Resume Skills and Keywords for Customer Retention Specialist

A customer retention specialist is responsible for reducing customer churn by solving customer problems and finding innovative ways to retain existing customers. The work of a customer retention specialist revolves around creating a positive customer experience environment and resolving customer complaints as they arise. Also known as customer success management, retention efforts focus on building relationships between brands and customers by leveraging engagement, loyalty, and satisfaction.

Skills required for a customer retention specialist role

  • Problem-Solving
  • Critical Thinking
  • Customer Retention
  • Interpersonal Communication
  • Relationship Building
  • Sales
  • Negotiation
  • Decision- Making
  • Strategic Planning

What recruiters look for in a customer retention specialist resume: 

  • Ability to communicate with customers and support staff
  • Skilled at collecting data about customer service trends
  • Prior experience at developing strategies to retain customers
  • Familiar with measuring key performance metrics related to churn and retention efforts

What can make your customer retention specialist resume stand out:

A strong summary that demonstrates your skills, experience, and background in a customer retention

  • Goal-oriented customer retention specialist; capable to design and implement customer retention strategies to increase loyalty and retain business. Proficient in analyzing customer feedback, negotiating with customers, implementing retention strategies, and compiling reports for sales managers. Dynamic enough to retain a core customer base. Deals directly with customers to find out the issues they are facing, how to improve products or services, and how to retain business.

Targeted job description 

  • Apply advanced knowledge of products, along with advanced knowledge of procedures and guidelines
  • Handle calls related to customers discontinuing their services with the company’s products
  • Utilize retention tools and efforts to solve customer concerns, ultimately retaining business
  • Exceed productivity standards such as overall accuracy, maintaining key performance indicators, and providing one-call resolution to internal and external customers

Related academic background

  • BMS from St. Xavier’s College, Kolkata, Jun 2016- Jun 2019
  • Introduction to Marketing Management at University of Southampton  

Sample Resume of Customer Retention Specialist in Text Format

ROHAN ROY 

Customer Retention Specialist 

6834120259 | rohan.roy@gmail.com |Kolkata, India

SUMMARY

Goal-oriented customer retention specialist; capable to design and implement customer retention strategies to increase loyalty and retain business. Proficient in analyzing customer feedback, negotiating with customers, implementing retention strategies, and compiling reports for sales managers. Dynamic enough to retain a core customer base. Deals directly with customers to find out the issues they are facing, how to improve products or services, and how to retain business.

EXPERIENCE/INTERNSHIP

Customer Retention Specialist ► Gannett, Kolkata Mar 2023 - Present

  • Apply advanced knowledge of products, along with advanced knowledge of procedures and guidelines
  • Handle calls related to customers discontinuing their services with the company’s products
  • Utilize retention tools and efforts to solve customer concerns, ultimately retaining business
  • Exceed productivity standards such as overall accuracy, maintaining key performance indicators, and providing one-call resolution to internal and external customers

Customer Support - Sr. Executive ► Aapc, Kolkata Feb 2020 - Feb 2023

  • Focused on improving renewal rates and reducing churn, as well as growing customer wallet share through upsell and lead generation
  • Led the renewal processes across all customer touchpoints and communication channels like phone, email, text, and many more
  • Assisted in managing customer lists, communication schedules, campaigns, and the results of all activities
  • Delivered fantastic customer service and support across multiple products and services

Digital Media Marketing ► Just Social, Kolkata, India, May 2017- Jul 2017

PROJECTS

Girl Power NGO 

Volunteered at the Girl Power NGO  

PROFESSIONAL ENHANCEMENTS

Courses

  • Introduction to Marketing Management ► University of Southampton Mar 2017 - Aug 2017

EDUCATION

BMS ► St. Xavier’s College, Kolkata Jun 2016 - Jun 2019

SKILLS (TECHNOLOGY/FUNCTIONAL)

Solving | Critical Thinking | Customer Retention | Interpersonal Communication | Relationship Building | Sales | Negotiation | Decision- Making | Strategic Planning

LANGUAGES

English 

Bengali

Hindi