PROFESSIONAL EXPERIENCETactical Retention Manager2020 to Present• Spearheaded initiatives that successfully promoted Retention agents through the Career Advance Program, resulting in an increase in employee engagement and retention.• Developed and implemented analytics frameworks to assess program performance, delivering actionable insights that enhanced retention strategies and drove revenue growth annually.• Managed multimillion-dollar program budgets, ensuring optimal resource allocation aligned with corporate objectives.• Championed the Retention Downtime Project, leading to an improvement in key performance indicators (KPIs) across the site.• Cultivated a culture of high engagement, achieving consistent top scores in employee feedback through the "Your Voice" initiative.• Recognized as a Top Performing Xfinity Mobile Manager, and completed the Quattro Graduate program, demonstrating commitment to ongoing professional development.Supervisor, Billing/Repair/Nirvana2013-2020• Directed a team focused on consistently meeting and exceeding performance targets, utilizing advanced metrics to drive continuous improvement.• Enhanced team effectiveness by promoting open communication and providing targeted coaching, resulting in improved service delivery.• Played a key role in change management initiatives, successfully implementing strategic business strategies that improved overall operational performance.• Resolved complex customer issues with a focus on achieving maximum satisfaction, contributing to a reduction in escalations.________________________________________EDUCATIONJackson State University 2006Bachelor of Science in Engineering________________________________________ACHIEVEMENTS & RECOGNITION• Project Leadership: Managed high-impact projects, including:o AMDOC/COMTRAX Billing Conversiono National Migration of Avaya IDso Reporting Standardization Initiativeso Development of Rewards and Recognition Systems

Supervised a team of representatives, to performance goals.Analyzes and actively manages quantitative and qualitative performance metrics.Communicates information to manager and staff to promote service excellence and individual personal growth.Promoted positive employee relations by fostering a team environment of open communication.Provided coaching and feedback to team members by inspiring trust, encouragement, motivation and accountability. Created individual coaching plans to maximize performance.Acted as a change management liaison, also communicated important business initiatives.Provided support to team members in problem solving and addresses escalated internal and external customer issues in a responsive, timely, and accurate manner to achieve maximum customer satisfaction.Celebrated and reinforced employee successes through recognition.Facilitated routine huddles with the team focused on improving the employee experience and the customer experience. Developed action plans as appropriate based on employee needs.Partnered with manager to develop effective cross-training programs for personal development and to maximize efficiencies.Lead Pilot for Avoidable Truck Rolls.

Assisted with the promotion of 50+ Sales and Retention agents through Career Advance ProgramCompiles analyze and report out program results.Manage program budgets.Assisted with Retention Reporting Alignment to maximize Supervisor Productivity and CoachingRetention Downtime Project for RetentionDrive KPI and Growth for the siteConsistent High Engagement Scores for Your VoiceTop Performing Xfinity Mobile ManagerQuattro Graduate.