Retention Specialist Resume Sample
Zoie Thiel
45292 Larson Springs,
San Francisco,
CA
+1 (555) 421 0374
Work Experience
Retention Specialist
01/2018
-
PRESENT
Chicago, IL
- Participate in computer system validation and regression testing approximately 6 times a year or more if needed
- Generate disposition and circulation reports monthly, report to supervision group for execution and monitor execution progress weekly
- Ensure that documents are added, circulated, archived and disposed in the approved manor and in a timely way, work with Management if timeliness and quality benchmarks are not being achieved and elevate issues to Quality as warranted. Continuous monitoring is required
- System troubleshooting, interaction with IT on accounts and usage as needed
- Records management category changes on issues/ problems/ changes as needed
- Works with members to amicably resolve issues and problems in a way that encourages those members to remain loyal to WellCare
- Works with providers to correct billing and claims issues and educates providers about how to eliminate those problems going forward
Customer Retention Specialist
12/2015
-
12/2017
Houston, TX
- Analyzes reports such as claims denial and front-end reject reason codes to determine appropriateness and areas of intervention
- Determines specifications for ad-hoc reports needed for key abrasion/retention efforts and summarizes accordingly
- Analyzes daily call contact reports to determine accuracy, follow-up, timeframes and possible disenrollment threats
- Contacts members at risk for disenrollment based on report analysis and act as an elevated resolution team
- Identifies additional areas of clarification needed for members and providers based on call contact reports and claims reporting
- Monitors, analyzes and reports information from outsource vendors for disenrollment survey information
- Communicates weekly with sales management regarding key areas of member and provider abrasion for tracking and trending
- Analyzes grievance report data to determine trends and training needs and adherence to state reporting guidelines
Document Retention Specialist
09/2012
-
06/2015
Dallas, TX
- Works with sales management on the maintenance of Sharepoint communication documents, banner messages, automatic email updates, and compliance alerts
- Responds to inbound disconnect calls promptly and proficiently
- Provides high level customer service in a courteous manner
- Retains products and services for existing customers
- Answers questions pertaining to billing disputes and service complaints of voluntary disconnects, customers surveyed or otherwise contacted by telemarketing
- Process orders for new service, reschedules, and saved accounts. Process credit card payments. Tracks and reports results of retention efforts
- Use personal computer and software applications (i.e. word processing, spreadsheet, CSG, etc.)
- Wear telephone headset
- Knowledge and ability to use the following office equipment: computer, telephone, copier, fax, calculator, and stapler
Education
California State University, Los Angeles
2006 - 2011
School's Degree in Student Personnel
Professional Skills
- Strong communication skills: speaks clearly, strong vocabulary skills, pleasant delivery, pleasant tone & temperament
- Outstanding customer service skills, including strong verbal communication skills
- Excellent written and verbal communication skills, problem solving and decision- making skills required
- Excellent critical thinking skills, communication, and interpersonal skills
- Excellent organizational and priority setting skills
- Effectively plan. Strong analytical skills
- Excellent oral and written communication skillsDemonstrate math aptitude
How to write Retention Specialist Resume
Retention Specialist role is responsible for customer, software, basic, negotiation, interpersonal, database, credit, computer, confident, payroll.
To write great resume for retention specialist job, your resume must include:
- Your contact information
- Work experience
- Education
- Skill listing
Contact Information For Retention Specialist Resume
The section contact information is important in your retention specialist 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 Retention Specialist Resume
The section work experience is an essential part of your retention specialist 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 retention specialist responsibilities. It's meant to present you as a wholesome candidate by showcasing your relevant accomplishments and should be tailored specifically to the particular retention specialist position you're applying to.
The work experience section should be the detailed summary of your latest 3 or 4 positions.
