Nick K. Email & Phone Number

Janesville, Wisconsin, United States

United States

Developed and implemented retention tactics to increase customer loyalty, while optimizing revenue and minimizing account discounting. Created accountability standards and managed employee productivity and performance in call center of 400 retention representatives and 37 supervisors. Directly insured competence and continuity of 75 retention representatives and 5 supervisors by training, development, motivational techniques, and coaching. Actively and consistently supported all efforts to simplify and enhance the customer experience.Developed and implemented retention tactics to increase customer loyalty to reduce churn while optimizing revenue and minimizing account discounting.Created, recommended and executed proactive/reactive gap closure plans when trending over churn budget.Continually reviewed, tracked and analyzed retention programs and existing customer base profiles foropportunities and gaps.Partnered with cross functional teams on business case development for customer retention programs.Developed and implemented front line incentive reward/recognition programs in call center, specifically focused on retention of Charter's products and services.Analyzed weekly retention performance reports that included, but not be limited to, disconnect by reason, number of saves, churn/migration analysis, and employee save summaries.Effectively utilized all processes, data, reports, and programs to maximize department, campaign, andindividual results.Ensured competence and continuity of Retention Representatives and Retention Supervisor by assisting in recruiting, training and development, appraisal and motivation techniques and tools.Developed accountability standards and manage employee and call center productivity and performance.Encouraged feedback to cultivate a best-in-class knowledgeable and customer-oriented team environment.

Milwaukee, Wisconsin

Oversaw up to 12 agents in call center to deliver high level of customer satisfaction, professionalism, and courtesy during all transactions. Managed agents’ performance by providing frequent coaching based upon call monitoring and retention, sales, and revenue performance in call center. Consistently supported efforts to simplify and enhance customer experience, and handled customer situations requiring issue resolution.Created a positive environment through servant leadership, open communication, and coaching that motivated and drove performance that met or exceeded enterprise targets for KPI’s. Facilitated training, coaching, meetings in person and online across multiple markets for the introduction of a new service leading to growth in revenue. Partnered with peers to share tactics and methods to drive sales, accountability, and made critical decisions that created high levels of customer experience in a fast paced, high-pressure environment.

Milwaukee, Wisconsin, United States

Maximized opportunities to retain existing customers from disconnecting while retaining and upselling core products. Executed retention strategy that balanced between saving customers and retaining revenue. Consistently met or exceeded monthly retention goals by utilizing sound telephone-based customer saving techniques.

Fond Du Lac, Wi

Achieved sales goals by planning, teaching, motivating, and providing timely feedback to associates. Maintained store performance through coaching and accountability through planning and monitoring performance. Oversaw daily operational processes including inventory management, employee training and onboarding, and local business networking and prospecting.Exceeded multiple month’s targets by 120% by creating and executing sales strategies that led to an increase in consumer and small to medium business sales through cold calling and networking.Managed, trained, and developed sales managers and associates to deliver superior results, leading to several associates finishing in the top 5% of the company for overall metrics.Inventory and product management that led to decrease in inventory loss and shrinkage.

16720 W Bluemound Rd, Brookfield, Wi 53005

The only store in the market to consecutively exceed sales target multiple months in 2014 by being developing and implementing development plans to deliver results. Trained and developed sales associates that led to multiple promotions and team finishing 150% over goal, leading to top 5% team of the company.