Client EXPERIENCE & RETENTION Specialist
I have for most of my 20-plus years of working life been in a forward-facing service role. Most recently I gave 12 plus years loyally and dutifully as a Loyalty and Retention Specialist in the Telecommunication sector. I make it my priority to build an unrivalled rapport with each client, learn their needs and be their trusted advisor and SME on all things about their account. After earning trust and loyalty I keep them invested and engaged. I express the value of the services being provided and the importance of that account.
MY SKILLS
Soft Skills
Communication
Leadership
Positive Attitude
Teamwork
Problem-solving
Interpersonal
Time management
Adaptability
Creativity
Work ethic
Hard Skills
Computer technology
CRMs ( various )
Microsoft and Google suites.
Zoom/Meets/Teams
Office technology
Privacy ( POIP )
Social media ( intermediate )
Photography
Writing
Data entry
Additional Skills
St. John Ambulance-Emergency First Aid ( CSA Basic )-Level A CPR and AED
Class 5 Drivers Licence
Respectful Workplace
Truth and Reconciliation
Health and Safety Committee
Changemakers ( Political Activities)
Spectrum ( 2SLGBTQA+ Activities )
Engagement team
MY EXPERIENCE
Client Loyalty and Retention Specialist-Customer Experience FFH
Telus Communications
May 2011- July 2023
Calgary, Alberta Canada
I managed inbound and outbound communications for clients who needed assistance or had an escalation with their accounts. Whether it was billing, contract renewal, negotiations, payments, upselling/rightsizing, support, repairs, complaints, moving, new accounts/onboarding. Anything needed to prevent churn and increase revenue while mitigating cost and retaining business.
Area Filed Manager-South Calgary and Southern Alberta
U-haul Canada
June 2007- Oct 2010
Calgary, Alberta Canada
I prospected areas for more businesses to set up franchise locations in their business location. Trained the owners and staff, and audited finances and contracts quarterly. I maintained equipment, set up signage and gave options for additional revenue. I would provide clients with assistance when needed or for escalations. Maintained all locations and was a liaison between owners and the company.
EDUCATION
Alberta General Education Development
Calgary, Alberta Canada
GED High School 2023-2023
John G. Diefenbaker High School
Calgary, Alberta Canada
Incomplete High School 1990 - 1992
Athabasca University
Calgary ( Remote ), Alberta Canada
Bachelor Degree General Studies October 2023-October 2027
ABOUT ME
COVID19 Changed Everything
The loss of going into the office and having the only escape I had from the madness of my addictions was devasting. I had no way of stopping and having a break from drinking and smoking myself into a daily hell that was killing me. Feeling my grip on life losing more each day, I took the help offered to me and went to treatment for 49 days and I almost didn't make it through detox. I made it out to the other side and kept moving forward. Since May 13 2020 have kept my sanity at bay with my program, an amazing sponsor and a network of loved ones.
Since reclaiming my life I have focused on amending everything in my life I had ignored, neglected or believe was not possible. I have turned my health around, got my finances straightened out, and repaired relationships I had damaged along the path of my life. I have found the person I want to spend the rest of my life with and gained a stepson in the arrangement. I had started doing new hobbies and interests I have always wanted to do but thought I could not do. I do archery, yoga, biking, leatherworking, wood-crafting, karate, photography, learning guitar and being as creative as I can be. I enjoy life and see all the possibilities I never imagined were possible. I just recently enrolled in Athabasca University to get working on my Bachelor's Degree.
Most days you can find me in my spare time hanging out with my partner in crime Alex watching Netflix, listening to music or playing videogames. When we have his Son Jaxon we have all sorts of fun keeping an 8-year-old busy and entertained. We travel near and far when possible, this year we went to Scotland, next year we are off to Disney World with the kiddo and to Japan for the honeymoon. I enjoy spending time with my friends and family, caring for my Mum and planning my future. I have a desire to help as many people see what is possible and how to enjoy life again and even though it is not easy , it is worth the journey.
