Jason C. Welch
Sunbury,OH
Summary
Adaptable and focused leader with a proven track record of success in teamwork collaboration, problem solving, customer communication, and sales. Initiative-taking nature drives constant improvement of relevant abilities and relationships in all aspects of my career. Dedicated to enhancing skills and delivering exceptional results to contribute to the success of any organization.
Overview
16
16
years of professional experience
Work History
Client Relationship Consultant 3
US Bancorp
04.2023 - Current
- Strong client relationships are based on trust, assessing, and attending to customers’ banking needs, obtaining, and processing customer and account information, demonstrating, and educating clients on available deposit and loan products and services, and recommending solutions based on each customers needs.
- Evaluated client needs and expectations, establishing clear goals for each consulting engagement.
- Builds and fosters relationships with clients through initiative-taking, outreach and follow up, asking questions and learning about their financial needs, and banking channel preferences.
- Identifies solutions for new and existing clients based on their needs by effectively engaging and communicating with clients.
- Liaised with customers, management, and sales team to better understand customer needs and recommend appropriate solutions.
- Maintains a working knowledge of consumer and business banking products and services including digital products and services.
- Provides a consistent optimal client experience, including greeting clients and processing basic transactions.
- Opens new consumer and business accounts, completes service requests and submits credit applications.
- Proactively educates clients on emerging and self-service digital products and services to assist with meeting their financial needs.
- Leverages available resources and technologies to optimize the client experience and serve our clients with operational excellence and accuracy.
Retention Supervisor
Comcast Cable Corp
03.2009 - 10.2022
- Coached and developed employees and facilitated routine huddles focused on improved employee experience and customer experiences, while also attempting to retain, de-escalate and upsell customers who request to disconnect services.
- Developed action plans and provided the appropriate feedback and coaching to ensure the best possible outcome, and a client-driven mindset.
- Facilitated training on new campaigns, and sales effectiveness to call center employees to maintain knowledge of Xfinity products, customer experience, and sales tactics.
- Interviewed potential new candidates and facilitated the on-boarding process for new hires.
- Coached agents on Xfinity products, and strategies to achieve 100% of department goals.
- Provided daily feedback through call monitoring to team members to deliver best customer experience using sales effectiveness to retain customers.
- Managed a team of twenty retention specialists, ensuring consistent performance and adherence to company policies.
- Provided motivation through smart goal setting, weekly meetings, and engagement activities.
- Ensured adherence to budgets, scheduling, and performance requirements and established career goals with employees, creating individual development plans to improve employee engagement.
- De-escalated, and resolved customer issues related to service, and quality while also providing a great customer experience.
- Collected and analyzed call center data, compliance outcomes, while addressing trends of non-compliant behavior.
- Elevated employee engagement levels through recognition programs, incentive schemes, and opportunities for career advancement within the department.
Education
Associate degree - Computer Network Technologies
Computer Learning Center
Alexandria, VA1999
Skills
- Relationship Management Skills
- Developed Leadership Skills
- Verbal & Written Communication Skills
- Sales Strategies/Customer Service
- Problem Solving
- Supervisor Experience
- Team leadership & development
- Client relationships
- Attention to detail
- Problem-solving
- Teamwork and collaboration
- Sales strategy
- Training and development
- Employee management
- Goal setting
Timeline
Client Relationship Consultant 3
US Bancorp
04.2023 - Current
Retention Supervisor
Comcast Cable Corp
03.2009 - 10.2022
Associate degree - Computer Network Technologies
Computer Learning Center
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