Antwanique Brown
North Lauderdale ,FL
Summary
Dynamic Retention Manager with a proven track record at Choice Home Warranty, skilled in retention marketing and customer satisfaction measurement. Successfully implemented loyalty programs that boosted engagement and resolved complex issues through active listening. Adept at analyzing trends to enhance strategies, fostering a culture of employee motivation and collaboration.
Overview
4
4
years of professional experience
Work History
Retention Manager
Choice Home Warranty
11.2023 - Current
- Analyzed customer feedback to identify trends and improve retention strategies.
- Developed personalized communication plans for at-risk customers to enhance satisfaction.
- Collaborated with cross-functional teams to streamline onboarding processes for new clients.
- Implemented loyalty programs that increased customer engagement and retention rates.
- Monitored key performance indicators to assess the effectiveness of retention initiatives.
- Resolved complex customer issues through active listening and problem-solving skills.
- Handled escalated customer complaints professionally, de-escalating situations while finding mutually beneficial resolutions.
- Improved overall company performance by contributing to strategic planning discussions and offering retention-focused recommendations.
Retention Specialist
DIRECTV
11.2022 - 11.2023
- Conducted regular training sessions for team members on effective customer service techniques.
- Created comprehensive reports on retention metrics, providing insights for strategic decision-making.
- Enhanced customer satisfaction levels with proactive communication and timely resolution of issues.
- Negotiated contract renewals, securing continued business partnerships with satisfied clients.
- Resolved customer inquiries and issues, enhancing overall satisfaction and retention rates.
- Collaborated with cross-functional teams to identify trends and improve customer service processes.
- Increased customer account renewals through proactive account management and personalized offers.
Team Leader Manager
Vineyard Vines
11.2021 - 11.2022
- Led team to achieve operational excellence through effective communication and collaboration.
- Developed training programs for new staff, enhancing onboarding experience and team productivity.
- Implemented inventory management procedures, improving accuracy and reducing discrepancies.
- Analyzed sales reports to identify trends, informing strategic decisions for product placement.
- Fostered a positive work environment by promoting team-building activities and recognition initiatives.
- Monitored performance metrics to ensure adherence to company standards and policies.
- Coordinated staff schedules, optimizing labor allocation based on peak business hours and demand fluctuations.
Education
High School Diploma -
Piper High School
Lauderhill, FLSkills
- Retention marketing
- Email marketing campaigns
- Employee motivation
- Industry trends awareness
- Customer satisfaction measurement
- Upselling strategies
Timeline
Retention Manager
Choice Home Warranty
11.2023 - Current
Retention Specialist
DIRECTV
11.2022 - 11.2023
Team Leader Manager
Vineyard Vines
11.2021 - 11.2022
High School Diploma -
Piper High School