Jean Eder Augustamar Retention Manager at Johnson Controls

Retention Manager

Johnson Controls

Jan 2020 - Current (6 years 7 months)

- Adhere to current Johnson Controls policies, procedures, products, programs and services. - Manage all retention activities within an assigned service agreement customer base of $3M-$3.5M. - Responsible for retention, customer satisfaction and growth within the customer base - Deliver increased sales against an assigned quota. - Act as the primary point of contact for the assigned customer base and develop a positive ongoing relationship with customers plus an intimate knowledge of each account key decision makers. - Equipment, service contract, history, Interface effectively with district operations to deliver and improve service delivery. - Determine customer needs and develop sales strategies to meet those objectives. - Report progress

Call Center Rep

Cushman & Wakefield

Dec 2018 - Dec 2019 (1 year 1 month)

- Assist in resolving consumer accounts by answering healthcare service questions; suggesting options for account resolution. - Maintain consumer records by updating account information. - Resolve accounts by clarifying consumer concerns. - Identifying and explaining the best available option to solve the problem; expedite corrections or adjustments; follow up to ensure complete resolution. - Process consumer payments appropriately. - Contributes to team effort by working assigned tasks Reason for Leaving: Seeking better benefits & compensation

Field Support Representative

ADT Security Services

Mar 2018 - Jul 2018 (5 months)

- Responsible for providing excellent customer service and driving customer loyalty, quality and overall satisfaction by servicing. - Programming, configuring, dismantling, reconstructing, converting, and trouble shooting existing security and site automation solutions.

CSR/Staples Advantage

Hightouch

Sep 2016 - Mar 2018 (1 year 7 months)

- Primarily be focused on continuing the shared success of facilities penetration with the current existing book of business. - Customer loyalty by partnering with the Inside Account Management team and the Facilities Team. - Learning the facilities industry through education and development with Customer Care, Products, Solutions, Distribution, Sourcing and Technical Training. - Work directly with B2B Account Manager team to support and pursue opportunities to drive further customer category penetration via telephone as needed - Contribute to the development of solutions and proposals for transactional facilities opportunities - Assist with Target growth in assigned accounts Assist in product related questions - Assist with installation re

U

High Touch Csr

UNE

Sep 2016 - Current (9 years 11 months)

- Primarily be focused on continuing the shared success of facilities penetration with the current existing book of business. - Will continue to nurture Responsibilities: customer loyalty by partnering with the Inside Account Management team and the Facilities Team. - Learning the facilities industry through education and development with Customer Care, Products, Solutions, Distribution, Sourcing and Technical Training. - Work directly with B2B Account Manager team to support and pursue opportunities to drive further customer category penetration via telephone as needed Contribute to the development of solutions and proposals for transactional facilities opportunities - Assist with Target growth in assigned accounts Assist in product relate

B

Sales & Retention Csr

Bio Trust Nutrition

May 2015 - Feb 2016 (10 months)

- Handling inbound customer service calls regarding placing orders, handling returns and refunds and escalated customer service issues. - Coaching our clients on health and fitness and answering questions on the phone, through email and on social media web sites. - Engage in customer retention efforts. Upsell customers to complimentary products and services offered by BioTrust.

I

Fraud Analyst

Intellisource Verizon

Oct 2014 - May 2015 (8 months)

- Heavy mix of customer service & research/analysis of customer accounts. - Take inbound calls as well as reach out to customers to make them aware of suspicious activity involved with their services technically inclined, and investigate different situations like identity theft and phone cloning.

Student Information Assistant

Corinthian Colleges, Inc.

Sep 2013 - Jul 2014 (11 months)

- Responsible for handling inbound and/or outbound contacts from prospective students that are interested in learning more about our schools and programs. - In taking inbound calls, I'm the first point of contact, leading the caller through a non-scripted conversation about which program they are interested in, gathering contact information, and encouraging them to continue the enrollment process.

Account Executive

Comcast

Aug 2011 - Mar 2012 (8 months)

- Trouble ticket resolution, analysis, and resource allocation planning in support of E9-1-1 database and switch provisioning. - Partners with multiple workgroups to coordinate daily activities to ensure customer service commitments are met. - Exercise sound judgment and act responsibly in the customer s best interest.

CSR

ADT Security Services

Aug 2007 - Aug 2011 (4 years 1 month)

- Work within a fast paced inbound/outbound call center environment Oversee all alarm processing and customer service issues for the special operations group. - Receive incoming alarm signals and respond using information provided on instruction screens. - Place necessary outgoing calls to verify alarms, dispatch proper authorities and notify responsible parties. - Record information and forward to the proper department for processing Reason for leaving: Accepted position with Comcast for an opportunity to further develop my skills

Ramp Agent

continental airlines

Jan 2007 - Jun 2007 (6 months)

- Expedite and route movement of incoming and outgoing cargo and freight shipments in airline terminals, and shipping docks. - Take orders from customers and arrange pickup of freight and cargo for delivery to loading platform. - Prepare and examine bills of lading to determine shipping charges and tariffs.

Checker CSR

Safeway

Jun 2005 - Dec 2006 (1 year 7 months)

- Responsible in operating the cash register, computers, payment processing equipment and scanners in the store, as well as itemize and total the purchases made by customers. - Outside of ringing up customers' items, was trained to assist the store with receiving, ordering and stocking grocery products, as well as maintaining the overall cleanliness of the physical property.

Jean Eder Augustamar

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