Krystal Wynn
Charlotte,NC
Summary
Transformational leader with extensive experience in managing high-performing teams and fostering individual growth. Data-driven manager focused on enhancing performance through analytical insights. Known for cultivating trust and strong relationships with team members, peers, and senior leadership.
Overview
13
13
years of professional experience
Work History
Residential Retention Manager
Spectrum
Charlotte, N.C
06.2025 - Current
- Led a high-performing customer retention organization focused on customer satisfaction, revenue protection, and service excellence.
- Managed, coached, and developed frontline leaders and retention specialists, driving achievement of performance goals and enhancing customer experience metrics.
- Analyzed operational data, customer trends, and call center KPIs to drive performance improvements and increase retention outcomes.
- Handled executive-level escalations and complex customer concerns, ensuring timely resolutions that maintained customer satisfaction.
- Partnered with workforce management, quality assurance, and operations teams to enhance service delivery and boost employee engagement.
- Implemented coaching and performance management programs that improved productivity, quality scores, and customer loyalty.
Residential Retention Supervisor/ PT Supervisor
Spectrum
Charlotte, N.C
10.2022 - 06.2025
- Coached staff in professional development through consistent feedback and support, enhancing team capabilities.
- Supervised team members directly in daily operations. PT mentors daily Monitored and evaluated productivity and quality of work. of work.
- Built rapport among peers to foster effective coaching interactions, improving overall team dynamics.
- Review Key performance indicators and identifies areas for improvement.
- Enforces Policies, practices, and guidelines using formal corrective action when necessary.
- Review Key performance indicators and identifies areas for improvement.
- Enforced policies, practices, and guidelines using formal corrective action.
- Directly supervise team members daily. Productivity and quality of work through live interactions
- Supported site initiatives by planning and organizing celebrations and engagement activities.
DSC Chat/IBS /PT Sales Supervisor
Spectrum
Columbia, S.C
06.2022 - 08.2020
- Coached and monitored staff performance to enhance their skills and effectiveness.
- Provided agents with targeted feedback to improve customer satisfaction across all interactions.
- Review Key performance indicators and identifies areas for improvement.
- Enforced policies and guidelines by implementing corrective actions to maintain compliance.
- Supervised productivity and quality of work for part-time mentors on a daily basis.
- Review Key performance indicators and identifies areas for improvement.
- Completed performance readouts to summarize team outcomes. in quintile fashion.
Business Class Retention Representative
Spectrum
Charlotte, N.C
07.2017 - 08.2020
- Retained customers by building positive relationships, fostering loyalty and engagement.
- Supported efforts to simplify and enhance customer experience, contributing to improved satisfaction.
- Built strong customer relationships to enhance retention. through positive relationship building.
- Executed order entry for all Icoms markets, BHN Icoms, CSG, Atlas, sales force, and enterprise tracker with accuracy.
Cap2 stocker
Spectrum Walmart
Charlotte, N.C
09.2019 - 02.2020
- Moved products to the sales floor and replenished shelves.
- Down stacked pallets, sorted break packs, and organized inventory in backroom for efficient access
- Unloaded delivery trucks filled with boxes and merchandise to facilitate timely stock replenishment
- Downstacks pallets in backroom to optimize space, sort break packs, and organize inventory in the backroom
Retail Sales Specialist
Time Warner cable
Columbia, S.C
09.2015 - 07.2017
- Exceeded Monthly sales goals in MRR/ PSUs trended to goal on a monthly basis.
- Utilized PeopleSoft Financials system to streamline financial processes.
- Motivate peers to achieve sales goals through demonstrated leadership and support.
- Accountable for Conducted on-the-job training for new hires / coaching and developing new hires.
- Accountable for O.J.T / coaching and developing new hires.
- Followed up with customers to provide peace of mind throughout the sales process.
Residential Retention Representative
Time Warner Cable
Columbia, S.C
10.2013 - 09.2015
- Managed inbound disconnect/downgrade calls, focusing on retention strategies to reduce churn.
- Upsold at risk customers on every call adding PSUs /MRR
- Coached and developed new hires during on-the-job training.
- Skillfully retained customers by building positive relationships.
- Upgraded and sold services to retain at-risk customers.
Skills
- Customer Retention
- Risk & Issue management
- Data analysis
- Performance improvement
- Performance metrics
- Quality assurance
- Escalation resolution
- Operations Management
- Change implementation
- Team leadership
- Customer engagement
- Analytical skills
Timeline
Residential Retention Manager
Spectrum
06.2025 - Current
Residential Retention Supervisor/ PT Supervisor
Spectrum
10.2022 - 06.2025
DSC Chat/IBS /PT Sales Supervisor
Spectrum
06.2022 - 08.2020
Cap2 stocker
Spectrum Walmart
09.2019 - 02.2020
Business Class Retention Representative
Spectrum
07.2017 - 08.2020
Retail Sales Specialist
Time Warner cable
09.2015 - 07.2017
Residential Retention Representative
Time Warner Cable
10.2013 - 09.2015