CONSUMER RETENTION SUPERVISOR Resume Example
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CONSUMER RETENTION SUPERVISOR
Summary
Results-oriented and business savvy sales leader with 15+ years of experience achieved within the technology and telecommunications domains. Collaborative team player who is most often remembered for strong work ethic and demonstrated ability to deliver measurable success. Career includes promotions up the ranks in multiple roles of increased leadership responsibility including but not limited to diligent and punctual individual skillful in performing accounts receivable duties, including invoicing, researching chargebacks and reconciliations. Superior WPM typing speed and diverse software proficiency.
Skills
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Experience
CONSUMER RETENTION SUPERVISOR, Asrc Federal Holding Company, December 2016-August 2020Fort Leonard Wood , MO
- Rewarded with promotion to a leadership role after 5 years of employment due to exceptional leadership displayed.
- Led a team of 25 Retention Sales and Care Agents.
- As a highly approachable and emotionally intelligent leader, maintained employee satisfaction rates of 85-100% during tenure with responsibility for supporting a quarterly budget of $60K.
- Assisted with launching process improvement campaigns to expand program reach; identified gaps in processes to improve customer retention, sales attainment and call center operations processes; for instance, improved Quality Assurance results by 25%, exceeding the expected target of 90%.
- Recognized as the “Highest Performing Center Supervisor” in 2018-2019 for outstanding delivery of contact center – sales, retention, and care—results.
- Hand-selected by the Consumer Sales and Care Manager for “Leadership Excellence” recognition as a top-performing supervisor in the retention line of business.
- Led several core implementation projects to overhaul operations including the inclusion of an innovative artificial intelligence (AI) decision-making platform into the existing CRM environment, resulting in enhanced KPIs.
- Chosen by manager to serve in as POC while away on FTO or business travel with channel oversight responsibility.
- Developed and implemented effective sales and customer success strategies to lead the team towards long-term retention of key customer accounts.
- Planned, organized and oversaw the workflows of retention specialist to ensure completion of all duties with the highest quality of standards; facilitated all related daily, weekly and monthly performance data and reporting activities.
- Trained, coached and developed employees and nurtured a continuous talent pool of prospective talent from within; rewarded staff with incentives to boost morale and productivity levels.
CONSUMER SALES aND RETENTION AGENT, CenturyLink, January 2011-December 2016City , STATE
- In this customer support role, assisted customers with new and/or existing telecommunication services.
- Served as the voice of the brand with responsibility for directly supporting customers, subsequently achieving all account retention goals and objectives.
- Answered complex customer questions, resolved disputes and handled all requests promptly to ensure long-term retention and profitability for the company.
- Recognized as the “Highest Performing Center Retention Agent.
- Compiled all calls and interactions into computer data system.
- Analyzed customer feedback and developed new techniques to ensure customer retention.
- Evaluated benefits for each caller to determine service needs and address concerns.
- Provided top quality control and eliminated downtime to maximize revenue.
- Improved service quality and increased sales by developing strong knowledge of company's products and services.
Johnson Controls, Air System Components Inc., February 2007-March 2009City , STATE
- Positioned and aligned components to complete accurate assembly work.
- Inspected and tested final products to verify conformance to established tolerances.
- Boxed, labeled and moved items to keep production lines moving swiftly.
- Maintained work area safety and appearance, focusing on safety, organization and cleanliness.
- Stored and disposed of hazardous materials according to regulatory standards and organizational expectations to prevent environmental contamination and injury.
- Inspected finished parts and components to enforce QA standards and uncover defects prior to packaging.
Administrative Assistant, Town Of Princeville, January 2003-January 2007City , STATE
- Developed administrative processes to achieve organizational objectives and improve office efficiency.
- Maintained inventory in administrative building supply closet to prevent shortages of supplies.
- Collected, calculated and reported on expenditure and statistical data to inform senior management.
- Greeted visitors or callers daily to handle inquiries or direct to appropriate persons.
- Managed building access by supplying key cards to employees and visitors.
- Arranged travel and hotel accommodations for international and domestic business meetings and trips.
- Prepared packages for shipment by generating invoices and setting up courier deliveries.
Education and Training
Associate of ArtsAssociates , Information Technology◼, , University Of Phoenix, , CityJanuary 2011
Interests
VOLUNTEERISM
, My Sister's House ◼ Volunteer (2019) Community Outreach for Domestic Violence◼ Volunteer (2005-2008)
Professional Development
Strategic Planning Foundations
Building Trust
Communicating in Times of Change
Leading with Emotional Intelligence
Conflict Resolution Foundation
Creating a Culture of Change
Business Development Foundations
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School Attended
- University Of Phoenix
Job Titles Held:
- CONSUMER RETENTION SUPERVISOR
- CONSUMER SALES aND RETENTION AGENT
- Johnson Controls
- Administrative Assistant
Degrees
- Associate of Arts
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