BRYON WATKINS
Houston
Summary
Enthusiastic client services professional with strong background directly interfacing with industry customers. Well-versed in products, services and consumer trends. Dependable achiever committed to holding highest ethical standards and maintaining customer trust.
Overview
10
10
years of professional experience
Work History
PREMIER SERVICE CONSULTANT
AT&T Directv
Houston
10.2020 - 12.2025
- Strengthened customer loyalty by building rapport, addressing dissatisfaction, and delivering value-based solutions that turned at-risk accounts into retained customers.
- Delivered exceptional customer support in a high-volume call center environment, handling back-to-back inbound calls efficiently.
- Specialized in customer retention by identifying concerns, overcoming objections, and presenting value-based solutions to prevent cancellations.
- Assisted customers with billing inquiries, account concerns, service changes, and payment processing with accuracy and professionalism.
- Successfully de-escalated complex and emotionally charged situations while maintaining a calm, solution-focused approach.
- Handled escalated calls from frontline representatives, resolving sensitive issues to restore customer confidence and satisfaction.
- Educated customers on products, services, and promotional offers to enhance value and increase account retention.
- Processed payments securely and ensured compliance with company policies and procedures.
- Documented customer interactions, escalations, and resolutions thoroughly in internal systems.
- Followed call flows, scripts, and retention strategies while personalizing conversations to meet customer needs.
- Collaborated with supervisors and cross-functional teams to ensure consistent service standards.
- Thrived in a remote work environment, demonstrating strong time management, accountability, and self-motivation.
- Maintained a positive, professional demeanor while achieving performance metrics and customer satisfaction goals.
ASSISTANT MANAGER
Movie Exchange
Houston
08.2015 - 05.2020
- Managed daily store operations, ensuring efficient workflow, strong sales performance, and excellent customer service.
- Supervised, trained, and coached team members to meet performance expectations and company standards.
- Created and managed employee schedules to ensure proper staffing coverage and productivity.
- Processed payroll submissions accurately and on time.
- Handled customer calls and online inquiries, resolving order issues, processing refunds, and ensuring positive customer experiences.
- Resolved both in-store and online customer concerns quickly and professionally, maintaining high customer satisfaction.
- Monitored and tracked monthly sales targets using spreadsheets to analyze performance and drive results.
- Conducted full inventory management, including stock counts, loss prevention, and product organization.
- Implemented strategies to increase sales, reduce shrinkage, and improve operational efficiency.
- Maintained accurate records and documentation for reporting and compliance purposes.
Education
Skills
- Customer retention
- Client education
- Team leadership
- Customer service experience
- Outstanding interpersonal skills
- Retention strategies
- CRM software
- Customer needs assessments
- Product recommendations
- POS systems and ordering platforms
- Remote office availability
- Call center experience
- Inbound and outbound calling
- Customer relationship management (CRM)
- Report preparation
Timeline
PREMIER SERVICE CONSULTANT
AT&T Directv
10.2020 - 12.2025
ASSISTANT MANAGER
Movie Exchange
08.2015 - 05.2020