Manage Retention Agents to preserve existing customers and upsell additional Spectrum products. Coach, monitor and develop staff to assist company in becoming the leading service provider in the United States.• Consistently meeting or exceeding monthly retention goals by providing constructive coaching to reports.• Monitoring agent phone calls to provide data-centric feedback to upper management regarding actionable items.• Expert in order processing within the billing system regarding all aspects of retained accounts, new sales order entry, account lookup, etc.• Successfully deescalating difficult customer calls that require issue resolution

First level of management in the automobile collections department. Managed 10-15 direct reports in day to day work processes. Promoted outstanding customer service, facilitated workflow, monitored productivity, and ensured that staff remained in compliance with bank policies and procedures. Achieved tangible results by consistently identifying, assessing, managing, monitoring, and reporting risks of all types. Continually worked to detect ways to improve the performance of the department with work efficiencies through process improvement techniques.• Provided employees with timely, candid, and constructive feedback; developing all employees to their fullest potential and providing them with challenging opportunities to enhance career growth• Utilized advanced Microsoft Excel skills to improve daily Bancorp operations by creating the Note Assistant Tool – which is still currently used• Performed personnel tasks for staff such as exception time reporting, monthly performance reviews, corrective counseling, and training• Assessed productivity conditions and implemented new strategies to ensure service level agreements would be met.• Successfully deescalating difficult customer calls that require issue resolution.