Client EXPERIENCE & RETENTION Specialist
I have for most of my 30-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
Athabasca University
Calgary ( Remote ), Alberta Canada
Bachelor Degree General Studies October 2023-October 2027
Resume and References
ABOUT ME
Changing careers in midlife...
I had recently left a company that I cared for and a position I loved as their business had changed dramatically since the epidemic in 2020. The loss of an office environment took the vibe and feel of what was so special working there away. As with most businesses, they quickly adapted to functioning without an office setting. They had restructured a lot and my position would be "transitioned" to another campus and I would have to take on a new role that I had no desire to do. The shift from one position to another was not going to work out for me. I did not wish to be redeployed and after a period of time I would end up losing wages. The opportunity arose to take a voluntary separation package that was a very good offer, so I took it and said goodbye. I took a big step out into the unknown in this world to seek out my new challenges.
Since then I have spent time travelling, relaxing, and fixing some things I had been neglecting.I was excited to be starting down my new path. It is a huge change and it admittedly can be scary not knowing what is ahead, but I keep going forward. I have found the person I want to spend the rest of my life with and gained a stepson in this 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 in AI and other online ventures. 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. Better later than never.
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 a 9-year-old boy busy and entertained. We travel near and far when possible, last year we went to Scotland, This year we got married and went on to Mexico for the honeymoon. I enjoy spending time with my friends and family, caring for my Mum and planning my future. I have recently developed a desire to help people see what is possible and how to enjoy life again even though it is not easy, it is worth the journey.
