Jason Gladfelter
Winter Springs,FL
Summary
Friendly Customer Retention Specialist succeeds in identifying customer needs and utilizing inbound and outbound retention strategies. Professional telephone demeanor with sound knowledge of sales retention. Uses problem resolution and de-escalation techniques effectively.
Overview
16
16
years of professional experience
Work History
SR Retention Specialist
Staples Inc.
11.2023 - Current
- Increased customer retention rates by developing and implementing effective loyalty strategies.
- Enhanced customer satisfaction levels with proactive communication and timely resolution of issues.
- Reduced churn rates by identifying at-risk customers and crafting personalized retention plans.
- Boosted revenue through upselling and cross-selling opportunities during customer interactions.
- Analyzed customer data to identify trends, providing valuable insights for retention initiatives.
- Improved overall company performance by contributing to strategic planning discussions and offering retention-focused recommendations.
- Developed strong relationships with key accounts, ensuring ongoing satisfaction and long-term commitment.
- Conducted regular account reviews, addressing concerns and presenting solutions to retain customers.
- Delivered exceptional service standards, resolving issues promptly and maintaining open lines of communication with clients.
- Gathered feedback from departing customers to identify areas for improvement in products or services offered.
- Handled escalated customer complaints professionally, de-escalating situations while finding mutually beneficial resolutions.
Account Manager SLED
Staples Inc.
10.2016 - Current
- Increased client satisfaction by building strong relationships and addressing their needs promptly.
- Managed a diverse portfolio of accounts, ensuring timely communication and effective problem resolution.
- Developed customized account plans for clients to help them achieve their business goals.
- Collaborated with sales team to identify potential upsell opportunities and expand client base.
- Maintained high client retention rate by providing exceptional customer service and anticipating client needs.
- Streamlined internal processes for better efficiency in account management tasks.
- Conducted regular account reviews to identify areas for improvement and ensure continued success.
- Established clear communication channels between clients and internal teams, ensuring seamless project execution.
- Monitored industry trends to provide informed recommendations on new products or services that could benefit clients'' businesses.
- Provided comprehensive reporting on account performance, enabling clients to make data-driven decisions about future investments.
- Implemented strategies to increase revenue from existing accounts through upselling and cross-selling initiatives.
- Cultivated long-term relationships with key stakeholders in assigned accounts, fostering trust and loyalty among clients.
- Successfully resolved escalated issues, preventing potential loss of valuable clients while maintaining positive relationships with all parties involved.
- Improved overall team productivity by implementing best practices in organization and time management.
- Addressed problems with accounting, billing, and service delivery to maintain and enhance client satisfaction.
- Built and strengthened long-lasting client relationships based on accurate price quotes and customer-centric terms.
- Educated clients on new products or services to increase customer engagement with brand.
- Facilitated client satisfaction and renewed customer relations to drive growth.
- Recommended brand products to customers to encourage repeat purchases and foster customer loyalty.
- Served customers with knowledgeable, friendly support at every stage of shopping and purchasing.
- Gained customer trust and confidence by demonstrating compelling, persuasive and composed professional demeanor.
- Performed effectively in self-directed work environment, managing day-to-day operations and decisions.
Telephone Sales Representative
Alorica
01.2016 - 09.2016
- Boosted customer satisfaction by addressing inquiries and resolving issues promptly.
- Developed rapport with customers through active listening and personalized product recommendations.
- Increased sales revenue by consistently meeting and exceeding daily, weekly, and monthly targets.
- Maintained detailed records of customer interactions to ensure accurate order processing and follow-up communication.
- Delivered exceptional service with a professional demeanor, building long-lasting relationships with clients.
- Enhanced team performance by sharing best practices in sales techniques and product knowledge during meetings.
- Generated leads for potential new business opportunities through targeted outbound calls and referrals.
- Contributed to the company''s growth by achieving top sales rankings within the team consistently.
- Demonstrated strong negotiation skills to secure favorable terms for both customers and the company during transactions.
- Adapted communications style based on individual customer needs for an optimal experience catered specifically to them.
