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Retention Specialist Resume Samples
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0-5 years of experience
Pioneered a new retention department and oversaw as many as 35 sales and retention specialists.
- Trained and recruited sales specialists into the retention department
- Increased sales revenue more than 300% through highly defined call center processes
- Consistently a “Top Performer” and recipient of numerous honors including “President’s Club”.
- Recruited, trained and managed sales personal for expanding technology markets
- Generated multi -million dollar new account base
6-10 years of experience
Guided the career paths of Marine Corps members with expert ability. Used superior communication skills to ensure the needs of the organization and the needs of the service member were exceeded.
- Organized all activities for visitation of higher headquarters in Afghanistan. Set up meetings, office support, communications, and provided logistical support.
- Provided a critical link to the Headquarters of the Marine Corps, ensured human resources packages were 100% complete and accurate.
- Functioned as the commander’s advisor for retention matters in a unit consisting of up to 600 Marines.
- Acted as staffing manager for installation in times of need, managing the human resources needs of base consisting of over 2500 Marines.
- Provided retention services to individual units. Set up and conducted classes that increased member retention above organizational goals.
0-5 years of experience
Number 1 on team in sales of accessories for the months of January and February 2013 which totaled $1,500.
- Increased upgrades of cellular devices by 50% during Christmas season.
- 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 which increased satisfactory of clients and reversed their experience from previous interactions.
0-5 years of experience
Responsible for coordinating service plans for employed program participants, to ensure compliance with contractual job retention goal of 70% of employed cohort
- Achieved 78% job retention of program participants during the first contract year
- Assisted Program Director with development of programmatic systems and procedures necessary to achieve stated goals
- Co-managed customized database used in the entry, tracking, and analysis of participant activity and outcomes
10+ years of experience
Primary responsibilities include 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 applications in several AT&T systems.
- Strategically provided appropriate resolutions that were optimal solutions for a valued customer base.
- Successfully handled intricate AT&T 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.
0-5 years of experience
Worked with clients to meet their needs and goals while preserving a positive client relationship. Provided clients with all necessary information to make informed choices about their insurance needs.
- Counseled clients on enrollment of themselves and their children into Medicaid, Child Health Plus and Family Health Plus programs.
- Performed outreach to build relationships with doctor’s offices, schools, community centers, health clinics, hospitals, and the welfare and food stamps offices.
- Assisted clients in filling out renewal applications and other documents.
- Maintained professional integrity and customer focus while meeting and exceeding monthly quotas.
- Scheduled appointments and worked in the field visiting clients at their home or workplace.
0-5 years of experience
Resolved customer complaints and concerns with strong verbal and negotiation skills.
- Displayed courtesy and strong interpersonal skills with all customer interactions.
- Developed more efficient filing systems and customer database protocols.
- Composed memos, presentations, spreadsheets, letters, calendars, charts, and graphs using Microsoft Office.
- Developed highly empathetic client relationships and earned reputation for exceeding retention goals.
- Provided support for CEO and sales team in managing operation workflow.
0-5 years of experience
Counseled and advised students on academic, personal and career related topics that are pertinent to college retention and graduation
- Supervised Supplemental Instruction Leaders and tutors and monitor academic progress of students receiving tutorial services
- Monitored attendance and final grades of at-risk FT-FT Freshman each semester
- Presented retention information during all Orientations, Open Houses, university workshops, and class visits and met all retention goals annually
- Maintained records of academic counseling, visits and program attendance
- Compiled and maintained all computerized reports, records and documents for Title III
- Conducted and arranged for orientation/training of student tutors and volunteer staff
- Recruited, interviewed and trained tutors, supplemental instructors and peer mentors
0-5 years of experience
Responsible for revenue retention through lifecycle management of an assigned portfolio of commercial accounts.
- Focused on the retention of active Business Customers through active listening, empathy, and assuming ownership of customer issues through to resolution.
- Minimized account disconnects through resolution of technical trouble calls, billing issues, outages, and customer dissatisfaction with product and process.
- Acted as a marketing liaison through the upgrade and selling of Business Class Video, High Speed Internet, and Digital Voice Products.
- Met and exceeded budgeted retention goals consistently, in a highly-competitive, commission driven environment.
0-5 years of experience
Retained inbound callers through persuasive & consultative communication techniques
- Identified customer needs through various probing steps that led to issue resolution
- Provided customer with technical assistance
- Ranked # 2 out of 350+ representatives for excellent customer retention
0-5 years of experience
Attended inbound disconnected calls immediately and proficiently.
- Presented high level customer service in an efficient manner.
- Introduced the products and services for existing customers.
- Responded to all queries regarding billing disputes.
- Executed orders for new service, reschedules and saved accounts.
- Monitored and reported the results of retention efforts.
0-5 years of experience
Facilitated and instructed over 60 Life Skills Education classes
- Created and implemented a training pilot for the participants in the program.
- Oversaw the Transitional work operations, 5 Site Supervisors and equipment.
- Reported to County Director and National Director about the status of the transitional work operations.
- Oversaw and maintained the company’s retention program.
