NFL
Eric Roberts
9032024526
Gilmer,Texas
Summary
Goal-oriented manager with distinguished experience in the Teleservice industries and proven leadership abilities. Expert in increasing productivity and customer satisfaction while driving revenue and sales. Committed to streamlining procedures while optimizing employee talent.
Overview
25
25
years of professional experience
1
1
Certification
Work History
Customer Retention Specialist
Humach
08.2024 - Current
- Targeted outreach campaigns to re-engage inactive customers and boost repeat business.
- Reduced churn rate by developing personalized retention strategies for high-risk clients.
- Focused on creating a culture of exceptional customer service delivery across all departments.
- Contributed to company growth by upselling additional products and services during support interactions.
- Adhered to appropriate legal scripting when required.
- Conducted regular account reviews to identify opportunities for improving customer satisfaction and reducing attrition rates.
- Leveraged data-driven insights to fine-tune retention strategies, leading to increased success rates over time.
- Enhanced customer satisfaction by addressing and resolving complex issues promptly.
- Established strong relationships with key accounts, fostering loyalty and long-term client retention.
- Played a pivotal role in achieving record-breaking customer retention rates year-over-year within the organization.
- Coordinated with sales teams to develop targeted promotions aimed at retaining high-value customers effectively.
- Met customer call guidelines for service levels, handle time and productivity.
- Educated customers about billing, payment processing and support policies and procedures.
- Investigated and resolved customer inquiries and complaints quickly.
- Maintained up-to-date knowledge of product and service changes.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Delivered prompt service to prioritize customer needs.
Program Advisor
Institute for Reading Development
04.2024 - 06.2024
- Conducted thorough research on industry trends to maintain up-to-date knowledge and inform strategic decisionmaking.
- Created detailed reports documenting program performance, highlighting successes and areas for improvement.
- Seasonal Placement
Sales Team Manager -Vampires
Valor Global
08.2021 - 12.2023
- Coached employees in successful selling methods and encouraged cross-selling to drive revenue.
- Planned and directed staff training and performance evaluations.
- .Mentored junior team members, sharing industry knowledge, best practices, and proven techniques for successful selling.
- Facilitated smooth communication between departments, enhancing overall company efficiency in meeting client needs.
- Conducted regular performance reviews, identifying areas of improvement and providing guidance for professional growth.
- Tracked trends and suggested enhancements that would both challenge and refine company's product offerings.
- Attended sales training camp and brought best practices leadership back to company.
- Discussed sales strategies and promotional plans with VP of Sales on regular basis.
- Enhanced customer satisfaction levels by consistently monitoring team performance and providing constructive feedback.
- Managed cross-functional projects involving multiple teams, ensuring successful outcomes while adhering to strict deadlines and budget constraints.
Maintenance Supervisor
Hidden Bend Apartments
09.2020 - 04.2021
- Coordinated preventative maintenance schedules, verifying equipment safety and function.
- Streamlined work order processes for increased efficiency in addressing maintenance requests and tracking progress.
- Supervised a team of technicians, providing guidance on complex repair tasks and fostering professional development opportunities.
- Managed inventories of spare parts and tools to ensure the availability of necessary resources for timely repairs.
Partner/ Team Leader
R&R Construction
10.2017 - 11.2019
- Achieved successful client outcomes by identifying and addressing their unique needs and goals.
- Provided outstanding service to all individuals, promoting effective, and lasting business relationships.
- Negotiated contracts with partners to give equitable terms to all parties.
- Crafted persuasive written communications including briefs, memoranda, and contracts with attention to detail and clarity.
Butcher
Dairy Palace
11.2015 - 10.2017
- Complied with food safety, hygiene and sanitation regulations for safe food preparation.
- Cut, trimmed and ground meats such as beef, pork, and poultry to prepare for packaging and sale.
- Collaborated with team members to ensure efficient workflow, resulting in smooth daily operations.
- Maintained high standards of hygiene and cleanliness, adhering to strict sanitation regulations within the butcher shop.
- Operated commercial-grade butchery equipment such as band saws, grinders and slicers.
Operations Director
Van Zandt Children's Home
12.2011 - 11.2015
- Reviewed financial and operational reports on a regular basis to make effective decisions.
- Monitored expenditures to mitigate the risk of overages.
