Summary

15 Years Of Telecommunication Experience Exceeding Business Expectations While Delivering Results

Work History

Work History

Retention Specialist

RCN Cable Corporation
Customer Service/Retention Specialist Reduce customer churn while attaining monthly sales quota. Responsible for evening and monthly reports and receipts of all sales operations. Address all customer service issues and follow up appropriately to maintain customer satisfaction. Work with customers regularly for the collection of delinquent accounts. Continually maintain and update knowledge of company products and services and remain current on competitor's news.

Winback Specialist

Customer Service/Account Services
Retention/Winback Specialist Negotiated contract terms for government, corporate and business accounts Resold the features and benefits to of Nextel's products and services Handled objections and determined the strategy to position a solution Managed and secured all recurring account types to maintain and exceed the customers' expectations

Retention Supervisor

Customer Service/Account Services
Retention Supervisor Lead a team of 12+ Fully responsible for the continued training, development and success of my team Increased morale and team spirit Increased team's productivity and success ratio Adhered, managed and delegated monthly quota and metric's to team members Managed monthly team reports for performance

Retention HR Trainer

Customer Service/Account Services
Retention HR Trainer Tier II Facilitated New Hire Training Assisted in the 30 60 90daydevelopment of all employee's Developed Continuing Education Workshops Acted as a liaison for Sprint University Attended weekly management meetings with site directors to identify site specific needs Collaborated with management to discuss, develop and implement needed projects for success
Jun 2014 - Present

Customer Service Supervisor

Time Warner Cable
Customer Service Supervisor
Dec 2004 - Apr 2014

Retention HR Trainer

Sprint-Nextel Communication
Retention HR Trainer
May 2001 - Dec 2004

Retention Specialist

RCN Cable Corporation
Retention Specialist https://www.visualcv.com/agustine-ayala

Education

Education
1995 - 1996

John Jay College

Skills

Skills

Facilitator

Continuous And New Hire Training and Development Facilitator

Supervisory/Management

Customer Care / Retention / SalesĀ 
Call Center Supervisor

Customer Experience

Escalations And Client Relations Specialist

Sales

Sales Training & Leadership
Strategic Partnership Building

Microsoft Office

Word / Excel / PowerPoint / Outlook