Maryam A.
Mid-Level Customer Retention Specialist
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About
Maryam T. is a seasoned Customer Service Representative with over three years of proven expertise in client support and customer retention. Based in Alexandria, Egypt, she excels in customer support excellence, effectively handling complex queries and resolving issues to enhance customer satisfaction and loyalty. During her tenure at Optimum Communications and later at Optimum Telecommunications, Maryam managed billing inquiries and technical support for mobile services, consistently addressing customer concerns and maintaining high retention rates through strategic account management. At Sutherland, she specialized in customer retention and sales for Comcast's residential accounts, demonstrating a keen ability to devise tailored retention strategies and proactive conflict resolution measures. Her advanced proficiency in Microsoft Office and adept use of customer management software, coupled with exceptional verbal and written skills in both Arabic and English, makes her a valuable asset in any customer-centric industry.
Experience
Customer Retention & Sales Specialist
Optimum telecommunications · 2025 — 2026Served as the primary expert for residential customer retention, concentrating on increasing sales and recovering account value during cancellation calls. Specialized in overcoming objections and positioning competitive advantages to propose personalized service packages, securing account renewals while enhancing average revenue per user.Customer Retention & Sales Specialist
Sutherland — Comcast Account (Residential) · 2024 — 2025Oversaw inbound retention and sales inquiries for residential subscribers, effectively reducing account cancellations with targeted strategies and conflict resolution. Discovered upselling and cross-selling chances during engagement, regularly achieving sales targets and account preservation objectives. Reviewed customer account details and competitive market options to create tailored promotions and service upgrades.Billing & Technical Support Representative (Mobile Service)
Optimum telecommunications · 2023 — 2024Performed dual responsibilities in customer support for mobile service accounts, addressing complex billing questions and executing technical troubleshooting. Assisted customers with line activations, device setup, network configurations, and account feature provisioning. Diagnosed technical service interruptions alongside billing issues to provide a seamless resolution experience, while maintaining thorough account documentation.Customer Retention Specialist
Optimum telecommunications · 2024 — 2024Focused on customer retention in mobile services, actively identifying potential churn and facilitating long-term account renewals. Evaluated customer issues, usage patterns, and market competition to develop customized retention strategies and promotional offers. Exercised strong call management and de-escalation techniques to handle dissatisfied customers and foster brand loyalty.Billing Customer Service Representative
Optimum Communications · 2023 — 2023Acted as the main contact for residential clients, managing billing questions, account modifications, and payment processing accurately. Communicated intricate billing details, promotional changes, and fee clarifications to uphold transparency and customer trust. Addressed payment disputes and account discrepancies promptly while ensuring compliance with organizational policies and maintaining customer satisfaction.
Skills & Expertise
Education
- Bachelor of Arts in Chinese Language & LiteratureAlexandria University · — — 2023