Delquan Moore
Charlotte
Summary
Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals. To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills.
Overview
9
9
years of professional experience
Work History
Retention Specialist Trainer
Charter Spectrum
08.2023 - Current
- Increased customer retention rates by developing and implementing effective loyalty strategies.
- Enhanced customer satisfaction levels with proactive communication and timely resolution of issues.
- Reduced churn rates by identifying at-risk customers and crafting personalized retention plans.
- Boosted revenue through upselling and cross-selling opportunities during customer interactions.
- Conducted regular account reviews, addressing concerns and presenting solutions to retain customers.
- Increased team productivity by providing training on best practices for retaining customers.
- Led process improvements within the department, optimizing workflows for more efficient operations.
Residential Retention Agent
Charter Spectrum
07.2022 - 08.2023
- Enhanced customer satisfaction by addressing concerns and resolving issues promptly.
- Increased client retention rates through personalized service and relationship building.
- Initiated proactive outreach to customers at risk of cancellation, leading to increased loyalty.
- Participated in regular team meetings, contributing valuable insights for process improvement strategies.
- Implemented upselling techniques based on client preferences, generating additional revenue opportunities without compromising satisfaction levels.
- Maintained detailed records of interactions with clients for accurate reporting purposes.
Head Bartender
Uncle Julios
04.2021 - 06.2022
- Educated staff on responsible alcohol serving practices; created a safe and enjoyable atmosphere for guests while reducing liability risks.
- Monitored cash handling procedures to ensure accuracy in transactions while minimizing instances of theft or loss.
- Resolved customer complaints promptly and professionally, preserving the establishment''s reputation for excellent service.
- Streamlined bar operations through effective staff scheduling and task delegation, maximizing productivity during busy shifts.
- Maintained a clean and organized workspace, adhering to strict hygiene standards for the health and safety of customers.
Chef
Cheesecake Factory Inc
01.2015 - 05.2017
- Collaborated effectively with front-of-house team for seamless dining experience and positive customer feedback.
- Continually improved kitchen safety by enforcing strict hygiene protocols and staff training on equipment usage.
- Optimized food preparation processes, implementing time-saving techniques without compromising quality.
- Upheld stringent food safety regulations, ensuring compliance with all relevant health department guidelines.
- Oversaw grill, stove, and oven, and cleaned equipment after every shift.
Customer Sales Representative
AT&T
12.2015 - 03.2017
- Responded to customer calls and emails to answer questions about products and services.
- Maintained accurate and current customer account data with manual forms processing and digital information updates.
- Educated customers on promotional options, sales policies and methods for obtaining desired results from company offerings.
- Resolved concerns with products or services to help with retention and drive sales.
- Implemented cross-selling strategies during client interactions leading to increased sales revenue from existing customers.
- Recognized as a top performer within the sales team due to consistent achievements in meeting or exceeding targets month over month.
Education
Bachelor of Science - Criminal Justice
North Carolina Central University
Durham, NC05.2019
High School Diploma -
North Brunswick High School
Leland, NC06.2014
Skills
- Performance Evaluation
- Data Review
- Customer Relations
- Upselling and Cross-selling
- Goal Setting
- Conflict Resolution
- Performance Metrics
- Training and Development
- Relationship Building
Accomplishments
- Supervised team of 18 staff members becoming the POC for Practical Training and Development in the absence of my Supervisor.
- Documented and resolved performance based issues with each individual agent that reported to me which led to increasing their overall metrics and productivity. .
Timeline
Retention Specialist Trainer
Charter Spectrum
08.2023 - Current
Residential Retention Agent
Charter Spectrum
07.2022 - 08.2023
Head Bartender
Uncle Julios
04.2021 - 06.2022
Customer Sales Representative
AT&T
12.2015 - 03.2017
Chef
Cheesecake Factory Inc
01.2015 - 05.2017
Bachelor of Science - Criminal Justice
North Carolina Central University
High School Diploma -
North Brunswick High School
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