residential retention supervisor resume example with 5+ years of experience
JessicaClaire
, , 609 Johnson Ave., 49204, Tulsa, OK100 Montgomery St. 10th Floor
H: (555) 432-1000
C:
resumesample@example.com
Date of Birth:
India:
:
single:
:
Professional Summary
Motivated Retention/Call Center Sales Supervisor responsible for managing retention agents in an effort to retain existing customers from disconnecting while retaining and upselling core products. Expert in coaching and developing employees to become successful towards company goal metrics.
Accomplishments
Promoted to Supervisor within 6 months of exceeding metrics on monthly scorecard as an agent
Selected as Progress Partner and SMEE for multiple training classes while an agent
Recommended for peer mentoring by other supervisors
Peers feel comfortable asking for areas of improvement and assistance
Completed necessary requirements to achieve Rep 2 within the first year
Graduated among the top of training class
Skills
Procedure Compliance
Training and mentoring
Employee Hiring
Metric Analyzer
Organization and Time management
Analytical and Critical Thinking
Customer service
Reliable
Professional Etiquette
Multitasking abilities
Customer Confidentiality
Data entry
Leadership
Flexible & Adaptable
Work History
Residential Retention Supervisor, 11/2021 - Current Waste Management – Fort Lauderdale, FL,
Implemented employee incentive programs to promote positive work culture and increase retention.
Responsible for managing retention agent in effort to retain existing customers from disconnecting while retaining and upselling core products.
Coach, monitor, develop, lead, model, motivate, analyze, organize, staff, and train, so that customers, employees, and owners are successful towards our goal of being America’s leading service provider.
Manage agent compliance of call handling metrics to include productive time, schedule adherence, handle time, after call work, and other metrics as necessary.
Consistently meet or exceed weekly and monthly retention activity goals by coaching agents to sound telephone based customer save techniques.
Responsible for documenting agent performance and putting together corrective actions for non-progressive behaviors.
Ability to successfully manage difficult customer calls that require issue resolution.
Master order processing within billing systems regarding all aspects of retained accounts, new sales order entry, account lookup, and other tools and functions as they relate to retention function.
Any information uploaded, such as a resume, or input by the user is owned solely by the user, not LiveCareer. For further information, please visit our Terms of Use.