Representative Retention Specialist resume experience can include:
- Monitors and ensures accuracy of student attendance and progress; Contacts students with missing attendance; Follows-up with Learning Coaches for students with missing attendance; Notifies teachers about attendance issues
- Demonstrate the ability to work in a team environment and autonomously with above average skills in self learning, prioritization, and time management
- Strong typing and computer navigation skills with knowledge of Windows
- Excellent problem-solving and negotiation skills, as well as the ability to handle difficult customer calls
- Excellent time management skills to maximize the number of clients that can be assisted while maintaining a high level of customer service
- Good math and telephone skills
Education on a Retention Specialist Resume
Make sure to make education a priority on your retention specialist resume. If you’ve been working for a few years and have a few solid positions to show, put your education after your retention specialist 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 Retention Specialist Resume
When listing skills on your retention specialist 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 retention specialist skills:
- Managing multiple projects at the same time, excellent time management skills
- Demonstrates influencing and negotiating skills
- Self-motivated individual with ability to work effectively in an unstructured environment with conflicting priorities
- Excellent listening, negotiation and consultative sales skills
- Excellent verbal and written communication skills (including a confident phone manner)
- Demonstrate team building attitude and skills
List of Typical Experience For a Retention Specialist Resume
1
Experience For Customer Retention Specialist Resume
- Strong customer service skills, with ability to express empathy and enthusiasm for a customer-focused experience
- Creatively resolves customer concerns and program dissatisfaction using needs-based selling techniques and demonstrating strong communication skills
- Excellent customer service and sales skills required. Ability to adapt well to change
- Strong interpersonal and telephone etiquette skills, and the ability to build rapport with customers
- Excellent data organization skills. Campaigns need to be clean, tracked relentlessly, and analyzed continuously
2
Experience For Senior Customer Retention Specialist Resume
- Excellent computer and Microsoft office product skills
- Attention to detail and organized with excellent follow up skills
- Sales skills / experience
- Demonstrated computer skills, able to use various software programs for correspondence, reports, statistical compilation and analysis, and database access
- Effective oral and written communication, research, mathematical, and computer skills
- Strong organizational and time-management skills to handle multiple tasks
- Exceptional customer service skills, with the ability to influence, negotiate and remedy customer objections
- Track and report results of retention efforts effectively
- At least 6 months of sales experience or 1 year of customer service experience
3
Experience For Document Retention Specialist Resume
- Communicate effectively and clearly with Sales management
- Effectively maintain a caseload of Project Participants and provide them with services and activities as indicated through assessments
- Prior call center retention department or recovery department experience
- Retirement plan based financial services experience or other customer service experience
- Experience with underprepared or at risk student populations, and effective communication is preferable
- Confident inter-personal and negotiation skills
- Prior contract, sales and negotiation experiences are ideal
4
Experience For Proactive Retention Specialist Resume
- Experience in Sales, Marketing, Customer Service or other Customer-facing roles
- Manage customer complaints, and resolving issues where possible leaving the customer with a positive experience with our brand
- Relevant student services experience, preferably in a higher education setting and involving work across university departments
- Brings an enthusiasm for providing the best customer service experience whether it’s to an internal or external customer
- Licensed Life and Health Insurance Agent (or ability to obtain license) with experience selling insurance over the phone
- Outbound calling experience in B2B environment
- Strong understanding of Medicaid/Medicaid Managed Care, Child Health Plans and all metal levels of the Individual Market is critical
5
Experience For Temporary Agdirect Document Retention Specialist Closing Date Resume
- Promote safety and good housekeeping for employees within the work area
- Demonstrate the value of Constant Contact products by properly aligning their features, benefits, and price with the needs of our customers
- Previous telemarketing, customer service, field sales, insurance or any other relatable sales experience
- Directly related work experience in quality control or performance monitoring
- Demonstrates a high level of expertise in conflict resolution and overcoming objections to ensure continued member loyalty
- Operate the arrival software for tracking inbound packages
6
Experience For Account Retention Specialist Resume
- One year general office experience is desired, preferably working in a Windows-based environment
- Experience with microfilm and microfiches reading & conversion equipment
- Experience within marketing, CRM and retention strategy and initiatives
- Retention / Mortgage / or Banking experience essential
- Previous experience working in a contact centre / phone based environment
- Able to operate in a fast-paced, high-growth work environment and tolerate ambiguity as we continue to grow and develop
- Customer service/retention experience in fast paced environment
7
Experience For Graduate Programs Enrollment & Retention Specialist Resume
- Strong understanding of channel driven companies
- Utilize student feedback systems (End of Course, NPS) to identify actionable improvements related to student engagement and experience
- ~3+ years of experience in renewal support, sales operations, inside sales, or deal desk role
