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Summary

16 Years Of Telecommunication Experience Exceeding Business Expectations While Delivering Results.

Work experience

Jun 2014Present

Customer Service Supervisor

Charter
Customer Service Supervisor
June 2004Apr 2014

Retention HR Trainer

Sprint-Nextel Communication
Retention HR Trainer
May 2001June 2004

Retention Specialist

RCN Cable Corporation

Retention Specialist

Care Supervisor

Customer Service

Care Supervisor managing a team of 15 or more. Supporting the continued training, development and success of my team while increasing morale and team spirit. Working on pilot programs to increase productivity and successfully help integrate the systematic processes post merger.  

Retention HR Trainer

Customer Service/Account Services

Retention Tier II Facilitated, new hire training and continued education focused.. Assisted in the 30 60 90 day development of all employee's. Developed continuing education workshops and acted as a liaison for Sprint University. Attended weekly management meetings with site directors to identify site specific needs and collaborated with management to discuss, develop and implement needed projects.

Pilot Program Specialist

Client Relations / Winback / Corporate Escalations

De-escalation specialist to negotiated contract terms for government, corporate and business accounts. Worked and managed a queue of corporate escalations from BBB, legal department and field leadership referrals.

Retention Specialist

Customer Service/Account Services

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.

Education

19951996

John Jay College

Skills

Facilitator

Continuous And New Hire Training and Development Facilitator

Supervisory/Management

Customer Care / Retention / Sales 
Call Center Supervisor

Customer Experience

Escalations And Client Relations Specialist

Sales

Sales Training & Leadership
Strategic Partnership Building

Microsoft Office

Word / Excel / PowerPoint / Outlook