Kimberley Gordon
Richmond,TX
Summary
Accomplished Retention Supervisor with a proven track record at AT&T/DIRECTV, enhancing customer loyalty and team performance through effective retention strategies and mentorship. Skilled in cross-functional communication and customer relations, successfully implemented initiatives that significantly improved retention rates. Expert in team management and performance evaluation, driving immediate and impactful results.
Overview
17
17
years of professional experience
Work History
Retention Supervisor
AT&T/DIRECTV
06.2019 - Current
- Utilized knowledge of customer experience to create specialized plans for customer retention.
- Implemented employee incentive programs to promote positive work culture and increase retention.
- Reviewed successes and failures to learn from previous mistakes.
- Utilized advanced skills in solving problems and making accurate decisions to implement strategies that brought about immediate results.
- Built constructive customer relationships to improve loyalty and recommendations.
- Established customer retention programs to improve loyalty and increase lifetime value.
Lead Customer Service Representative
Center Point Energy
09.2014 - 04.2019
- Trained, oversaw, and mentored new team members to strengthen performance and job expertise.
- Boosted team spirit and performance by communicating clear service expectations and quality goals to each team member.
- Planned schedules and workflows based on expected customer demands.
- Engaged clients in person and over phone to answer questions and address complaints.
- Reviewed associate performance to identify training needs.
- Resolved concerns with products or services to help with retention and drive sales.
- Educated customers about billing, payment processing and support policies and procedures.
- Investigated and resolved customer inquiries and complaints quickly.
Lead Customer Service Representative
Verizon Wireless
09.2007 - 08.2013
- Trained, oversaw, and mentored new team members to strengthen performance and job expertise.
- Boosted team spirit and performance by communicating clear service expectations and quality goals to each team member.
- Planned schedules and workflows based on expected customer demands.
- Engaged clients in person and over phone to answer questions and address complaints.
- Educated customers about billing, payment processing and support policies and procedures.
- Investigated and resolved customer inquiries and complaints quickly.
Education
MBA - Human Resources Management
University of Phoenix
Katy, TX12.2025
Skills
- Team Management
- Customer Retention Strategies
- Performance Evaluation
- Cross-Functional Communication
- Customer Relations
- New Hire Onboarding
- Upselling and Cross Selling
- Pre-Employment Screening
Languages
English
Full Professional
Timeline
Retention Supervisor
AT&T/DIRECTV
06.2019 - Current
Lead Customer Service Representative
Center Point Energy
09.2014 - 04.2019
Lead Customer Service Representative
Verizon Wireless
09.2007 - 08.2013
MBA - Human Resources Management
University of Phoenix
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