- Assisted the County Director with the day to day operations of the entire office.
6-10 years of experience
Responsible for the recruitment of officers in the downstate geographical area of New York, with an annual requirement of 32 officers for the NYARNG.
- Met or exceeded all monthly, quarterly and annual requirements averaging better than 110%.
- Improved overall sales force retention.
- Conducted market analysis in sales area.
- Setting up and managing static displays.
- Presentation to units, colleges, local and civic groups.
- Interview and pre-qualify potential candidates for enlistment.
Retention Specialist Duties and Responsibilities
While retention specialists may focus on different areas of client, customer, or employee service, most share several core responsibilities:
Communicate with Customers and Employees The primary responsibility of a retention specialist is communicating directly with employees, customers, or members who have issues with the organization or company. For customer-facing retention specialists, this typically involves customers who wish to cancel contracts for a variety of reasons. Retention specialists who focus on employee retention may handle employees who are unhappy with their current position, level of responsibility, or salary.
Gather Data Related to Complaints Retention specialists gather information related to customer or employee complaints. This allows retention specialists to begin devising solutions and supports ongoing organizational improvement efforts. In this aspect of the role, the retention specialist may ask a series of questions related to the initial complaint, taking notes and asking follow-up questions to gain a complete picture of the issue at hand.
Propose Solutions Workers in this role spend a significant amount of time developing and proposing solutions. For customer retention specialists, this may include offers for lower prices or other incentives such as free shipping or account credits. This aspect of the role can be significantly more difficult for employee retention specialists, who need to consider departmental and organizational needs while working toward a resolution.
Negotiate with Customers In many cases, retention specialists negotiate directly with customers to ensure their loyalty. A customer may make a request that the retention specialist then needs to present to their supervisor. They may then present an alternative offer to the customer to attempt to find a mutually beneficial solution. This aspect of the role requires the retention specialist to balance the organization’s desire to keep the customer with the potential revenue that the customer represents and the costs associated with retaining them.
Provide Reports to Supervisors Retention specialists also frequently need to provide reports to their supervisors to highlight their activities. These reports may include detailed information related to customer or employee interactions, an outline of steps taken to arrive at a solution, and the outcome of any conversations. Additionally, the retention specialist may need to compile these reports monthly or quarterly to help with organizational improvement.
Retention Specialist Skills and Qualifications
Retention specialists help companies and organizations keep customers and employees engaged. Most workers in this role have at least a high school diploma and the following skills:
- Customer service – retention specialists need excellent client or customer service skills to successfully assist and interact with customers, members, and employees
- Patience – this role requires a high degree of patience, as retention specialists need to gather information related to customer or employee dissatisfaction and determine how to best resolve the situation
- Conflict resolution – retention specialists also need to be skilled at conflict resolution and should be able to navigate situations where customers or employees are unhappy with the company
- Problem-solving skills – effective problem-solving is central to this position. Retention specialists need to think on their feet to provide solutions to customer issues or employee complaints
- Communication skills – retention specialists should also be strong written and verbal communicators, since they tend to speak with customers on the phone or with employees in person. They often need to prepare reports, as well
- Organization skills – organization is also key in this role, because retention specialists must maintain detailed records of interactions and update customer accounts to reflect changes
Retention Specialist Education and Training
Retention specialists typically have at least a high school diploma, although some companies prefer to hire candidates with a bachelor’s degree in a related field. This is particularly true for employee retention specialists. Customer or client service experience is usually a necessity in this role as well. There are typically many opportunities for on-the-job training in this position.
Retention Specialist Salary and Outlook
Because retention specialists may focus on several areas of an organization, the Bureau of Labor Statistics (BLS) does not provide salary information specifically for this role. However, customer retention specialists share many responsibilities with customer service representatives, who earn a median annual salary of $32,890. Retention specialists who focus on employee retention may be classified as human resources specialists. Workers in this role earn a median annual salary of $60,350. The BLS expects both of these roles to grow at an average pace of 5 and 7 percent, respectively, through 2026.
Helpful Resources
If you’re interested in starting a career as a retention specialist, we found many helpful resources on the web: “Mend the Holes in Your Leaky Bucket: 10 Best Practices for Customer Retention” – read this blog post to learn the most effective strategies to retain customers and reward their loyalty
Love ‘Em or Lose ‘Em: Getting Good People to Stay – this book explores employee retention techniques and explains how to retain and engage high-performing team members
Certified Employee Retention Specialist (CERS) – retention specialists can obtain certification through the National Association of Personnel Services (NAPS) to enhance their skills and improve their employment prospects
Customer Success: How Innovative Companies Are Reducing Churn and Growing Recurring Revenue – learn even more effective customer retention practices with this in-depth guidebook
Human Resources Cover Letter Examples
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Last edited by: Gabriela Barcenas, CPRW, Content Writer II -
Gabriela Barcenas
CPRW, Content Writer IIGabriela is a Certified Professional Resume Writer (CPRW) and career adviser. With 10 years of digital media experience and five years of resume writing expertise, her publication history includes fashion, education, travel, social justice, equitable design and career advice.
