Retention Specialist with 14 years of experience
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Hello there! I am an experienced retention specialist at TELUS Mobility, with a passion for cultivating strong customer relationships. After honing my skills in the telecommunications industry, I am now eager to embark on a new chapter in my career.
My expertise lies in customer service and retention, and I am actively seeking opportunities in the Greater Toronto Area, particularly in the Durham region. Additionally, I am open to exploring remote positions that align with my skill set and enthusiasm for providing top-notch customer experiences. If you are in search of a dedicated and results-driven professional, I would love to connect and discuss how I can contribute to your organization's success.
Let's make a difference together!
TELUS Mobility Inc. (May 2011 - Present, Scarborough, Ontario, Canada)
Loyalty & Retention Specialist:
Served as the first point of escalation for cancellation requests and service escalations.
Handled client inquiries, including account information, upselling of services, and technical support.
Received inbound calls, addressing customer dissatisfaction and recommending resolutions.
Demonstrated consistent, positive client experiences and effective de-escalation skills.
Managed case reference files and updated case management data.
Analyzed risks and requests during client interactions.
Acted as the first point of escalation for frontline agents for customer complaints and requests.
Ensured compliance with Telecommunication regulations.
Collect Corp Inc. (October 2008 - May 2011, Toronto, Ontario, Canada)
Account Receivable Analyst - American Express Portfolio:
Monitored customer accounts for non-payments and irregularities.
Assessed creditworthiness and mapped credit against customer accounts.
Collaborated with collections and data processing to resolve issues.
Contributed to improving the customer experience.
Recognized and implemented exceptional customer service and collection processes.
Provided subject matter expertise for credit adjudication.
Oversaw daily workflow and ensured completion within Service Level Goals.
Tracked and escalated operational issues to support business objectives.
Led process improvements and adhered to policies and procedures.
Complied with AMEX code of conduct and demonstrated flexibility in adapting to change.
In summary, the candidate has extensive experience as a Loyalty & Retention Specialist at TELUS Mobility, handling client inquiries and ensuring positive customer experiences. Additionally, they have served as an Account Receivable Analyst for American Express Portfolio at Collect Corp Inc., demonstrating expertise in credit assessment, customer service, and process improvement.
I have Bachelors of Arts in Psychology and currently hold multiple certifications
