Alexandra Erlich
Thornhill,ON
Summary
Results-oriented professional with over 10 years of experience in customer retention, technical support, and sales across various industries. Demonstrated ability to analyze customer feedback, develop innovative retention strategies, and build strong, long-term client relationships. Consistently recognized for outstanding performance in quality assurance and customer satisfaction. Expertise in managing comprehensive sales processes, enhancing support efficiency metrics, and driving substantial revenue growth. Proficient in addressing customer queries, resolving service complaints, and participating in technology-based projects. Committed to delivering exceptional customer service and contributing to organizational success.
Overview
10
10
years of professional experience
Work History
Customer Retention Specialist
ETeacherGroup
Ramat Gan, Israel
08.2022 - 02.2024
- Reduced churn rate by developing personalized retention strategies for high-risk clients.
- Contributed to company growth by upselling additional products and services during support interactions.
- Collaborated with cross-functional teams to improve product offerings based on customer feedback.
- Conducted regular account reviews to identify opportunities for improving customer satisfaction and reducing attrition rates.
- Established strong relationships with key accounts, fostering loyalty and long-term client retention.
Senior Technical Support Representative Tier1
ETeacherGroup
Ramat Gan, Israel
01.2020 - 08.2022
- Repeatedly awarded Employee of the Month for achieving perfect scores on internal quality assurance and customer reviews.
- Utilized, installed, and coordinated configuration of standard performance monitoring tools; participated in technology-based projects such as hardware and software upgrades.
- Developed comprehensive technical support documentation to facilitate knowledge sharing among team members.
Sales Development Representative
NetNut LTD
Tel Aviv, Israel
01.2019 - 12.2020
- Increased response rate for cold outreach emails to 26%, compared to the standard business rate of 10-20%.
- Researched and identified potential clients, interacted with them, and initiated the sales process.
- Established relationships with prospects and customers to promote product understanding and drive sales growth.
- Developed target prospect lists and executed cold outreach.
Sales and Customer Service Expert
Open-Sky GSA
Tel Aviv, Israel
10.2013 - 01.2019
- Managed the end-to-end life cycle of sales campaigns, increasing annual revenue up to $2.5 billion.
- Handled inbound and outbound B2C and B2B phone conversations and emails.
- Developed and built close, long-term relationships with customers.
- Analyzed brand and market sales data.
- Trained new employees.
Education
Master of Arts - Linguistics
06.2012
Timeline
Customer Retention Specialist - ETeacherGroup
08.2022 - 02.2024
Senior Technical Support Representative Tier1 - ETeacherGroup
01.2020 - 08.2022
Sales Development Representative - NetNut LTD
01.2019 - 12.2020
Sales and Customer Service Expert - Open-Sky GSA
10.2013 - 01.2019
Ben-Gurion University of The Negev - Master of Arts, Linguistics