Open to opportunities

TOR Reasey Oum

@torreaseyoum

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Senior Business Development Representative focused on revenue growth through retention and upselling.

United States

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What I'm looking for

I’m looking for a KPI-driven, revenue-focused role where I can manage inbound/outbound calls, retain customers, and drive upselling. I’m open to remote opportunities and can join immediately.

I’m a KPI-driven, revenue-focused Business Development & Customer Support professional with 11+ years in inbound/outbound call centres. I convert prospects into customers, save cancelling accounts, and support business growth in performance-oriented environments.

I combine cold calling and lead generation with consultative objection handling to turn service interactions into upsell opportunities. I’m strong in pipeline and relationship management, consistently supporting target-achieving outcomes across Healthcare, E-commerce, Solar, and Logistics.

I also bring deep customer retention expertise—high-volume call handling, cancellation and win-back strategies, billing/account resolution, and de-escalation. With tools like Salesforce CRM, HubSpot, Zendesk, Freshdesk, and dialler systems, I improve CSAT and quality assurance while resolving issues quickly.

Experience

Work history, roles, and key accomplishments

Customer Retention Specialist

CVS Health

Mar 2023 - Jan 2026 (2 years 10 months)

Managed high-volume inbound and outbound calls in a KPI-driven environment, retaining customers considering cancellation. Identified upsell opportunities and maintained performance across retention, CSAT, and quality assurance.

Customer Retention Win Back Cancellation Handling Upselling Objection Handling CSAT Quality Assurance (QA)KPI’S Salesforce CRM

Senior Customer Service Rep

Walmart

Jun 2020 - Feb 2023 (2 years 8 months)

Supported customers with orders, billing, and account issues through inbound and outbound calls. Upsold relevant products and services and resolved complaints to improve loyalty and retention while meeting call handling and CSAT targets.

Upselling Complaint Resolution CSAT Response Time Management Objection Handling

Customer Support Specialist

Tesla Energy

Apr 2018 - May 2020 (2 years 1 month)

Conducted outbound follow-ups to support customer acquisition and lead nurturing for solar solutions. Helped reduce churn by proactively addressing issues for customers considering cancellation and coordinating timely resolutions with internal teams.

Lead Nurturing Solar Customer Support Customer Retention Cancellation Win Back

Call Centre Representative

UPS

Jan 2015 - Mar 2018 (3 years 2 months)

Handled high-volume inbound calls for shipment support, delivery issues, and account inquiries in a fast-paced environment. Assisted customers in selecting shipping options and maintained accurate documentation of all interactions.

Shipment And Delivery Support Shipping Options Guidance