Customer Retention Resume Sample
Camron Beier
66120 Lueilwitz Spur,
Los Angeles,
CA
+1 (555) 192 5868
Work Experience
Small Group Customer Retention Executive
01/2016
-
PRESENT
Philadelphia, PA
- Processes orders, prepares correspondence, and fulfills needs of existing customers that are at risk of cancelling services or orders
- Addresses complaints with the goal of increasing satisfaction and securing customer saves
- Provide customer-focused solutions using clear and descriptive methods
- Meet all given goals and objectives for customer save rate, stick rate and other related metrics
- Offers discounts or special deals as needed and within pre-established limits
- Work closely with multiple departments to resolve customer issues
- Identify reason(s) for customer dissatisfaction and/0r discontinuance requests in a timely manner and assist Vonage in meeting companywide initiatives in retaining customers
Customer Retention
04/2009
-
11/2015
Boston, MA
- Leads improvements to the IKEA store layout, shopping tools and customer guidance communication
- Secures the active promotion of family-friendliness in order to make the IKEA store an exciting and fun destination
- Supports & implements IKEA social and environmental events
- Oversees Family Friendly on a strategic, tactical and implementation level
- Develops and ensures Smaland compliance routines and operational implementation
- Secures optimal staffing through flexing co-workers
- Ensures implementation of working routines, competence development and follow-up of Commercial Review and Compliance (ASR) related to the role and functions
- Monitors performance against agreed goals, adapting and taking action when required
Intern, Customer Retention
09/2004
-
12/2008
Los Angeles, CA
- Communicate customer feedback findings to management
- Consult with and research customer concerns; explain billing charges and credits
- Provide operational and systems suggestions to management
- Move up to 10 pounds occasionally, by lifting, carrying, pushing, pulling, or otherwise repositioning objects
- Sitting for long periods of time while using office equipment such as computers, phones and etc
- Fingering and Repetitive motions; such as movement of wrists, hands and fingers while picking, pinching and typing during your normal working environment
- Express or exchange ideas with others through the use of spoken word, quickly, accurately, and at an easily audible volume, and receive detailed information through oral communication at usual speaking levels without correction, and/or make fine discriminations in the nature of sounds in the environment
Education
Clark University
1998 - 2003
Bachelor's Degree in Management
Professional Skills
- Demonstrate excellent attention to detail and an ability to prioritize in a highly fluid, fast-paced environment
- Good computer skills including emailing and Internet usage
- Experience in financial services and/or direct marketing experience
- Good analytical skills with the ability to make sound decisions. Able to recognize trends as they develop
- Good analytical skills with the ability to make sound decisions. Able to recognize trends as they develop.
- Ensuring that all initiatives are communicated effectively, and widely adopted across the dealerships
- Working with the groups Aftersales Development Leaders, and Franchise Directors to ensure all initiatives are delivered effectively
How to write Customer Retention Resume
Customer Retention role is responsible for training, word, analytical, interpersonal, research, lotus, customer, microsoft, negotiation, sap.
To write great resume for customer retention job, your resume must include:
- Your contact information
- Work experience
- Education
- Skill listing
Contact Information For Customer Retention Resume
The section contact information is important in your customer retention resume. The recruiter has to be able to contact you ASAP if they like to offer you the job. This is why you need to provide your:
- First and last name
- Telephone number
Work Experience in Your Customer Retention Resume
The section work experience is an essential part of your customer retention resume. It’s the one thing the recruiter really cares about and pays the most attention to.
This section, however, is not just a list of your previous customer retention responsibilities. It's meant to present you as a wholesome candidate by showcasing your relevant accomplishments and should be tailored specifically to the particular customer retention position you're applying to.
The work experience section should be the detailed summary of your latest 3 or 4 positions.
Representative Customer Retention resume experience can include:
- Proven ability to organize and prioritize tasks while being process oriented.
- Communicate effectively by e-mail, letter, phone, and social networking sites
- Customer service experience and/or training required, or an equivalent combination of education and experience/li>
- Develop/coach reps to ensure that all departmental goals are met efficiently and effectively
- Understand and effectively communicate business concepts
- Collaborate effectively with various teams to deliver solutions
Education on a Customer Retention Resume
Make sure to make education a priority on your customer retention resume. If you’ve been working for a few years and have a few solid positions to show, put your education after your customer retention experience. For example, if you have a Ph.D in Neuroscience and a Master's in the same sphere, just list your Ph.D. Besides the doctorate, Master’s degrees go next, followed by Bachelor’s and finally, Associate’s degree.
