Gretchen S.

Gretchen B. is a seasoned BPO Professional based in Marikina, Metro Manila, Philippines, with nearly a decade of robust experience in customer retention, churn reduction, and conflict resolution. At Telus Digital Ph, she excels as a Senior Retention Specialist, managing high-volume international retention calls and consistently achieving a save rate over 20% above benchmarks. Her expertise in leveraging CRM tools such as Salesforce and Zendesk enhances her ability to analyze customer feedback and implement effective retention strategies. She has a knack for identifying customer pain points and offering personalized solutions, even mentoring new hires in objection handling and effective offer positioning. Previously, at Quantrics Enterprises, she adeptly handled cancellations and billing disputes while uncovering upsell opportunities to maintain customer loyalty. Gretchen's analytical prowess supports quality management with valuable insights on customer behavior, driving the continuous improvement of retention offers.