K
Kellsie Moore
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Washington, United States
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Retention SpecialistHousecall ProMar 2023 - Current (3 years 7 months)• Lead retention initiatives for a leading SaaS platform serving home service professionals. • Resolve cancellation requests and boost customer satisfaction through proactive, data-driven outreach. • Collaborate cross-functionally to resolve complex issues and ensure seamless customer experiences. • Consistently exceed monthly KPIs and contribute to a measurable reduction in churn rates.- Senior Business Account ExecutiveComcast BusinessJan 2022 - Dec 2023 (2 years)• Secured new business clients via targeted territory management and consultative sales approaches. • Customized internet, phone, and TV packages to address varied business needs. • Surpassed sales and revenue goals, driving notable market growth and penetration.
- Digital Customer Care AgentComcastJun 2019 - Jan 2022 (2 years 8 months)• Delivered high-level support through digital channels, managing executive escalations and reputation issues. • Applied empathy and efficiency to resolve complex billing and service concerns. • Maintained customer loyalty by providing exceptional online engagement and rapid resolutions.
- Retention SpecialistComcastNov 2016 - Jun 2019 (2 years 8 months)• Re-engaged at-risk customers by tailoring solutions to their unique needs. • Leveraged negotiation skills to reduce cancellations and increase customer loyalty. • Recognized for outstanding retention performance and achieving top-tier metrics.
- MBarista ManagerMugshots CoffeeJun 2010 - Aug 2016 (6 years 3 months)• Managed daily operations including staffing, training, and inventory control. • Ensured consistent product quality and excellent customer service. • Cultivated a positive team environment and built a loyal customer base.