KRISTINA LABANCA
Austin,TX
Summary
Sales and retention expert skilled in developing and executing tailored retention strategies that enhance customer loyalty and satisfaction. Proficient in balancing revenue protection with effective upselling and cross-selling techniques, contributing to substantial revenue growth while maintaining high-quality customer interactions.
Overview
27
27
years of professional experience
Work History
Residential Retention & Sales Representative
Charter Communications
Austin, TX
01.2024 - 12.2025
- Executed strategic retention initiatives for video data and voice services, boosting customer loyalty and revenue growth.
- Achieved stringent KPIs for performance quality assurance while managing high-volume inbound retention calls.
- Drove revenue protection by balancing customer satisfaction through cross-selling and upselling bundled mobile services.
Personal & Business Sales Representative
T-Mobile, formerly Sprint
Austin, TX
03.2017 - 06.2023
- Achieved sales growth by leveraging consultative selling of wireless devices and service solutions while consistently meeting customer satisfaction goals.
- Fostered long-term client relationships by addressing needs and resolving account-related issues.
- Advised clients on customized products and services to boost customer experience and retention.
- Supported customers with billing inquiries, account troubleshooting, and service plan modifications to enhance satisfaction levels.
Server/Bartender/Trainer
Chuy’s Tex-Mex
Austin, TX
06.2013 - 02.2017
- Cultivated customer loyalty by consistently delivering exceptional dining experiences.
- Managed inventory effectively, maintaining essential product availability and minimizing waste.
Head of Vendor Returns
FramesDirect.com
Austin, TX
12.2010 - 03.2014
- Led credit operations, resolving disputes and processing high-volume returns, streamlining workflow for better service delivery.
- Developed return agent team focused on performance tracking, providing actionable insights to leadership for strategic decision-making.
- Enhanced order and return processes through collaboration with government contractors and eyewear experts, improving customer satisfaction and return accuracy.
- Optimized inventory controls and operational practices to increase overall efficiency and minimize errors.
Server/Trainer Coordinator
Chili's Bar and Grill
Austin, TX
05.2007 - 04.2011
- Coordinated onboarding and training for new employees, enhancing role clarity and providing comprehensive documentation.
- Reported trainee progress to management, offering insights for operational improvements.
Accounts Receivable - Finance Secretary
South Point Pontiac, GMC & Kia
Austin, TX
01.2005 - 01.2006
- Executed notarization and verification services for legal documents, maintaining compliance with legal standards.
- Monitored rebate claims for adherence to manufacturer policies and legal requirements.
- Conducted audits aimed at detecting fraud, including incomplete or duplicate claims.
Teller Supervisor
Texas Credit Union Service Center
Austin, TX
09.2002 - 06.2004
- Managed cash operations, balancing teller drawers and securing large transactions to minimize risk.
- Supervised branch operations, ensuring adherence to bank policies and regulations for operational integrity.
- Oversaw teller line scheduling while coaching staff on transaction accuracy and compliance.
- Performed vault management and audits, ensuring dual control and accurate cash reconciliation.
Billing & Account Manager
Onramp Access
Austin, TX
01.1999 - 09.2002
- Directed billing operations, ensuring timely invoicing and adherence to company standards, which enhanced overall billing efficiency.
- Evaluated account performance metrics to reduce outstanding balances, positively impacting cash flow.
- Compiled financial reports for leadership on billing activities and revenue analysis, aiding strategic decision-making.
Education
High School Diploma -
Austin Community College
Austin, TXSkills
- Customer retention strategies
- Customer experience management
- Loyalty program development
- Upselling and cross-selling techniques
- Account management
- Revenue protection strategies
- Transaction oversight
- Payment collection methods
- Invoicing management
- Competitive analysis
- Compliance knowledge
- Leadership training
Accomplishments
- Certificate of Excellence - FramesDirect.com · Jan 2013
- Corporate Sprint "SPS Recognition" · Jan 2018
- World Class H.E.R.O Award - Sprint / T-Mobile · Jan 2018
- Corporate Recognition "You Rocket It" T-Mobile · Nov 2021
- Three Top Sales Awards – March 2024 Highest Performing New Hires · Charter Communications
Timeline
Residential Retention & Sales Representative
Charter Communications
01.2024 - 12.2025
Personal & Business Sales Representative
T-Mobile, formerly Sprint
03.2017 - 06.2023
Server/Bartender/Trainer
Chuy’s Tex-Mex
06.2013 - 02.2017
Head of Vendor Returns
FramesDirect.com
12.2010 - 03.2014
Server/Trainer Coordinator
Chili's Bar and Grill
05.2007 - 04.2011
Accounts Receivable - Finance Secretary
South Point Pontiac, GMC & Kia
01.2005 - 01.2006
Teller Supervisor
Texas Credit Union Service Center
09.2002 - 06.2004
Billing & Account Manager
Onramp Access
01.1999 - 09.2002
High School Diploma -
Austin Community College