Additional details to include:
- School you graduated from
- Major/ minor
- Year of graduation
- Location of school
These are the four additional pieces of information you should mention when listing your education on your resume.
Professional Skills in Customer Retention Resume
When listing skills on your customer retention resume, remember always to be honest about your level of ability. Include the Skills section after experience.
Present the most important skills in your resume, there's a list of typical customer retention skills:
- Communicate effectively (oral and written) with strong interpersonal skills
- Proven ability to influence different internal LoB stakeholders using strong relationship and communication skills.
- Strong organizational skills and the ability to delegate successfully
- Proven management skills to organize and coach a team
- Employ strong negotiation and mediation skills to arrange settlement contracts
- Research and analytical skills for collecting and evaluating information and data
List of Typical Experience For a Customer Retention Resume
1
Experience For Small Group Customer Retention Executive Resume
- Conveys strong problem solving skills and a strong understanding of excellent customer service
- Agile, Fast paced Individual who has the ability to effectively motivate others
- Computer skills and familiarity with PowerPoint, Excel and Word
- Experience with Customer Retention and/or Sales via phone and chat
- Experience in Customer Service field
- Experience in quota carrying role
- Conveys a passion for home furnishings, ability to handle customer inquiries, attention to detail, and the ability to prioritize and organize work
- Define the value exchange in the engagement through a variety of methods including segmentation, data scoring models, data capture strategies
- Ensure TWDC is at the cutting edge and innovative embracing new retention mechanics and initiatives to drive customer loyalty and satisfaction
2
Experience For Customer Retention Executive Resume
- Negotiate and develop renewal agreements based upon rate calculations by leveraging consumer price index while staying revenue recognition compliant.
- Support the team in the development of a portfolio of innovation opportunities that aid in driving segment retention
- Review and audit marketing materials
- Maintains an acceptable customer retention percent rate while following policy and procedural guidelines
- Manage a rolling quarterly portfolio of approximately 25-35 renewals.
- Possesses a passion for working with children and parents
- Work closely with Marketing Managers and legal team to ensure delivery of branded, compliant communications
- To execute up-sell and cross-sell Marketing activities to increase customer lifetime value, and deepen their relationship with Pearson
- Recognizes co-worker contribution and ensures co-workers are recognized for exemplary service to customers (HUTI, etc.)
3
Experience For Customer Retention Agent Resume
- Create and lead the approach to loyalty, recognition and engagement leading the customer journey (post acquisition) deepening relationships, building engagement and encouraging advocacy
- Identify and value customer and market opportunities to help develop and inform commercial and innovation choices for the segment
- Manage call center representatives and call performance
- Set team performance goals/metrics to achieve optimal production
- Responsible for meeting team KPI’s: Contacts per Hour, Resolved Customer Complaints, Successful Overrides on Rejected accounts, RFT targets, Conversion targets, Quality Metrics, and other established metrics provided by LOB Manager
- Results driven – Ability to discern what the “right work” is and get it done
- Understand sales numbers and manage to daily metrics
- Quickly resolve customer concerns
- Drive opportunity development (including growth and qualification of pipeline in conjunction with assigned Customer Engagement Managers & Account Executives) and accurate forecasting of the renewal and growth opportunities
4
Experience For Customer Retention Account Resume
- Manage team’s Kronos to ensure 0% discrepancy rate
- Diffuse irate customer calls as applicable
- Maintain up-to-date employee files and documentation
- Use segmentation and behavioral data to personalize and optimize each customer’s contact strategy, including building a customer communication center where users can control the products they monitor and the communications they receive from StockX
- Strong strategic mindset and the ability to turn first-class strategy into first-class implementation
- Show clear ownership of and accountability for projects from start to finish
- Balance consistency and process with adaptability and flexibility to meet the needs of customers and the business (While the organization is established, there is still a strong entrepreneurial/start-up mentality and operation style.)
- Represent Spectrum in a highly professional and ethical manner, and foster our Company’s reputation and image
- Facilitate monthly branch retention meetings
5
Experience For Customer Retention Rep Resume
- Build and protect consistency in our branch and service offerings
- Measure and analyze customer revenue trends and proactively communicate these
- Grow revenue across multiple product and geographies
- Establish team expectations and institute accountability performance
- Ensure account managers have a business plan for their accounts that includes global revenue growth, value add programs, and process improvements for both the customer and expeditors.
