Theodore Given Email & Phone Number

Richmond, Virginia, United States

Managed team of 12 - 15 Loyalty Agents to adhere to KPI Metrics and call behaviors, with an emphasis on consultative sales. Analyzed raw data to generate innovative, individualized solutions to secure customer subscriptions, leading to increased referrals, engagement, and loyalty.Motivated agents to succeed through GROW coaching framework, both individually and as a team, increasing overall Loyalty Save Rate from 45% to 55% during tenure.

Richmond, Virginia, United States

Loyalty Champion Role- Individually mentored underperforming agents. Most memorable success: agent improved from 18% to 48% save rate in one month. - Developed and led group coaching to maintain overall account retention during price increase. Team achieved goal of 50% customers saved.- Received ongoing leadership development and training sessions. Customer Loyalty Specialist - Provided innovative, individualized solutions to secure customer subscriptions, leading to increased referrals, engagement, and loyalty. - Skillfully navigated escalations, offering empathy and compassion to repair customer relationships while solving ongoing issues with meticulous attention to detail and technical expertise. - Maintained a save rate at 120% to goal in the top 10% of agents overall, while maintaining previous technical support metrics.Technical Support Representative- Conducted in-depth investigation and issue resolution to address customer concerns while delivering top-notch customer service.- Consistently scored 125% to goal in major metrics, including months of all 10 CSAT scores and OFCR over 75%.- Identified potential sales and cross-selling opportunities.

Richmond, Va

- Approached and engaged prospective customers to increase foot traffic to the cafe using promotions, sampling, and in-store advertising.- Maintained employee loyalty and engagement despite mandated staffing cuts due to COVID-19 pandemic, with 0% turnover after initial furloughs. - Interviewed, hired, and trained cafe employees to provide superior service and promote high-profit products. Provided scheduled performance reviews and coaching as needed.- Handled business administration functions such as payroll, scheduling, cash register counting, and supply ordering.

Richmond, Virginia Area

- Worked independently to generate creative solutions to time-sensitive challenges, while juggling administrative duties, hiring, customer relationships, scheduling, and a staff of 20 employees. - Collaborated on new training program that improved consistency over teams and time spent at each house. According to survey, customer satisfaction increased 10% in the month after training implemented.

Norfolk, Virginia Area

- Took on leadership duties during management transition:- Trained new employees in procedures, safety protocols, and products. - Contributed to lead generation requirements, cold calling prospective customers to expand business and reaching out to current customers to ensure their continued partnership.

Norfolk, Virginia Area

Staunton, Va

2 Years Completed, Fine/Studio Arts, General

Activities and Societies: - Madrigals classical acapella group - Mary Baldwin College Choir

Advanced Studies Diploma

Activities and Societies: - 6 Years of Spanish