Summary
Overview
Work History
Education
Skills
Certification
Accomplishments
Timeline
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Natasha Gaines

Clarksville,TN

Summary

Motivated and results-oriented specialist with 5+ years in exceeding expectations for all levels of clients. Well-versed in customer retention strategies and client relationship management. Known for delivering impactful solutions that enhance customer loyalty and satisfaction. Consistently collaborates with cross-functional teams to achieve organizational goals and adapt to evolving business needs with strong focus on conflict resolution and communication skills.

Overview

8
8
years of professional experience
1
1
Certification

Work History

Retention Specialist

Xfinity Comcast
10.2024 - Current
  • Handled escalated customer complaints professionally, de-escalating situations while finding mutually beneficial resolutions.
  • Served as a primary point of contact for 5 colleagues experiencing technical difficulties and complaints. Boosted team morale and reported team sales daily.
  • Maintained an outstanding scorecard monthly reporting sales, sales to call rate, customer call back rate and business retained.
  • Trained in mobile retention including upskill in device troubleshooting, activation and setup and product knowledge.

Member Care Specialist

NBC Sports Next
04.2023 - 10.2024
  • Maintained monthly average of over 90% on customer satisfaction surveys
  • Handled over 25k calls for more than 1000 courses worldwide, generating revenue by converting customer inquiries into reservations.
  • Chosen as 1 of 7 in Salesforce Implementation Test group, providing feedback that led to direct design changes to improve accessibility.
  • Demonstrated outstanding data entry by communicating effectively and using forward-thinking strategies.

Preschool Teacher

Bright Horizons
04.2017 - 04.2023
  • Managed a portfolio with daily updates and quarterly reviews of over 10+ students; tracked and documented cognitive, emotional, and physical development for conferences and private school entry forms.
  • Created and implemented weekly lesson plans that covered 7 learning domains.
  • Cultivated and maintained relationships parents, teachers, directors, and therapists.
  • Designed individualized lesson plans and learning spaces for 8 students in conjunction with an ABA therapist, speech pathologist and medical care teams to ensure student success.

Education

Some College (No Degree) - Early Childhood Education

Post University
Waterbury, CT

Skills

  • IT Support
  • Microsoft 365
  • Salesforce
  • Data Entry
  • CRM software proficiency
  • Customer relationship management

Certification

  • LinkedIn | 2024

- Career in IT Support

  • Zendesk | 2023

- Customer Service Professional

  • LinkedIn | 2023

- Microsoft 365

Accomplishments

  • Family Partnership Award
  • 1 Management Role

Timeline

Retention Specialist

Xfinity Comcast
10.2024 - Current

Member Care Specialist

NBC Sports Next
04.2023 - 10.2024

Preschool Teacher

Bright Horizons
04.2017 - 04.2023

Some College (No Degree) - Early Childhood Education

Post University

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Natasha Gaines