- Encourage participation with account managers holding regular strategy sessions and stakeholders for thier accounts
- Develop and protect efficient content driven business reviews
- Ensure consistent and accurate use of CRM and Business Intelligence Reports
- Evaluate and ensure account managers are utilizng efficiency tools to manage their customers
6
Experience For Customer Retention Supervisor Resume
- Evaluate and ensure account managers are maximiing their time to eliminate tactical responsibilities freeing up time to increase global revenue of their account
- Ensure the correct amount of time is spent on offering to the correct customers based of CRDMs knowledge and segmentation of customer base
- Manage and share through monthly CRD meetings the district excellence and customer loyalty measurements
- Measure and analyze customer revenue and customer satisfaction
- Measure and share program revenue growth, understand variances and "at risk" customers
- University or equivalent business qualifications
- Proficient knowledge of MS Office and CRM software
- Prepare proposalls by verifying previous contract terms and conditions. Negotiate and develop renewal agreements based upon rate calculations by leveraging consumer price index while staying revenue recognition compliant
- Ensure customers order on or before the expiry date
7
Experience For Director, Global Customer Retention Resume
- Achieve personal monthly and quarterly bookings targets
- Collaborate with fellow team members to help achieve team number
- Provide prompt customer service to all direct customers and resellers
- Cross-sell/upsell to current accounts to meet/exceed quota
- Manage a large customer base on a quarterly basis
8
Experience For Customer Retention Associate Resume
- Work through a list of unallocated accounts daily
- Understand the workings of SolarWinds as a business and where to seek help when needed
- Engage with management in a timely fashion on escalations
- Review and create campaign performance reports
- Test emails, monitor calls and perform special projects
9
Experience For Customer Retention Management Consultant Resume
- Responds to escalated customer service issues and cancellation requests received via phone or written correspondence (e.g., fax, e-mail, letter)
- Addresses customer requests to cancel service and seeks to resolve customer dissatisfaction
- Investigates, researches, and adapts solutions where possible to meet the customer’s needs and retain the customer
- Communicates and reinforces the value and benefits of products and services to customers
- Analyzes customer product and/or service plans to determine potential price concessions
- Tracks customer feedback and provides to management
- Work through multiple software systems. (ICP/ISP/ByD)
- Manage customer inquiries and special requests
10
Experience For Customer Retention Marketing Executive Resume
- Exceptional interpersonal skills, “can-do” attitude with tenacity to find out information as well as tactful approach. Proactive, self-starter willing to do what is needed to complete a task and able to work highly independently without requiring follow-up
- Interpret a variety of instructions provided either in writing, orally, or in scheduled form
- Assist product managers in developing retention and development programs for their department
- Professional phone etiquette and business communication
- Solve practical problems and deal with a variety of variables in situations with inconsistent information
- Understand "at risk" customers
- Build a business plan which protects the district P&L and manage all elements of corporate initiatives
- Oversee corrective action plan utilization and quality
List of Typical Skills For a Customer Retention Resume
1
Skills For Small Group Customer Retention Executive Resume
- Attention to detail Analytical skills Organizational and time management skills
- Proven work experience in business development
- Commercial negotiation experience with a proven record to meet or exceed renewal revenue goals.
- Marketing automation and lifecycle marketing experience desired
- Following up on assigned customer software renewal quotes and/or generate custom quotes to close prior to expiration
- Experience with selecting and developing customer relationship management tools
- Experience of working at campaign executive level, ideally in at least one role focused on retention and loyalty
- Experience of working at campaign executive level (or above), ideally in at least one role focused on retention and loyalty
2
Skills For Customer Retention Executive Resume
- Experience working within a call center sales environment
- Demonstrate ability to work in a fast paced, ever changing environment
- Eight years of experience working in a customer retention and maximization role within an e-commerce context
- Experience using in-app contact tools to maximum effect
- Experience interviewing candidates with a keen eye for talent and culture fit
- Ensure incremental improvements are made on building stronger customer relationships
- Sales or Customer Retention experience required
- Excellent grammar (Verbal and Written)
3
Skills For Customer Retention Agent Resume
- HS diploma, GED, or relevant work experience
- Operate independently and in a matrixed team environment and take initiative and follow through on projects to achieve organizational goals
- Personnel management experience
- Experience in a supervisor level role within a call center
- Sales or Renewals experience
4
Skills For Customer Retention Account Resume
- Experience with the renewal business and/ or with Installed base churn activities is nice to have for this opportunity
- Coordinates work efforts with field sales management and inside sales teams to increase the effectiveness of sales retention program.
