Summary
Overview
Work History
Education
Skills
Timeline
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Keith Dudley

Charlotte,NC

Summary

Dynamic professional with a proven track record in enhancing customer experiences and retention at Spectrum, adept at data-driven decision making and interpersonal communication. Excelled in developing customer-centric solutions and streamlining operations, significantly improving client satisfaction and loyalty. Skilled in risk assessment and problem-solving, consistently achieving and surpassing company goals.

Overview

20
20
years of professional experience

Work History

Small Business Retention Specialist

Spectrum
03.2022 - Current


  • Actively and consistently support all efforts to simplify and enhance the customer experience.
  • Responsible for skillfully retaining customers through positive customer relationship building. This includes but is not limited to: diffusing the irate customer situation by utilizing strong listening skills and probing techniques and identifying reason(s) for disconnect and overcome objections.
  • Responsible for creating developing long-term relationships with new and existing customers
  • Develops customer centric solutions and deliver recommendations to right size their business on product benefits
  • Work through business class customer complaints through understanding the complexity of business telecom needs and how to right size their business. Act as a consultant addressing business needs.
  • Professionally communicate and handle all business class customers concerns with tact and empathy for a business owner perspective
  • Save and re-sell the value of our products and services by properly aligning their features, benefits and price with the needs of our customers by effectively transitioning from the Save to upgrading the customer to additional products and services.
  • Take ownership of customers’ concerns and act as a primary contact, providing appropriate contact information related to process.
  • Act as intermediary between customer and appropriate departments to ensure customer satisfaction.
  • Research, analyze and resolve billing inquiries.
  • Educate commercial customers on the competitive advantages of Business products, services and support.
  • Maintain knowledge of all marketing campaigns, competitive campaigns/pricing, save offers, and make appropriate use of campaigns/save offers in retaining customers.
  • Identify and engage with company personnel to assist with retention efforts as warranted.
  • Ask insightful questions regarding customer satisfaction and reason for cancellation.
  • Update CSG, Sales force, CIT, and billing system with result of the save attempt. Enter all appropriate work orders, credits and adjustments, early termination fees, etc.
  • Punctual and consistent attendance is required. Must be available for overtime or weekend hours, as needed.
  • Perform other duties as requested.

Customer Service Representative

Pay Tomorrow
09.2019 - 04.2021
  • Responded to customer requests via calls and online chat for loan details and pay off quotes.
  • Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
  • Educated customers about billing, payment processing and support policies and procedures.
  • Delivered prompt service to merchant requests.
  • Cataloged all returned merchandise.
  • Manage storage units that housed inventory
  • Posted inventory online for resale.

Assistant Manager

Sadu
02.2011 - 12.2018
  • Offered hands-on assistance to customers, assessing needs, and maintaining current knowledge of consumer preferences.
  • Completed regular inventory counts to verify stock levels, address discrepancies, and forecast future needs.
  • Monitored cash intake and deposit records, increasing accuracy, and reducing discrepancies.
  • Generated repeat business through exceptional customer service.
  • Managed and trained front-end staff.

Directory Analyst

Paetec Communications
03.2005 - 01.2011
  • Performed audits to protect shareholders and potential investors from fraudulent or unrepresentative financial claims.
  • Devised and implemented processes and procedures to streamline operations.
  • Managed deadlines of book closing for medium to large business to ensure accuracy.
  • Educated staff on organizational mission and goals to help employees achieve success.

Education

English

University of North Carolina At Charlotte
Charlotte, NC

Skills

  • Data-driven decision making
  • Performance tracking
  • Risk assessment
  • Campaign implementation
  • Multitasking Abilities
  • Data collection processes
  • Professionalism
  • Interpersonal communication
  • Competitive analysis
  • Target audience analysis
  • Problem-solving abilities
  • Excellent communication

Timeline

Small Business Retention Specialist

Spectrum
03.2022 - Current

Customer Service Representative

Pay Tomorrow
09.2019 - 04.2021

Assistant Manager

Sadu
02.2011 - 12.2018

Directory Analyst

Paetec Communications
03.2005 - 01.2011

English

University of North Carolina At Charlotte

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Keith Dudley