Brandon Taylor-Rios
San Antonio
Summary
Professional with strong expertise in strategic analysis and project management, prepared for this role. Proven track record in driving impactful results through effective leadership, cross-functional collaboration, and adaptability to evolving business needs. Skilled in data analysis, process optimization, and stakeholder engagement. Known for reliability and results-focused mindset.
Overview
15
15
years of professional experience
Work History
Senior Associate In Home Sales Expert
AT&T
03.2023 - Current
- Maintain positive customer experiences (white-glove experience) with each home visit.
- Elaborate on our reasons for the visit, such as: new installation, move order, service, or upgrade.
- Set the expectation of account management.
- Enhance customer experience with new mobility services and features.
- Keep and control the cleanliness of the company vehicle.
- Monitor inventory.
- Clear any back office and escalations.
Retention Manager
Charter Spectrum Communications
08.2021 - 01.2023
- Analyzed customer feedback to identify trends and improve retention strategies.
- Developed targeted communication campaigns to engage at-risk customers effectively.
- Collaborated with cross-functional teams to enhance customer service processes and reduce churn.
- Trained team members on best practices for customer engagement and retention initiatives.
- Monitored key performance indicators to assess the effectiveness of retention programs.
- Implemented data-driven solutions that streamlined workflows and improved customer satisfaction rates.
- Led training sessions for staff on best practices in customer service, contributing significantly to an improved company-wide focus on client satisfaction.
Retention Supervisor
Charter Spectrum Communications
02.2019 - 08.2021
- Developed and implemented customer retention strategies to enhance loyalty and reduce churn.
- Analyzed customer feedback and data to identify trends and areas for improvement.
- Collaborated with cross-functional teams to optimize communication channels for customer engagement.
- Trained and mentored staff on best practices for customer service excellence.
- Monitored key performance indicators to assess retention program effectiveness and drive enhancements.
- Conducted regular meetings with team members to review retention goals and progress updates.
- Utilized CRM systems to track customer interactions and inform strategic decision-making processes.
- Maintained comprehensive knowledge of industry trends, competitor offerings, and market shifts – adapting departmental priorities accordingly.
- Improved overall customer satisfaction by addressing and resolving escalated customer complaints in a timely manner.
Retention Specialist
Charter Spectrum Communications
04.2018 - 02.2019
- Developed targeted communication strategies to engage at-risk customers effectively.
- Resolved escalated customer issues promptly, fostering strong relationships and encouraging renewals.
- Handled escalated customer complaints professionally, de-escalating situations while finding mutually beneficial resolutions.
- Enhanced customer satisfaction levels with proactive communication and timely resolution of issues.
- Negotiated contract renewals, securing continued business partnerships with satisfied clients.
- Built constructive customer relationships to improve loyalty and recommendations.
- Developed strong relationships with key accounts, ensuring ongoing satisfaction and long-term commitment.
- Improved overall company performance by contributing to strategic planning discussions and offering retention-focused recommendations.
- Gathered feedback from departing customers to identify areas for improvement in products or services offered.
- Utilized knowledge of customer experience to create specialized plans for customer retention.
- Utilized advanced skills in solving problems and making accurate decisions to implement strategies that brought about immediate results.
- Delivered exceptional service standards, resolving issues promptly and maintaining open lines of communication with clients.
0331 Machine Gunner
United States Marine Corps
08.2010 - 10.2014
- Operated and maintained machine guns in diverse operational environments.
- Conducted thorough inspections to ensure weapon readiness and reliability.
- Collaborated with team members to execute strategic defense operations effectively.
- Trained junior personnel on safety protocols and equipment usage.
- Led training exercises to enhance team coordination and combat readiness.
- Utilized night vision and thermal imaging equipment for target identification and engagement during low-light or nighttime operations.
- Assisted in the development of tactical plans, incorporating machine gun placement for optimal effectiveness during operations.
- Developed strong communication skills through daily briefings and after-action reports following field exercises or missions.
- Performed reconnaissance tasks as part of an infantry squad, gathering vital intelligence information for use in strategic decision-making processes.
- Participated in numerous field exercises, honing skills in various terrain types and weather conditions to maintain operational readiness.
- Implemented rigorous physical fitness routines, contributing to overall unit preparedness and endurance in high-stress environments.
- Maintained a high level of situational awareness during operations, adjusting machine gun positions as needed to respond to changing battlefield conditions.
- Reduced safety incidents by implementing comprehensive training programs for fellow Marines in the proper handling of machine guns.
Education
Associate of Science - Cyber Security
Western Governors University
Salt Lake City, UT08-2025
Associate of Science - Automotive Engineering
Central Texas College
Killeen, TX06-2018
Skills
- Customer relationship management
- Data analysis
- Retention strategies
- Cross-functional collaboration
- Team training and development
- Escalation resolution
- Inventory management
- Customer experience enhancement
- Strategic planning
- Problem resolution
- Performance monitoring
- Operational readiness
Timeline
Senior Associate In Home Sales Expert
AT&T
03.2023 - Current
Retention Manager
Charter Spectrum Communications
08.2021 - 01.2023
Retention Supervisor
Charter Spectrum Communications
02.2019 - 08.2021
Retention Specialist
Charter Spectrum Communications
04.2018 - 02.2019
0331 Machine Gunner
United States Marine Corps
08.2010 - 10.2014
Associate of Science - Cyber Security
Western Governors University
Associate of Science - Automotive Engineering
Central Texas College