- Experience in a management role
- Influence key internal stakeholders and promote a test, measure and learn culture using solid data management and customer communications
- Experience in quota carrying role
- Promote and develop a strong customer relationship through conflict resolution
- Provide effective resolutions within tight deadlines
- Experience in technical sales
5
Skills For Customer Retention Rep Resume
- Experience in sales
- Working with the marketing team to create value adding campaigns, and reviewing the campaigns success
- Working with key parts suppliers to ensure that the initiatives in place deliver against the companies key objectives
- Managing group aftersales projects as required
- Working and managing through different internal and external software systems on a daily basis. (i.e. SAP CRM, MS Office, Smartsheet, etc.)
- Bring customers through a sales cycle and stage each deal accurately in Salesforce (the CRM system used)
- Services existing accounts on a temporary basis, providing outstanding customer service
6
Skills For Customer Retention Supervisor Resume
- To work with the Marketing Performance team to implement lifecycle comms and triggered campaigns, using best practice and defined processes
- Familiar with marketing communications strategy and processes, including online media, application development and web site development
- Asks key probing questions to gain an understanding of the customer's needs
- Work with agencies and training department to produce branded training information about new system features, processes or best practice
- Expertise in analyzing and reporting complex retention and activity metrics
- Love of instructing and teaching team members
- Deal with objections and challenges that are delaying or preventing an on-time renewal
7
Skills For Director, Global Customer Retention Resume
- Project manage campaigns and facilitate execution from inception to completion by ensuring deliverables are being met
- Maintains general knowledge and awareness of marketing campaigns and offers for use in retaining customers (e.g., product conversion)
- Responsible for acquiring and managing guest information within CRM database
- To implement lead management and lead nurturing tactics to convert them into qualified leads and purchasers of additional products
- Follow and adapt to changing processes
- Participate well in a team environment as well as work independently. Participative by nature, offering creative ideas for process improvement
- Makes phone sales calls to targeted customers, including customers with missed call cycles or without an assigned sales representative
- Listens to the customer, assessing their concerns, requirements and product needs in an empathetic manner
- Processes quotes/orders, coordinating with customer service to ensure the sale and delivery commitments to at-risk customers are met.
8
Skills For Customer Retention Associate Resume
- Tracks communications with customers, documenting key Customer Relationship Management (CRM) and follow up information in the retention database.
- Work with NSC and NFSC colleagues to develop and implement regular loyalty and tactical campaigns, including analysis of campaign performance
- Work with agencies to develop eMaster marketing assets
- Act as the voice of the customer with category and cross-functional teams, ensuring customer insights are at the forefront
- Economically assess long-term value creation and eliminate waste in marketing and investment choices for the segment and its initiatives
9
Skills For Customer Retention Management Consultant Resume
- Build and apply incentive contests for additional motivation and team building
- Provide agent support via handling escalated calls, as needed
- Ensure high level customer service is being practiced by all subordinate staff
- Three years as the departmental head responsible for leading an entire retention division
- Build a District Retention Program that includes coverage for all existing customers in our District
- Assist Product managers in developing product level retention programs
10
Skills For Customer Retention Marketing Executive Resume
- Ensure and develop account managers business acumen through training
- Manage a rolling quarterly portfolio of approximately 10-20 renewals
- Accountability for the group wide vehicle health check program
- Accountability for the group wide service plan program
- Paid Vacation, Holiday, Sick Time
- Health Plan: Medical, Prescription Drug, Dental and Vision
- 401(k) Retirement Savings Plan (US only)
List of Typical Responsibilities For a Customer Retention Resume
1
Responsibilities For Small Group Customer Retention Executive Resume
- Understand the local market through customer visits and feedback
- Hold frequent customer events and seminars
- Meet and exceed renewal revenue and any other identified profitability goals for assigned account portfolio.
- Negotiate GTCs where applicable.
- Drive opportunity development (including growth and qualification of pipeline in conjunction with assigned CEE and Account Executives) and accurate forecasting of the renewal and growth opportunities.
2
Responsibilities For Customer Retention Executive Resume
- Deal management and commercial negotiation of the entire opportunity (from open to close) for renewals.
- Maintain a close working relationship with different LoB stakeholders which include but not limited to Customer Engagement Executives, Account Executives, Finance, Legal, and Operations.
