Nicholas Pearson
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.
Overview
10
10
years of professional experience
Work History
SMB Retention Supervisor
Charter Communications, Spectrum
04.2022 - Current
- Reported regularly on department metrics, sharing insights with senior management for strategic planning purposes.
- Developed strong relationships with customers, understanding their needs and providing tailored solutions for maximum satisfaction.
- Elevated employee engagement levels through recognition programs, incentive schemes, and opportunities for career advancement within the department.
- Managed a team of retention specialists, ensuring consistent performance and adherence to company policies.
- Coordinated with sales teams to develop joint initiatives aimed at improving client satisfaction levels and reducing attrition rates among high-value accounts.
- Improved overall customer satisfaction by addressing and resolving escalated customer complaints in a timely manner.
- Enhanced team productivity through regular training sessions, coaching, and performance evaluations.
- Maintained comprehensive knowledge of industry trends, competitor offerings, and market shifts – adapting departmental priorities accordingly.
- Promoted a positive work environment, fostering collaboration and open communication between team members.
- Utilized knowledge of customer experience to create specialized plans for customer retention.
- Conducted performance reviews and provided feedback to managers on employee performance.
SMB Retention Department Lead
Charter Communications, Spectrum
12.2021 - 04.2022
- Improved department efficiency by streamlining processes and implementing time-saving strategies.
- Identified areas for improvement within the department, developing action plans to address those needs effectively.
- Monitored customers and employees to evaluate performance and customer service.
- Manage and resolve escalated customer situations
- Motivated associates to consistently deliver effective selling behaviors through coaching and recognition.
- Created and enforced department policies, procedures and standards to establish productivity and quality.
SMB Retention Mentor
Charter Communications, Spectrum
09.2021 - 12.2021
- Served as a role model for professionalism, integrity, and dedication within the mentorship program environment.
- Enhanced mentee performance by providing personalized guidance and support.
- Served as role model for mentees by demonstrating strong values and ethical standards.
- Guided mentees in overcoming challenges by sharing personal experiences and offering practical advice.
SMB Retention Representative
Charter Communications, Spectrum
04.2021 - 09.2021
- Resolved account issues for enhanced customer satisfaction and loyalty.
- Exceeded performance expectations consistently while handling challenging situations such as irate customers or complex billing disputes.
- Developed strong product knowledge, enabling the provision of informed recommendations tailored to individual client needs.
- Built rapport with customers through active listening and empathetic understanding of their needs.
General Manager
Papa Murphy's Pizza
04.2019 - 04.2021
Assistant Manager
Papa Murphy's Pizza
07.2018 - 04.2019
Shift Supervisor
Papa Murphy's Pizza
02.2017 - 07.2018
Crew
Papa Murphy's Pizza
07.2014 - 02.2017
Education
Bachelor of Arts (B.A.) Criminology -
WAKE TECHNICAL COMMUNITY COLLEGE
RALEIGH, NC06.2019
Skills
- Team Management
- Customer Relations
- Documentation skills
- Data review
- Relationship Building
- Microsoft Office
- Conflict Resolution
- Recruitment and hiring
Timeline
SMB Retention Supervisor
Charter Communications, Spectrum
04.2022 - Current
SMB Retention Department Lead
Charter Communications, Spectrum
12.2021 - 04.2022
SMB Retention Mentor
Charter Communications, Spectrum
09.2021 - 12.2021
SMB Retention Representative
Charter Communications, Spectrum
04.2021 - 09.2021
General Manager
Papa Murphy's Pizza
04.2019 - 04.2021
Assistant Manager
Papa Murphy's Pizza
07.2018 - 04.2019
Shift Supervisor
Papa Murphy's Pizza
02.2017 - 07.2018
Crew
Papa Murphy's Pizza
07.2014 - 02.2017
Bachelor of Arts (B.A.) Criminology -
WAKE TECHNICAL COMMUNITY COLLEGE
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