Dylan DeGarmo
Maricopa,AZ
Summary
Experienced call center manager with 4 years of leadership and 6 years of overall call center experience. Skilled in communication, accountability, and data-driven decision-making. Achieved top 10% performance rating in 2022 and consistently maintained top 5 spot in customer satisfaction. Demonstrates engaging leadership, resulting in high customer retention and low attrition. Authentic, consistent, and committed to excellence. Seeking a fulfilling career to make a positive impact on the company and enjoy coming to work every day.
Overview
7
7
years of professional experience
Work History
Customer Retention Manager
AT&T
02.2019 - 11.2022
- Develop objectives for the call center's day-to-day activities
- Hire, coach and provide training to personnel to maintain high customer service standards while selling and upselling products
- Analyze data to ensure proper decision making is done before coaching agents on sales and retention tactics
- Remain up to date with latest company changes and advancements to ensure messages are clearly relayed to agents
- Was promoted internally within 6 months of joining the company due to leadership skills demonstrated on and off the phones
- Recognized in company newsletter for "Be proud of the call/chat/contact" due to my exceptional customer service
- Team lead in charge of escalations
Customer Retention Specialist
AT&T
08.2018 - 02.2019
- Handle customer inquires and complaints across multiple product lines, with the goal of account retention and first call resolution, while delivering best in class service to customers
- Achieved top metrics in center first month on phones
- Recognized in company newsletter for "Be proud of the call/chat/contact" due to exceptional customer service.
Initial loss reporter / Claim handler
State Farm
10.2016 - 08.2018
- Manage incoming claim reports in a fast-paced call center environment, while maintaining 100% adherence to established processes and scripts and providing extraordinary customer service
- Recognized by manger for remarkable customer service and dedication when caring for customers
- Promoted within first year of employment, achieving increased responsibility and claim handling ability.
customer service
Barista, Starbucks
10.2015 - 10.2016
- Provide exceptional, to all customers while maintaining high workload
- Create long lasting relationships with every customer that comes through the door
- Ensure the highest level of effort is put into each order
- Keep the store sanitary at all times, making sure to follow all health code requirements.
Education
No Degree - Finance
Chandler-Gilbert Community College
2021
High School Diploma -
Corona Del Sol High School
05.2015
Skills
- Order Management Systems
- Special Assignments
- Customer Needs Assessments
- Collaborate Cross-Functionally
- Employee Coaching and Mentoring
- Knowledgeable with Microsoft Office Suite (PowerPoint, Excel, etc)
- Customer Satisfaction
- Training Programs
- Productivity Benchmarks
- Analytical thinking and creative problem solving
- Excellent written and verbal communication skills
- Leadership & Collaboration
Additional Information
- Willing to relocate to: Arizona - Pennsylvania, Authorized to work in the US for any employer
Timeline
Customer Retention Manager
AT&T
02.2019 - 11.2022
Customer Retention Specialist
AT&T
08.2018 - 02.2019
Initial loss reporter / Claim handler
State Farm
10.2016 - 08.2018
customer service
Barista, Starbucks
10.2015 - 10.2016
No Degree - Finance
Chandler-Gilbert Community College
High School Diploma -
Corona Del Sol High School
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