- Conduct technology enhancement workshops with stations and priority dealer partners
- Deliver a positive member experience with every call interaction
- Builds a strong rapport with customers
- Proactively make offers to enhance revenue, retain accounts, and improve the card member experience
- Demonstrate ownership of escalated customer complaints
8
Experience For Collections & Retention Specialist Resume
- Previous escalation and/or account retention experience is required
- Places outbound calls to current clients in order to retain business and provide excellent customer service
- Strong systems and operational knowledge of internal procedures
- Experience OnBase® desired
- Knowledge of classroom presentation experience with fairly large groups of young adults
- Experience in the area of student engagement, retention and/or recruitment
- Demonstrated knowledge of higher education student development theory and practices
- Experience with Salesforce case management systems
9
Experience For Team Member Retention Specialist Resume
- Demonstrated knowledge of Arizona high schools, community college and other education agencies within Arizona
- Customer service, Data Entry and Administrative Experience
- Demonstrated knowledge of Arizona high schools, community colleges and other educational agencies within Arizona
- Experience with Microsoft Office, in particular Excel
- Establish and maintain effective relationships Proficient in use of MS Word, MS Excel and ability to analyze data
10
Experience For Small Business Retention Specialist Resume
- One (1) year of related experience in higher education required
- Experience in traditional and/or digital media sales
- One to two years of experience in a retention role
- Six (6) months of professional work experience OR
- B2B sales or customer service experience is ideal
- Strong judgment and a “bias for action.”
- Previous sales or retention experience is ideal
- Strong attendance and commitment to individual and team objectives
List of Typical Skills For a Retention Specialist Resume
1
Skills For Customer Retention Specialist Resume
- Demonstrated multicultural competence through knowledge, skills, and abilities
- Good organizational and communication skills - both verbal and written
- Excellent oral, written and interpersonal communication skills and the ability to communicate clearly at all levels
- Prioritize task and manage time effectively
- Good organizational and communication skills (Japanese) - both verbal and written
- Excellent oral, written and interpersonal communication skills and the ability to communicate
- Strong written skills and attention to detail
2
Skills For Senior Customer Retention Specialist Resume
- Outstanding written, verbal, and interpersonal communication skills.
- Outstanding verbal, written, and interpersonal skills
- Exceptional customer service skills ensuring work is accurate and to customers’ satisfaction/understanding
- Provide a high level of customer retention effort, while providing exceptional customer service skills during each interaction
- Possess basic troubleshooting skills with Kodak scanners & Sunrise equipment during a malfunction situation
- Experience maintaining strong client relationships
- Excellent telephone manner and experience in making outbound calls to customers
- Extreme attention to detail, impeccable communication skills, and comfort with data driven story telling
3
Skills For Document Retention Specialist Resume
- Actively listen to customers’ needs and address them with outstanding customer service skills
- Proficient computer software/IT skills, specifically in Word
- Experience in a customer-facing service, specifically retention and/or customer experience and satisfaction
- Proven track record of managing Japan as a region. Excellent command over local language
- Advanced skills to work efficiently on MS Office applications – Excel, Power-point, Word
- Prior experience in retention or customer service organization
- One year work experience in related field, or graduate level work experience
- Demonstrated ability to assess student populations in order to develop effective intervention strategies
4
Skills For Proactive Retention Specialist Resume
- Demonstrated experience in outbound contact centre/phone based role
- Proven customer experience focus
- Contacting customers - Demonstrate the most suitable options to the customer, ensuring they understand the options clearly
- Evaluating effectiveness of retention efforts, monitor expenditures and prepare reports
- Demonstrated understanding of math basic including: adding, subtracting, multiplying, dividing, rounding, and using all units of measure
- At least one year of experience working in an academic living learning setting
- Successful track record of meeting and exceeding goals, and balancing multiple high priority initiatives, in challenging environments
5
Skills For Temporary Agdirect Document Retention Specialist Closing Date Resume
- Experience providing academic or admissions advising in a college setting
- Comfortable overcoming objections and obstacles to strike the right balance between uncovering opportunities, while delivering excellent customer service
- Manage tracking of solicitation history and marketing preferences to ensure campaign effectiveness and marketing compliance
- Experience in managed care or health plan focusing on claims processing, reimbursement methodologies and charge systems
- Experience with planning and implementing student activities and programs
- 0-24 months experience working with students in a classroom setting
6
Skills For Account Retention Specialist Resume
- Experience working in a higher education setting with undergraduates in a student success related capacity
- Experience successfully working independently as well as part of a team with a collaborative approach to problem solving
- Experience working in a higher education setting as a success coach, academic advisor, or related position
- Professional development and experience, including opportunities to grow your career, working for one of most ambitious companies in Austin
- Experience working in a contact centre/phone based environment specialising in the retention of customers
- Retail banking knowledge and mortgage lending experience (desired)
