James Ealy
Winter Haven,USA
Overview
20
20
years of professional experience
Work History
Primary Caregiver
Self employed
Winter Haven, US
01.2019 - 12.2025
- Provided continuous care for my mother during advanced stage of dementia, ensuring comfort and safety throughout daily activities.
- Provided daily care and support to individuals with diverse needs.
- Assisted with personal hygiene and grooming tasks regularly.
- Managed medication schedules and ensured proper administration.
Retention Specialist
Spectrum
Auburndale, US
03.2024 - 07.2024
- The Residential Retention Representative maximizes opportunities to retain existing customers from disconnecting while retaining and upselling core products i.e. video, data and phone.
- Execute retention strategy that strikes a balance between saving customers and retaining revenue.
- Met or exceeded weekly and monthly retention activity goals through effective telephone-based customer save techniques.
- Established and maintained high customer satisfaction and professionalism in all retention transactions.
- Actively and consistently support all efforts to simplify and enhance the customer experience.
- Have a full understanding of and consistently demonstrate proficiency at explaining all products and services to existing customers in an effort to re-sell and retain.
- Respond to inbound retention calls promptly and efficiently as outlined by the required call handling metrics to include productive time, schedule adherence, handle time, after call work, etc.
- Acquired and demonstrated thorough knowledge of competitors' pricing and products to facilitate informed side-by-side comparisons with Charter's offerings.
Administrative Assistant/ Medical Device Technician, Human Resources Assistant
ManpowerGroup
Winter Haven, US
04.2011 - 12.2019
- Performed administrative tasks for State Farm and local hospitals, supporting operational efficiency.
Customer Operations Development Supervisor
Bright House Networks
Auburndale, US
09.2005 - 09.2009
- Joined Bright House Networks in the fall of 2005 as a sales agent and quickly moved into a supervisory position in the Quality Assurance Department reporting to the Director of customer care.
- Enhanced quality assurance and sales performance of call center employees through targeted training and development.
- Develop and provide ongoing feedback to new and existing employees towards success by monitoring employee to customer interactions and conducting side-by-side coaching.
- Facilitated monthly meetings focused on process improvement, product updates, and employee feedback.
- Partner with customer service and sales departments to identify areas of opportunities as it pertains to the day to day operation.
- Work closely with supervisors to provide feedback on employee progress.
- Conduct and participate in Quality Assurance calibration sessions at the division level.
- Resolved escalated customer concerns from the call center, ensuring customer satisfaction and retention.
- Interview prospective employees during job fairs and job opportunity nights.
Sales Consultant
Market Source (T-Mobile)
- Guided customers in selecting and purchasing cellular products and services.
- Engaged customers to understand their needs and recommend suitable products.
- Demonstrated product features and benefits to enhance customer experience.
- Maintained knowledge of current promotions and services to advise customers effectively.
Leasing Agent
Carlton Arms Apartments
Winter Haven, US
- Greeted potential residents and conducted property tours, facilitated leasing process by completing necessary paperwork, and managed monthly inventory of supplies.
- Assisted prospective tenants with apartment selections and leasing options.
- Conducted property tours to showcase amenities and community features.
- Processed rental applications and verified applicant information promptly.
Education
B.A. - Business Administration
Simon Fraiser
Vancouver, BC08-1992
high school diploma or GED -
Simon Fraser University Institute of Canadian Bankers
Vancouver, BC, CASkills
- Quality Assurance
- Administrative Experience
- Microsoft Office
- Microsoft Excel
- Data Entry
- Insurance Verification
- Scheduling
- Process optimization
- Telemarketing
- Receptionist
- Office Management
- Billing
- Property Management
- Property Leasing
- Program Management
- Business Administration Degree
- Calibration
Personal Information
Work Permit: Authorized to work in the US for any employer
Timeline
Retention Specialist
Spectrum
03.2024 - 07.2024
Primary Caregiver
Self employed
01.2019 - 12.2025
Administrative Assistant/ Medical Device Technician, Human Resources Assistant
ManpowerGroup
04.2011 - 12.2019
Customer Operations Development Supervisor
Bright House Networks
09.2005 - 09.2009
Leasing Agent
Carlton Arms Apartments
Sales Consultant
Market Source (T-Mobile)
B.A. - Business Administration
Simon Fraiser
high school diploma or GED -
Simon Fraser University Institute of Canadian Bankers