Assistant Manager/Lead
Universal Orlando
04.2015 - 01.2016
- Improved customer satisfaction by addressing and resolving complaints promptly.
- Streamlined store operations for increased efficiency, implementing new processes and procedures.
- Developed strong working relationships with staff, fostering a positive work environment.
- Increased sales through effective merchandising strategies and targeted promotions.
- Managed inventory levels to minimize stockouts while reducing overhead costs.
- Conducted employee performance evaluations, providing constructive feedback for growth and development.
- Implemented staff training programs, enhancing product knowledge and improving customer service skills.
- Collaborated with the management team to develop strategic plans for business growth and improvement.
- Boosted employee morale by recognizing outstanding performance and celebrating team accomplishments.
- Oversaw daily cash reconciliations, ensuring accurate financial reporting and minimizing discrepancies.
- Maintained a clean, safe, and organized store environment to enhance the customer experience.
- Assisted in recruiting, interviewing, hiring, and onboarding of new employees to maintain adequate staffing levels.
- Scheduled staff shifts to ensure proper coverage during peak shopping hours without exceeding labor budgets.
Store Manager
JoS A. Bank Clothiers
02.2008 - 02.2015
- Increased store profitability by implementing cost-saving measures and efficient inventory management strategies.
- Improved customer satisfaction through staff training in customer service and product knowledge.
- Maximized sales by creating innovative visual merchandising displays and store layouts.
- Developed a successful employee retention plan, reducing staff turnover rates significantly.
- Managed daily operations to ensure smooth functioning of the store, maintaining a clean, safe environment for customers and employees.
- Streamlined purchasing processes, negotiating with vendors for better prices and payment terms.
- Implemented a loyalty program that boosted repeat business and increased overall sales revenue.
- Conducted regular performance reviews for staff members, providing constructive feedback and opportunities for growth.
- Addressed customer complaints promptly and professionally, resolving issues to maintain positive relationships with clientele.
- Collaborated with other managers to develop company-wide initiatives aimed at improving overall performance across all locations.
- Organized special events such as seasonal sales promotions to drive foot traffic into the store and increase sales opportunities.
- Mentored new hires during their onboarding process, ensuring they were well-equipped to excel in their roles from day one.
- Maintained open lines of communication with corporate headquarters, sharing pertinent information about store performance and requesting support when needed.
- Fostered a positive work environment by cultivating strong relationships between team members through team-building activities and consistent recognition of individual achievements.
- Developed strategies for attracting new customers by analyzing demographic data and conducting targeted marketing initiatives.
- Managed inventory control, cash control, and store opening and closing procedures.
- Managed store employees successfully in fast-paced environment through proactive communication and positive feedback.
Education
High School Diploma -
Lake Brantley High School
Altamonte Springs, FL05.1989
Skills
- Performance Evaluation
- Cross-Functional Communication
- Customer Retention Strategies
- Customer Relations
- Documentation Skills
- Upselling and Cross Selling
- Documentation Abilities
- Time Management
- Multitasking Abilities
- Training and Development
- Relationship Building
- Attention to Detail
- Team Collaboration
- Effective Communication
- Performance Metrics
- Empathy and Understanding
- Active Listening
- Problem Solving
- Decision Making
- Organizational Skills
- Goal Setting
Accomplishments
- Staples Advantage sales excellence recipient.
- JoS A Bank Presidents club recipient.
- Universal Studios Golden Wand Award winner
Sports enthusiast. Hiking, camping fishing, golfing.
A husband, father and son in law who loves his family as they are his first motivation. I love the outdoors and almost anything that involves a beautiful day.
Timeline
SR Retention Specialist
Staples Inc.
11.2023 - Current
Account Manager SLED
Staples Inc.
10.2016 - Current
Telephone Sales Representative
Alorica
01.2016 - 09.2016
Assistant Manager/Lead
Universal Orlando
04.2015 - 01.2016
Store Manager
JoS A. Bank Clothiers
02.2008 - 02.2015
High School Diploma -
Lake Brantley High School