Summary
Overview
Work History
Education
Skills
References
Timeline
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Jessica Fredeman

Deltona,FL

Summary

Sales and Retention Manager with a proven track record of enhancing client satisfaction and retention through strategic initiatives. Expertise in CRM software and strong interpersonal skills contributed to significant improvements in team efficiency and overall business outcomes. Proficient in staff development and problem-solving, aiming to drive further success in customer engagement strategies.

Overview

14
14
years of professional experience

Work History

Sales & Retention Operations Manager

Spectrum
Lake Mary, FL
05.2011 - Current
  • Identified opportunities for cross-selling, up-selling products or services based on customer needs, interests.
  • Created and implemented retention and solutions strategies to keep clients satisfied and maintain optimum QA scores.
  • Facilitated communication between different departments within the organization regarding customer inquiries and issues.
  • Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
  • Generated reports detailing progress towards goals and objectives related to customer retention initiatives.
  • Planned and led team meetings to review business results and communicate new and ongoing priorities.
  • Performed data analysis using various tools such as Excel, Tableau.
  • Reviewed employee performance and provided ongoing feedback and coaching to drive performance improvement.
  • Analyzed business performance data and forecasted business results for upper management.

Call Center Supervisor

Spectrum
Lake Mary, FL
02.2018 - 02.2021
  • Coached team members on metrics and consumer experience behavior identification to improve satisfaction ratings.
  • Retained top talent by authoring and conducting team performance evaluations for corrective action planning.
  • Identified areas where additional training was needed among existing staff members.
  • Managed escalated customer complaints, ensuring timely and effective resolution.
  • Analyzed operational metrics and presented findings to senior leaders.

Education

Bachelor of Arts -

University of Central Florida
Orlando, FL
12-2010

Skills

  • Retention strategies
  • Customer service experience
  • Outstanding interpersonal skills
  • CRM software
  • Excellent communication skills
  • Task prioritization
  • Managing operations and efficiency
  • Staff development
  • Training and development
  • Problem-solving aptitude

References

References available upon request.

Timeline

Call Center Supervisor

Spectrum
02.2018 - 02.2021

Sales & Retention Operations Manager

Spectrum
05.2011 - Current

Bachelor of Arts -

University of Central Florida

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Jessica Fredeman