Rayshan Starks
@rayshanstarks
Dedicated Customer Service Specialist with a strong track record.
What I'm looking for
I am a dedicated Customer Service Specialist with a strong track record in customer support, data entry, and conflict resolution. My experience spans various roles where I have consistently managed customer concerns with professionalism, ensuring high levels of satisfaction and loyalty. I pride myself on being proactive and team-oriented, committed to driving organizational success through superior service and operational excellence.
In my current role as a Retention Specialist at Philadelphia American Life, I implement personalized strategies to retain policyholders and reduce churn. My ability to analyze retention data has been instrumental in proactively preventing cancellations, while my collaboration with internal teams enhances communication and retention initiatives. Previously, at Amazon, I achieved a 95% customer resolution rate and enforced quality control standards that elevated customer satisfaction.
Throughout my career, I have demonstrated a commitment to excellence by training and mentoring new hires, managing inquiries across multiple channels, and taking initiative during peak times to resolve escalated customer concerns. I am eager to bring my skills and experience to a new opportunity where I can continue to make a positive impact.
Experience
Work history, roles, and key accomplishments
Retention Specialist
Philadelphia American Life
May 2024 - Present (1 year 1 month)
Implemented personalized strategies to retain policyholders and reduce churn, ensuring continued satisfaction and policy engagement. Analyzed retention data to proactively prevent cancellations and partnered with internal teams to enhance communication and initiatives.
Customer Service Specialist
Amazon
Mar 2021 - Apr 2024 (3 years 1 month)
Achieved a 95% customer resolution rate by enforcing quality control standards and completing ongoing training in CRM tools and advanced troubleshooting. Supported cross-departmental collaboration and led small-scale project initiatives to improve service delivery.
Customer Service Team Member
Extended Stay America Suites
Jun 2019 - Jan 2021 (1 year 7 months)
Set and exceeded department goals for the grievance team while training and mentoring new hires, which boosted customer satisfaction by 17%. Managed inquiries via phone, chat, and email to ensure smooth guest experiences and resolved escalated customer concerns during peak times.
Team Lead
Walmart
Feb 2018 - Jun 2019 (1 year 4 months)
Provided support to over 40 customers daily across multiple communication channels and collaborated with operations to ensure updated knowledge of product lines. Facilitated onboarding and training for new staff to maintain service excellence, utilizing QA metrics to enhance script adherence and service escalation protocols.
Education
Degrees, certifications, and relevant coursework
Waukegan High School – Washington Campus
High School Diploma, General Studies
Graduated in March 2017.
Tech stack
Software and tools used professionally
Availability
Location
Authorized to work in
Job categories
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