Andrew Smith

287 Custer Street, Hopewell, PA 00000
[email protected]
(000) 000-0000

Professional Summary

Proactive, friendly customer service specialist dedicated to meeting and exceeding expectations at every interaction.  Timely and professional with extraordinary communication skills and ability to build and cultivate relationships to drive business retention.  Actively seeking a customer service director role where I can utilize my education and experience to add immediate value to an organization.

Employment history

Retention Specialist, Balistreri and Sons. West Luigiview, Idaho
Jan. 2020 – Present
  • Listen to customer requests, referring to alphabetical or geographical directories to answer questions and provide telephone information.
  • Provide assistance for customers with special billing requests.
  • Calculate and quote charges for services such as long-distance connections.
  • Discuss job performance problems with employees to identify causes and issues and to work on resolving problems.

Vision Inspector, Lakin, Zemlak and Gleason. Port Cheri, Ohio
Dec. 2014 – Jul. 2015
  • Inspect circuit boards for Honda to determine potential damage for automobiles
  • Process paper work at the beginning and end of every shift

Assistant Manager, Cormier Group. Port Lucio, New Hampshire
Jun. 2011 – Nov. 2011
  • Modify existing software to correct errors, allow it to adapt to new hardware, or to improve its performance.
  • Consult with customers about software system design and maintenance.
  • Establish and maintain relationships with individual or business customers or provide assistance with problems these customers may encounter.
  • Oversee the flow of cash or financial instruments.
  • Listen to customer requests, referring to alphabetical or geographical directories to answer questions and provide telephone information.
  • Discuss job performance problems with employees to identify causes and issues and to work on resolving problems.


Erdman College, Guychester, South Dakota
GED, Dec. 2010


Fast Typeset

Great Listening Skills

Multitasker, Can Migrate through a number of systems

retention specialist

  •  Primary responsibilities included maintaining highly valued customers by utilizing key relationship-building skills and effective customer service techniques.
  • Successfully presented products by utilizing effective sales and persuasion skills in addition to a solid knowledge of the company’s products and competitor’s products.
  • Served as an Escalation Team Lead for high-level customer related issues that were complex in nature.
  • Efficiently and accurately managed a large volume of customer grievances in several 3 UK systems.
  • Strategically provided appropriate resolutions that were optimal solutions for a valued customer base.
  • Successfully handled 3 intricate UK customer complaints related to their products and services.
  • Partnered closely with several internal departments such as billing operations, credit, collections, and other entities as required 

retention specialist

  •  Helping customers with their billing issues by giving them credits. Finding a better discount to lower their bill. Upgrading and downgrading services. 
  • Creating payment arrangements and taking payments. Schedule technicians for any tech issues or brand new installs.
  •  Teaching the retention site how to learn the new system. Using Excel to keep track of every call for adding or removing services. 
  • Providing information for any services a customer already has or would like to receive. 
  • Multi-tasking through multiple systems to be able to assist the customers needs. 

retention specialist

  • Resolve customer complaints and questions via phone, email, chat, and SMS
  • Utilize Salesforce and Desk to maintain and verify customer account information and history
  • Research and resolve customer delivery and fulfillment issues
  • Attempt to persuade customer to reconsider cancellations

retention specialist /human resource specialist

  • Retained consumer memberships through utilization of sales tools and techniques.
  • Logged all calls into membership computer system.
  • Addressed consumer needs and outlined how continued membership will fulfill those needs.
  • Adhered to previously approved script during calls.

retention specialist

  •  High volume inbound call center
  • Effectively, professionally and courteously resolve member complaints
  • Renew, extend or lessen Sears Protection Agreements on member’s appliances
  • Confirm and modify, as necessary, member’s profile information 

retention specialist

  • Overall goal to provide exceptional customer service experience to customer.
  • Actively listen to customer issue to determine reason behind wanting to disconnect. Therefore, provide the best solution according to what they value most.
  • Responded immediately and accurately to all billing dispute inquiries.
  • Analyzed clients accounts to ensure clients were on the most suitable plan based on their usage style.
  • Performed call backs due to low scoring of surveys. Contacted customer and resolved their inquiry and preformed to their needs and made their experience better than their last.
  • Successfully presented products by utilizing effective sales and persuasion skills in addition to solid knowelgde of the company’s products and competitors products.
  • Efficiently and accurately managed a large volume of customer applications in several AT&T systems.

retention specialist

  •  Minimising the risk of business discontinuance and reselling the value & benefits of a customers current plan(s)
  • Explain products or services and electricity rates.
  • Inbound/Outbound customer contact to influence them to remain with Energy Australia.
  • Present retention offers to new and existing customers.
  • Compare similar service/products to determine competitive reasons to retain customers. 
  • Advise customers on market offers, prices,rates and other company related benefits.
  • Promote cross sales and additional account acquisition.

retention specialist

  • Retain customers who want to cancel their account.
  • Resolve technical issues with cell phones , tablets , and other communication devices .
  • Sell add ons from cell phones , tablets , WiFi hotspots , home phones , insurance and accessories.
  • De-escalate irate customers. 
  • Activate new equipment . 
  • Take payments and set up payment arrangements . 
  • Resolve billing issues .

retention specialist

  • Answered phones in the call center and answered Customer questions pertaining to their accounts
  • Sold new and upgraded services to customers
  • Assisted Customers with troubleshoot TV equipment services
  • Set up TV, Internet and Phone services 
  • Scheduled appointments with the Customers for Technician service calls
  • Maintained high ratings on surveys taken by my Customers

retention specialist

  • Inbound role dealing with customers wanting to drop their private health insurance or leave to another provider
  • Ensuring there is high a level of customer service that is being adhered to each and every call
  • Advising customers of the benefits of having private health insurance and Bupa
  • Doing on the spot comparisons with other funds 
  • Finding products that suit customers needs through needs based analysis and relaying those benefits back to them to convince customers to stay with Bupa
  • Meeting and exceeding the expectation of targets

retention specialist/insurance agent (p.c.a.)

  • Retain policyholders through an analysis of insurance coverage, price, and customer needs suggesting additions or changes
  • Resolve customer disputes through special company initiatives designed to promote an excellent customer experience
  • Select company that offers type of coverage requested by client to underwrite policy as well as other endorsements (i.e. change in vehicles, drivers, beneficiaries, etc.)
  • Sell various types of insurance policies to individuals on behalf of insurance companies.

retention specialist

  • Retain lines of business on a customer account .
  • Retain customers who call to cancel all services .
  • Pitch benefits to customers to add cable , internet , home phone , cell phone and home security to their existing service plan . 
  • Resolve technical issues for cable , home internet , WiFi , home phone and equipment malfunctions.
  • Resolve billing matters .
  • Take payments . 
  • De-escalate irate customers.