Kathleen J. Doyle
Piscataway,NJ
Summary
Customer experience professional with 28 years of experience leading high-performance teams in billing, collections, care, and retention. Expertise in enhancing customer satisfaction through strategic problem-solving and attention to detail. Demonstrated success in fostering customer loyalty and achieving results in challenging environments.
Overview
31
31
years of professional experience
Work History
Inside Sales Supervisor
Star Group Lp
South Plainfield, NJ
03.2025 - Current
- Implemented coaching and mentoring strategies to drive consistent inside sales performance.
- Developed training programs enhancing product knowledge and sales techniques.
- Streamlined sales processes, reducing response times and increasing customer satisfaction.
- Analyzed market trends and competitor activities, guiding strategic decisions for sales initiatives.
- Managed key account relationships, ensuring exceptional service and proactive fulfillment of client needs.
- Conducted regular performance reviews, delivering constructive feedback to promote professional growth.
- Tracked attendance of sales representatives and resolved escalated customer complaints efficiently.
- Evaluated team performance, identifying improvement areas and providing targeted coaching.
Director Retention
Altice USA
New York, NY
01.2021 - 01.2024
- Company Overview: Telecom and media business with $10B annual revenues
- Managing 200 staff across multiple locations in US
- Delivered 80% customer retention rate consistently over the last 3 years by process transformations,
- Devised and launched $2 million reward program for 600 staff, that helped retain 100k incremental customers with $168 million annual revenues.
- Improved customer loyalty and satisfaction metrics by launching hyper-local service program across the eastern seaboard. Partnered with marketing, sales, field force to improve services for half million customers.
Manager Retention
Altice USA
New York, NY
01.2018 - 01.2021
- Company Overview: Telecom and media business with $10B annual revenues
- Delivered 40% sales of fiber products worth $5 million consistently by mentoring supervisors and agents with best sales pitching techniques.
- Ramped up 2 sites by 300% in less than 3 months by leading recruiting drives, attracting and hiring the best talent in partnership with sourcing teams.
- Trained teams and communicated 7 product/offer launches per month across multiple sites to ensure >90% accuracy of information provided to the customers.
- Created and rolled-out performance management system that helped reduce ARPU erosion (revenue leakage) and save customers at optimum costs.
Supervisor Retention
Altice USA
New York, NY
01.2003 - 01.2018
- Company Overview: Telecom and media business with $10B annual revenues
- Managed a team of 20 representatives charged with retaining customers who request to disconnect their Cable, Internet and / or VOIP Telephone service.
- Consistently exceeded the cross-sell targets for mobile and fiber by 30%.
- Ensured 100% availability of team by coordinating and resolving tech issues.
- Coached agents on product, retention offers, soft skills and objection handling that led to >90% CSAT, 80% retention and 93% quality scores.
Supervisor Billing and Collections
Altice USA
New York, NY
01.2001 - 01.2003
- Company Overview: Telecom and media business with $10B annual revenues
- Achieved 95% collection rate against target monthly team goals consistently for 2 years by understanding call drivers for non-payment and creating targeted scripts.
- Developed policies and procedures to newly formed Direct Shipment department for Cablevision Systems that helped improve on-time billing by 20%.
CSR/Analyst
Altice USA
New York, NY
01.1995 - 01.2001
- Company Overview: Telecom and media business with $10B annual revenues
- 120% achievement against goals for modem support, billing enquiries, email provisioning for new customers and connectivity issues for broadband customers
Education
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RUTGERS Univ.
01.1993
Skills
- Emotional Intelligent leadership
- Building resilient teams
- Coaching mentoring for success
- Innovis billing system
- Remedy – ticketing application
- CRM system - IDA
- Telephony systems
- Microsoft office suite
Websites
Awards
President Club winner – top 30 leaders in the org., (2006 – 09, 2013 – 21)
Timeline
Inside Sales Supervisor
Star Group Lp
03.2025 - Current
Director Retention
Altice USA
01.2021 - 01.2024
Manager Retention
Altice USA
01.2018 - 01.2021
Supervisor Retention
Altice USA
01.2003 - 01.2018
Supervisor Billing and Collections
Altice USA
01.2001 - 01.2003
CSR/Analyst
Altice USA
01.1995 - 01.2001
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RUTGERS Univ.