Jae Duncan
Charlotte,NC
Overview
12
12
years of professional experience
Work History
Client and Revenue Retention Manager
Polyconcept North America
08.2022 - Current
- Established long-term relationships with clients through consistent communication and proactive problem-solving efforts
- Introduced targeted marketing campaigns to engage high end customers, reinforce brand loyalty, and promote additional product offerings.
- Collaborated with sales leaders to identify opportunities for account growth and expansion.
- Managed portfolios of high-value accounts, ensuring strong customer loyalty and ongoing business partnerships.
- Implemented new training program for department and successfully trained 25 claim specialists on new processes.
- Reduced client credits by $300,000 in first year with newly implemented training program.
Customer Operations Manager
Spectrum
12.2020 - 12.2022
- Leader of the Year Award
- Reduced overall operation cycle time by 22%
- Led process improvement and problem-solving efforts to create standard procedures and escalation policy for customer support team.
- Compiled and analyzed customer feedback data to develop new strategies and corrective actions.
- Conducted training and mentored team members to promote productivity, accuracy and commitment to friendly service.
- Designed and executed processes to meet business initiatives and drive continuous improvement.
- Performed business analysis and provided guidance on best practices and various approaches.
- Transformed strategy into standard practice with measurable KPIs.
Direct Sales Supervisor
Spectrum
01.2015 - 12.2020
- Led team of 30 individuals to generate over $2,000,000 in new revenue for the Sales organization.
- Reduced workflow inconsistencies by recruiting and hiring capable staff members.
- Developed and implemented productivity initiatives, in addition to coordinating itinerary and scheduling appointments.
- Performed customer needs assessments and coordinated resolutions with supply chain and quality teams.
Quality Assurance Supervisor
Spectrum
08.2012 - 01.2015
- Directed day-to-day quality assurance department activities, establishing rapport with team members to facilitate effective communication and coordination.
- Evaluated interactions between associates and customers to assess personnel performance and implement strategies for customer satisfaction improvement.
- Reduced defect rates by 22% through meticulous inspection and proactive identification of potential issues.
- Achieved consistent compliance with industry regulations by conducting thorough audits and ensuring adherence to standards.
Education
Bachelor of Science - Business Administration
Texas A&M University - Commerce
Commerce, TX05.2012
Skills
- Six Sigma Green Belt
- Bilingual (Spanish)
- CAPM (10/2024)
- Workforce Management
- Customer Relationship Management (CRM)
- Salesforce Lightning
- Five9
Timeline
Client and Revenue Retention Manager
Polyconcept North America
08.2022 - Current
Customer Operations Manager
Spectrum
12.2020 - 12.2022
Direct Sales Supervisor
Spectrum
01.2015 - 12.2020
Quality Assurance Supervisor
Spectrum
08.2012 - 01.2015
Bachelor of Science - Business Administration
Texas A&M University - Commerce
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