, and answered questions to build rapport and retention.
- Answered multi-line phone system and transferred callers to appropriate department or staff member.
Education
Associate of Science - Nursing
Community College of Philadelphia
Philadelphia, PAHigh School Diploma -
Girls High School
Philadelphia, PA06.2000
Skills
- Understanding of Sales Retention
- Retention Strategies Knowledge
- Customer Service Experience
- Customer Service Background
- Teamwork Abilities
- Outstanding Interpersonal Skills
- Product Knowledge
- Conflict Resolution
- Goal Setting
- Attention to Detail
- Customer Service
- Decision Making
- Telephone Etiquette
- Data Analysis
- Problem Solving
Accomplishments
- Used Microsoft Excel to develop inventory tracking spreadsheets.
- Achieved lowest cancellation rate in the last 4 years through effectively helping with maintaining low numbers of customer cancels.
Timeline
Customer Retention Specialist
Physician Recommended Nutriceuticals
08.2015 - Current
Front Desk Associate
Midas Muffler
07.2008 - 08.2015
Associate of Science - Nursing
Community College of Philadelphia
High School Diploma -
Girls High School
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