retention specialist / sales and customer service repretention specialist / sales and customer service rep
Junbernald
ID Verified$500
per month
($3/hour)
Profile Description
Experienced Remote Customer Support & Retention Specialist with a strong track record of driving customer satisfaction and reducing churn for major tech and service brands. Skilled in handling complex billing, cancellations, refund requests, and account inquiries, as well as managing order processing and upselling digital protection services. Adept at turning potential cancellations into positive customer outcomes, resolving identity theft and fraud concerns, and providing empathetic, high-quali...
Top Skills
Skills & Expertise
Skill Levels Explained:
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Customer Success
Work Experience
Remote Retention Specialist
BPO Global Services
Aug 2026 - Present
Job Responsibilities:
Served as a Remote Retention Specialist for a career services and resume-building platform. Managed cancellation requests by identifying member concerns, handling objections, and offering value-driven alternative plans to reduce churn. Empowered members to continue using job-search tools, resume builders, and career resources while delivering empathetic, solution-focused support.
Retention Specialist
Qualfon
Aug 2023 -
Job Responsibilities:
Served as a Retention Specialist for Avast and AVG, managing cancellation requests for comprehensive antivirus, privacy, performance, and identity protection plans. Successfully de-escalated customer churn by diagnosing account concerns, addressing user objections, and presenting tailored retention offers and service alternatives to maintain active subscriptions.
Amazon Customer Service
Qualfon
Aug 2026 - Aug 2026
Job Responsibilities:
Served as a Customer Service Representative for Amazon, managing high-volume order processing, shipment tracking, and account inquiries. Resolved customer concerns regarding delivery schedules, billing, and account access while maintaining high service quality and customer satisfaction standards.
Customer Service Representative / sales
Qualfon
Jun 2021 - Aug 2023
Job Responsibilities:
Served as a Customer Service and Sales Representative for NortonLifeLock, managing account inquiries for antivirus device protection and identity theft services. Handled high-stakes fraud investigations, unauthorized charges, and personal information security concerns with discretion and efficiency. Conducted consultative upselling to recommend upgraded security plans, ensuring subscribers receive...
Customer Service
Websavii
Apr 2020 - Apr 2021
Job Responsibilities:
Served as a Customer Service Representative for a floral services company, assisting clients with placing orders for special occasion floral arrangements, including Mother’s Day, Father’s Day, birthdays, and debut events. Managed inbound calls to handle order processing and facilitated direct three-way calls between customers and flower suppliers to ensure precise arrangement specifications, stock...