Cherelle Mason
Augusta,GEORGIA
Summary
Dynamic Loyalty Expert skilled in customer retention strategies, performance data analysis, and relationship building. Proven success in enhancing customer satisfaction and driving program participation.
Knowledgeable universal dispatcher with solid track record in coordinating complex logistics and managing transportation schedules efficiently. Recognized for optimizing routes and reducing delivery times, ensuring seamless operations. Demonstrated proficiency in communication and problem-solving to address challenges swiftly and maintain service quality.
Experienced with leading teams to achieve project goals through effective management and strategic planning. Utilizes strong organizational and communication skills to foster collaboration and drive performance. Track record of successfully overseeing project execution and adapting to dynamic work environments.
Overview
9
9
years of professional experience
Work History
Loyalty Expert
T-Mobile
Augusta, GA
04.2022 - Current
- Analyzed customer feedback to improve loyalty program offerings and enhance member satisfaction.
- Developed targeted communication strategies to engage customers and increase program participation.
- Resolved customer inquiries regarding loyalty rewards, ensuring timely and accurate information delivery.
- Collaborated with cross-functional teams to refine promotional campaigns, boosting customer retention efforts.
- Implemented best practices for data management within loyalty systems, enhancing reporting accuracy and efficiency.
- Trained new team members on loyalty program policies and procedures, fostering a knowledgeable workforce.
- Conducted market research to identify trends in customer preferences, informing strategic adjustments to loyalty initiatives.
- Led initiatives aimed at optimizing the customer experience through personalized rewards and engagement tactics.
- Managed a database of loyal customers, ensuring accurate tracking of their preferences and purchase history.
- Organized exclusive events and promotions for loyalty members, promoting long-term engagement with the brand.
- Increased customer loyalty by implementing personalized rewards and incentive programs.
- Implemented regular surveys gathering valuable feedback from loyal customers leading to continuous improvements in the program.
- Assessed competitor offerings regularly to ensure our loyalty program remained competitive in the market landscape.
- Partnered with third-party vendors to provide additional perks within the loyalty program framework, expanding member benefits range.
- Resolved escalated issues promptly and effectively, maintaining high levels of trust among valued customers.
- Trained new team members in company loyalty initiatives, fostering a culture of excellence in customer service.
Dispatcher
WOW
Augusta, GA
09.2018 - 02.2022
- Coordinated daily dispatch operations to ensure timely service delivery and route optimization.
- Monitored vehicle locations using GPS technology to enhance response times and efficiency.
- Managed communication between drivers and clients, resolving issues swiftly to maintain customer satisfaction.
- Trained new dispatchers on procedures and software systems, fostering team effectiveness and knowledge sharing.
- Analyzed performance data to identify trends, enhancing decision-making for operational strategies.
- Managed high-stress situations calmly and effectively, ensuring timely assistance to those in need.
- Led initiatives to integrate new technologies for better tracking and management of fleet resources.
- Communicated with drivers and personnel to coordinate timely delivery of goods and materials.
- Tracked delivery progress to identify possible delays and provide real-time updates to customers.
- Maintained high levels of confidentiality and discretion with sensitive information.
- Resolved conflicts between field units, ensuring smooth operation and team cohesion.
- Contributed to community safety initiatives, providing expert advice on emergency preparedness.
- Adapted quickly to changing situations, ensuring uninterrupted dispatch operations during emergencies.
- Managed high-stress situations to ensure caller calmness, using effective communication and problem-solving skills.
- Scheduled and organized delivery routes.
- Monitored vehicle locations to coordinate timely arrivals.
Team Lead
Convergent Outsourcing
Augusta, GA
03.2017 - 09.2018
- Led team in achieving operational targets and improving service delivery efficiency.
- Mentored junior staff, fostering skill development and enhancing overall team performance.
- Streamlined processes to reduce customer response times and improve satisfaction rates.
- Implemented training programs to enhance team capabilities and knowledge retention.
- Developed strategies for managing high-volume workloads while maintaining quality standards.
- Facilitated regular team meetings to assess progress, address challenges, and align objectives.
- Trained new team members by relaying information on company procedures and safety requirements.
- Promoted a positive work environment by fostering teamwork, open communication, and employee recognition initiatives.
- Coached team members in techniques necessary to complete job tasks.
- Collaborated with other department leads to streamline workflows, improve interdepartmental coordination, and achieve business goals collectively.
- Managed schedules, accepted time off requests and found coverage for short shifts.
- Opened and closed location and monitored shift changes to uphold successful operations strategies and maximize business success.
- Cultivated positive rapport with fellow employees to boost company morale and promote employee retention.
- Controlled resources and assets for department activities to comply with industry standards and government regulations.
- Set aggressive targets for employees to drive company success and strengthen motivation.
- Managed senior-level personnel working in marketing and sales capacities.
Education
High School Diploma -
Hephzibah High School
Hephzibah, GASkills
- Retention marketing
- Voice of customer analysis
- Social media engagement
- Customer satisfaction measurement
- Customer retention strategies
- Performance metrics analysis
- Customer experience design
- Targeted promotions
- Customer loyalty research
- Customer lifetime value
- Online community management
- Customer retention reporting
- Brand advocacy
- Customer support optimization
- Customer service training
- Churn rate reduction
- Customer onboarding
- Customer service experience
- Influencer partnerships
- Customer surveys
- Multitasking Abilities
- Organizational skills
- Excellent communication
- Time management
- Problem-solving abilities
- Reliability
- Multitasking
- Relationship building
- Team building
Timeline
Loyalty Expert
T-Mobile
04.2022 - Current
Dispatcher
WOW
09.2018 - 02.2022
Team Lead
Convergent Outsourcing
03.2017 - 09.2018
High School Diploma -
Hephzibah High School