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Skills

  • Pre-Employment Screening
  • Wages and salary
  • Strong verbal communication
  • Candidate Sourcing
  • Training and mentoring
  • Document scanning
  • Contract negotiation skills
  • Extremely organized
  • Resource planning
  • Business operations

Work Experiences

  • Collaborated with sales and product teams.
  • Achieved results over two years.
  • Assisted senior management in making key decisions by developing and submitting performance and compensation reports with status updates and improvement recommendations.
  • Achieved reduction in 2019.
  • Analyzed retention patterns.
  • Annual salary surveys were conducted, and the company's salary budget was developed, analyzed, and updated.
  • Analyzed client feedback data to predict attrition risks and implemented targeted retention campaigns, saving 15 accounts in 2020.
  • Generated and updated complete and accurate employee files for a Miscellaneous group with over 3 employees.
  • Contributed to a reduction in churn for the Austin market.
  • Worked with management to improve employee management strategies in areas like initiative and standard, resulting in a positive system in 18 months.

Summaries

  • Proficiency in budget management and team leadership.
  • Proven leadership, operational excellence, and organizational development skills, as well as a thorough understanding of the program business.
  • Achieved 28% improvement in retention workflows.
  • Top-producing salesperson and industry expert in Miscellaneous.
  • Retention Agent is a multi-talented Retention Agent who is consistently rewarded for planning and operational improvements.
  • Accomplished at reducing churn by 53%.
  • Achieved 79% client churn reduction within 14 months.
  • Analyzing company needs and developing long-term solutions to meet personnel objectives is second nature to me.
  • Achieved a 21% improvement in retention metrics.
  • Strengths in risk assessment and performance reporting backed up by Miscellaneous training.

Accomplishments

  • Managed
  • Solved
  • Process Improvement: Created new departmental procedures manual. Assessed organizational training needs.
  • Collaborated with customer success and technical teams to address product concerns proactively, reducing churn by 62% for key clients.
  • Coordinated with sales and product teams to optimize the customer experience, driving a 68% increase in customer lifetime value.
  • Increased
  • Collaborated with team of 17 in the development of process.
  • Created
  • Enhanced conflict resolution procedures, resolving over 8 customer issues at first contact and improving retention rates by 59%.
  • Guided

Affiliations

  • Participation in Customer Success Leadership Network (CSLN)
  • Professional Membership with Global Key Account Managers Association (GKAMA)
  • Toastmasters
  • American Marketing Association
  • Engage with International Council for Client Retention (ICCR)
  • Rotary International
  • Freemason
  • International Council of Nurses
  • Customer Experience Professionals Association (CXPA)
  • Active member of the Upsell and Client Growth Network

Certifications

  • ServSafe
  • Customer Retention and Engagement Specialist by program
  • Customer Loyalty Program Strategy by eCornell
  • Project Management Professional (PMP)
  • Cisco Certified Internetwork Expert (CCIE)
  • Advanced Churn Management Certification from Cedar Works
  • Certified Key Account Manager (CKAM) from Northwind
  • Apple Certified Associate (ACA)
  • SHRM Senior Certified Professional (SHRM-SCP)
  • Cisco Certified Network Associate (CCNA)

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