- Established a culture of continuous improvement, empowering employees to identify areas for optimization and implement innovative solutions.
- Mentored staff members, providing guidance and support that led to enhanced professional development and increased job satisfaction.
Sales/CSR
AT&T/TripleT Communications
08.2003 - 12.2011
- Managed high call volumes, maintaining a professional demeanor during peak hours and effectively multitasking in a fast-paced environment.
- Demonstrated empathy and active listening skills, resulting in a higher rate of customer satisfaction and repeat business.
- Responded to customer requests for products, services, and company information.
- Developed strong relationships with clients by understanding their needs and preferences, fostering long-term loyalty.
Kitchen Manager
The Pea Patch
04.2000 - 07.2003
- Scheduled and received food and beverage deliveries, adhering to food cost and budget.
- Checked and tested foods to verify quality and temperature.
- Mentored and trained new team members, fostering a positive culture of teamwork and collaboration within the kitchen staff.
- Conducted daily checks of refrigerators and freezers to verify proper food storage, container labeling, and surface cleaning.
Education
High School Diploma -
Springtown High School
Springtown, TX05.1990
Skills
- Managed Sales Teams, Installation Technicians, Framing and remodeling crews, and to Entire restaurant staff
- Scheduled and managed children through CPS and placement companies
- Have managed up to 25 salespeople at one time Even Managed 2 Teams for the better part of 9 months, one US Team, and one Team from the Philippines
- State Licensed in many areas and aspects of child development, human interactions, stress management, and time management Hold sales licenses in 6 states, including Texas
- Worked for a small VOIP company in Gladewater before taking the Children's Home My Position was sales and Customer Service, over the Phone Cold Call Sales, Customer Service, Data entry, and Certification Testing through AT&T, Was Floor Manager for a call center in Hurst Texas, after working cold calls for a year
- Relationship Building
- Sales team training
- Verbal and written communication
- Sales Coaching
- Data-driven decision-making
- Goals and performance
- Rapport and relationship-building
- Product Knowledge
- Client Relationship Management
- Sales processes
Certification
- CPR
- First Aid
- Emergency Response
Accomplishments
- Father of four
- Became Operations Director of the Van Zandt Children's Home in 2011
- Served on the Van Zandt Children's Shelter Board of Directors for 4 years
- I have had 54 children in 4 years, 6 of which went on to college, 3 in the Military, and six now starting their own Families.
- Hold over 100 Certifications in everything from Child Development to Psychotropic Drugs.
- Teach Sunday School for the 4th - 6th grade classes.
- Director of Vacation Bible School for 2 years
- Created the #1 Sales Team at Valor…In two and a half years(2 ½) we held the TOP position, 22 of 30 months
- Used Microsoft Excel to develop inventory tracking spreadsheets.
- Supervised a team of 25 U.S. staff members and 15 Philippines Staff members.
References
- Brent Matlock, Gladewater, Texas, 903-240-1280, Co-worker/ Friend
- Neal Wright, Gilmer, Texas, 903/762/1072, Ex-Landlord/ Friend
- John Ritchey, Longview, Texas, 903/806/2035, Ex co-worker/ Friend
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Interests
Church
Languages
English
Upper intermediate (B2)
Work Preference
Work Type
Full TimeContract WorkWork Location
RemoteImportant To Me
Work-life balancePersonal development programsWork from home optionQuote
If you can’t outplay them, outwork them.
Ben Hogan
Software
CSM
CATO
Word
Excel
Timeline
Customer Retention Specialist
Humach
08.2024 - Current
Program Advisor
Institute for Reading Development
04.2024 - 06.2024
Sales Team Manager -Vampires
Valor Global
08.2021 - 12.2023
Maintenance Supervisor
Hidden Bend Apartments
09.2020 - 04.2021
Partner/ Team Leader
R&R Construction
10.2017 - 11.2019
Butcher
Dairy Palace
11.2015 - 10.2017
Operations Director
Van Zandt Children's Home
12.2011 - 11.2015
Sales/CSR
AT&T/TripleT Communications
08.2003 - 12.2011
Kitchen Manager
The Pea Patch
04.2000 - 07.2003
High School Diploma -
Springtown High School
- CPR
- First Aid
- Emergency Response
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