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Erica Smith

Erica Smith

Retention Specialist


Kalamazoo, MI



Retention Specialist

• Consult(s) with customers regarding any service-related, billing, and warranty claims issues for global suite of AT&T Wireless, High-Speed Internet, Landline, and Advanced TV bundled products. Primarily responsible for providing first-call problem resolution and recommending additional AT&T bundled services using variety of consultative selling techniques

• Proficient with using several web-based and mechanized systems while speaking with customers to process purchases of AT&T products and services. Consistently exceeds per call revenue, customer service feedback scores, and average call handling requirements. (Averages 50-60 calls / per day). Continually maintain(s) and refine(s) working knowledge of all company products, services and promotions, and encourages best practices within team to improve sales productivity

Career medium 03
Career medium 01

Key Innovative Marketing

Assistant Manager

• Supervising the office, interviewing, warehouse management, direct sales, marketing and communications, campaign management, team management, execution of marketing programs, training, customer service


Genuine Marketing Solutions

Training Manager

• Developing and training others, interviewing, warehouse management, direct sales, marketing and communications

CMU Dining Services


Responsible for preparing and serving meals to students in the campus dining facilities

McDonalds Restaurant

Customer Service

Responsible for back drive through window, customer transactions, and washing dishes

Central Michigan University

Bachelor of Science in Business Administration, Logistics Management/Marketing