7
Skills For Graduate Programs Enrollment & Retention Specialist Resume
- At least two years’ experience in on or more of the following: advising, student recruitment/retention, related student services or admissions
- Experience leveraging financial services industry data and other external data to enhance success of marketing programs
- Communicates regarding their experience using Dexcom CGM
- 1 – 2 years experience with document scanning and indexing required
- Work in a fast paced, ambiguous environment while managing competing priorities
- Experience in developing and sustaining long-term, value-based customer relationships at all levels
- Gains experience with business systems such as SFDC, billing and order entry systems (eg Unison), entitlement systems etc
8
Skills For Collections & Retention Specialist Resume
- Experience in presenting to small and large groups
- Experience in using Microsoft Office applications (i.e., Word, Excel, Publisher and/or Access)
- Maintain and foster good working relationships with students, faculty and education partners
- Experience in using Microsoft applications (i.e. Word, Excel, Publisher and/or Access)
- At least two years of experience working in a higher education environment
- At least three years of experience working in a higher education environment
- At least one year of experience in academic advising and retention
- Experience with working with internal customers
9
Skills For Team Member Retention Specialist Resume
- Demonstrate aptitude and interest in continuous learning
- Experience working with university/college level students
- Student advising or similar experience
- Experience with leading student related projects in a fast paced, post-secondary education environment
- Experience working with an underprepared student population
- A thorough understanding and experience of Customer Relationship Management
- Demonstrated success in proactively maintaining customer relationships
- Experience working with advanced tech focused dealer solutions
10
Skills For Small Business Retention Specialist Resume
- Experience in navigating the complexity of higher education organizations
- Previous banking experience is required
- Maintain strong customer service abilities while working with clients in a courteous manner
- Super analytical. Strong understanding of drivers of Lifetime Value (frequency, average purchase amount, retention rate, cross-category purchase rate)
- Follow best practices and customer experience guidelines during customer interactions
- Focus on understanding the student experience for early courses, and student motivation in that timeframe
- Hold focus groups of students for face-to-face discussions regarding their experience with AIU
List of Typical Responsibilities For a Retention Specialist Resume
1
Responsibilities For Customer Retention Specialist Resume
- Effectively use Client sales productivity software tools (i.e. Prospect and Customer Database, Proposal Program, Pricing Tools, etc.)
- Attention to detail, critical thinking skills, problem solving and ability make executive decisions when it comes to approving credit requests
- Asking card members questions about the credit product they are planning on using instead of ours, while finding the balance of good service
- Experience in claims processing, customer service, reimbursement methodologies and/or member retention is required
- Maintains a daily database of students supported, challenges experienced, and overall outcomes
- Hands on experience with SAS or similar tool and related data bases
- Proven ability to deliver campaigns under aggressive deadlines
- Demonstrates poise with non-verbal and verbal forms of communication with culturally diverse populations
- Strong ability to probe and correctly identify customer needs/concerns
2
Responsibilities For Senior Customer Retention Specialist Resume
- Strong capacity to work in a team environment, focused on a common goal
- Handle multiple responsibilities and balance priorities with internal and external partners
- Represent the company professionally and ensure that customers have an exceptional experience
- Identifies, facilitates and ensures effective communication of all technical inquiries and problem resolution from the customer to internal resources
- Utilizes an approach that allows for a timely and effective response to employee relations queries
- Previous experience in sales, complaints, or contact centre with accountability for targets or KPI’s, and other call centre metrics
- Previous customer retention experience is an advantage
- Demonstrates the ability to build and gain customers trust and where possible exceed their needs
3
Responsibilities For Document Retention Specialist Resume
- Skilled in accurate data entry
- Experience working with diverse prospective and current university students
- Creating and implementing programming aimed at the engagement and retention of Teachers College students, specifically freshmen exploratory
- Retargeting in display advertising, Facebook, etc
- Outstanding ability to build rapport to retain existing customers
- Understanding customers different needs and problem solving efficiently
- Achieving monthly targets & KPI’s
- Documenting each interaction with the customer within SPS Commerce’s designated system
4
Responsibilities For Proactive Retention Specialist Resume
- Serving as advisor for student clubs and organizations that contribute directly to the success of Teachers College students
- Developing programs and related activities that promote academic excellence, civic responsibility, and leadership both within and outside of the classroom
- Developing and maintain knowledge of the company's products and services
- Answering product questions and assisting clients with pre- and post-sale inquiries
- Partner with marketing and call center executives on developing list pulls, building automated reports and analyzing campaign performance
- Shows a commitment to self and others by maintaining disciplined work habits; being on time; low absenteeism, and consistently working their scheduled shifts
- Complete required training to maintain product/business knowledge as well as comply with mandatory training classes (e.g. insider trading, reboot, etc.)