- Prepare proposals by verifying previous contract terms and conditions
- Verbal and Written Communication in German
- Exhibits computer literacy and interest in new applications and tools
3
Responsibilities For Customer Retention Agent Resume
- Develops a team within the retail environment
- Knowledge of customer retention fundamentals
- Languages: English, Spanish, and Portuguese are required
- Work with customers in professional manner and to handle objections
- Work with CRM systems
- Maintain customer orientation, deliver exceptional customer service, and multi-task in a fast paced environment
- Resourceful and a creative problem solver. Results oriented
4
Responsibilities For Customer Retention Account Resume
- Good communication skills, particularly the ability to communicate over the phone effectively and in a professional manner with customers and sales representatives
- Attendance and punctuality are important for performance
- Sales experience is desirable, including a broad knowledge of MRO industry policies and products, as well as standard concepts, practices, and procedures within the MRO industry
- Maintain customer orientation, deliver exceptional customer service, and multi-task in a fast paced environment.
- Resourceful and a creative problem solver. Results oriented.
5
Responsibilities For Customer Retention Rep Resume
- Good communication skills, particularly the ability to communicate over the phone effectively and in a professional manner with customers and sales representatives.
- Participate well in a team environment as well as work independently. Participative by nature, offering creative ideas for process improvement.
- Attendance and punctuality are important for performance.
- Produce and distribute regular branded retailer/regional communications
- Work with Retention Manager and sales teams to provide retailer systems and best practice training and support. Travel to retailer venues and sales meetings required (circa 3 per month)
6
Responsibilities For Customer Retention Supervisor Resume
- Manage retention appeals process to ensure figures are updated accurately and in a time manner
- Test and feedback on Retention tool updates (App, eMaster, Combobulator)
- Ensure changes in Retailer ownership are correctly reflected in Retention tools
- Provide a point of contact for colleagues across the NSC, NFSC and retailer network on Retention related enquiries
- Generate new ideas to improve UK retention performance
- Lead the development and execution of customer retention programs globally
- Align with and work cross-functionally with key teams like Product Management, Inside Sales, and Customer Support to ultimately develop and drive execution for the Consumer/SMB marketing plans
- Help identify and drive the development of supplemental creative concepts needed to effectively communicate the value proposition and product benefits to customers
7
Responsibilities For Director, Global Customer Retention Resume
- Analyze, track and regularly communicate KPI results to senior management and Marketing team
- Oversee optimization of subscription flows, as well as implementation of best practices
- Turn qualitative and quantitative CSAT inputs into actionable plans to ultimately drive improvements for Malwarebytes customers
- Build a business case and convey the value of athena and it’s network and products
- Supports and oversees "at risk" relationships throughout the sales cycle
8
Responsibilities For Customer Retention Associate Resume
- Makes sales to the customer, locating customer's purchasing agent(s) to encourage reorder of product. Works to upsell where possible by offering related and new products to increase sale revenue
- Educates customer by discussing the features and benefits of Lawson's products and services, discussing credit terms, quoting prices, or preparing sales order forms and reports. Provides marketing collateral as appropriate
- Written and verbal communication skills, including influencing and persuading
- Services existing accounts on a temporary basis, providing outstanding customer service.
- Asks key probing questions to gain an understanding of the customer's needs.
9
Responsibilities For Customer Retention Management Consultant Resume
- Makes phone sales calls to targeted customers, including customers with missed call cycles or without an assigned sales representative.
- Listens to the customer, assessing their concerns, requirements and product needs in an empathetic manner.
- Knowledge of and ability to apply contractual terms and concepts
- Supports and oversees "at risk" relationships throughout the sales cycle.
- Makes sales to the customer, locating customer's purchasing agent(s) to encourage reorder of product. Works to upsell where possible by offering related and new products to increase sale revenue.
- Educates customer by discussing the features and benefits of Lawson's products and services, discussing credit terms, quoting prices, or preparing sales order forms and reports. Provides marketing collateral as appropriate.
10
Responsibilities For Customer Retention Marketing Executive Resume
- Good to have supervisory experience
- Establishes and adheres to a consistent call cycle with accounts to maximize efforts.
- Recommends reassignment of accounts to sales representatives or ISR as appropriate.
- Resolves account issues, providing customers with the appropriate options and solutions to maintain a good relationship with the customers. Refers customer issues to the appropriate cross-functional departments.
- Creates and communicates technical/process solutions to customers based on product and industry knowledge.
- Works in conjunction with Coordinator to create reports on a weekly/monthly basis to monitor their portfolio of ‘at-risk’ customers.
- Pay is $12.50/hr base + uncapped commission and bonuses! (Average of $17 an hour)
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