- Responsible for compiling information, reporting and analysis for marketing promotions
5
Responsibilities For Temporary Agdirect Document Retention Specialist Closing Date Resume
- Facilitate various aspects of New Student Orientation, the student mentoring program and the Living Learning Community (LLC)
- Direct marketing / newsletters to existing customers
- EDM operation support- as well as sending the EDM, maintaining communication with US email team
- Update customer account records including documenting the details of the communication with the customers
- Resolve complex customer issues by analyzing the customer problem properly and providing logical solutions
- Connect best practices in teaching and advising throughout early course faculty group
- Assist with performance management of faculty by giving recommendations for resources, areas to watch, and opportunities for mentoring
6
Responsibilities For Account Retention Specialist Resume
- Develop an in-depth understanding of licensing models and recommend solutions per business and platform capabilities vs. contractual obligations
- Maintain consistent presence providing white glove service to field sales team and dealers, and grow revenue by identifying upsell opportunities
- Maintain job related knowledge by openly and actively participating in 1x1 coaching sessions with direct supervisor
- Reads, interprets and applies the Marketplace Facilitated Enroller (MFE) Training Manual rules and regulations when dealing with current or potential members
- Work flexible hours including evening and weekends as needed
- Responsible for weekly and monthly tracking/reporting on retention programs and activities
7
Responsibilities For Graduate Programs Enrollment & Retention Specialist Resume
- Manage relationships and execution with vendors with direct mail and marketing initiatives as well as reporting and budgets
- Sell insurance products to new and existing clients utilizing relevant Short Term Medical, Accident, Critical Illness, and Dental Options
- Acts as point of contact for families that have problems logging in to the online learning system (OLS)
- Serves as an information resource and provides problem-solving and ongoing support
- Helps to maintain a positive employee relations climate by proactively providing guidance to managers and responding to inquiries from staff members
- Seeks proactively to strengthen Team Member retention through support, benchmarking, and finding creative retention efforts
8
Responsibilities For Collections & Retention Specialist Resume
- Basic knowledge of AgDirect loan/lease financing options, terms, pricing and special programs
- Fundamental understanding and working knowledge of administration processes
- Market Leading Remuneration Structure & Training
- Career making opportunity + continuous learning within ANZ
- Provide to the troubleshooting aids to assist teams in solving future customer issues
- Confident communicator using strategic thinking to influence people across a wide professional spectrum
9
Responsibilities For Team Member Retention Specialist Resume
- Be an Ideal team player and contribute towards team performance by sharing best practices and ideas on resolving issues
- Return calls within 24-48 hrs of receiving a voicemail, email notification or being assigned to a matter
- Research and observation techniques for the purpose of recording, and interpreting information
- A/B testing of emails and communication flows
- Collect and upgrade permissions on existing users
- Document calls and outcomes using various Bank systems
10
Responsibilities For Small Business Retention Specialist Resume
- In depth understanding of Manulife Bank’s products, processes and systems would be an asset
- Stay current on changing product set and price structure
- Execute on timely marketing promotions developed
- Shares and identifies business learning's with APC and Field Operations
- Ensures that all appointments are being properly set and confirmed
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