LaDaron Griffin
Desoto
Summary
Strategic and customer-focused Loyalty Supervisor with 18+ years of experience in the telecommunications industry, driving customer retention and value through data-led loyalty and engagement programs. Expertise in CRM platforms, customer segmentation, and lifecycle marketing, with a proven ability to reduce churn and increase ARPU (Average Revenue Per User). Adept at turning customer insights into targeted campaigns that strengthen brand loyalty and improve the overall customer experience. Strong cross-functional collaborator with a passion for innovation and continuous improvement.
Overview
22
22
years of professional experience
Work History
Small Business Retention Supervisor
Frontier Communications
09.2022 - Current
- Manage a team of retention specialists, ensuring consistent performance and adherence to company policies.
- Reduce churn rate by proactively identifying at-risk customers and implementing targeted intervention measures.
- Enhance team productivity through regular training sessions, coaching, and performance evaluations.
- Report regularly on department metrics, sharing insights with senior management for strategic planning purposes.
- Optimize the use of CRM tools to better track customer interactions, leading to more informed decision-making processes.
- Increase customer retention rates by developing and implementing effective retention strategies.
- Conduct root cause analyses on lost customers to identify trends and inform future retention strategy development.
- Evaluate current customer retention strategies and recommended improvements.
- Maintain comprehensive knowledge of industry trends, competitor offerings, and market shifts – adapting departmental priorities accordingly.
- Promote a positive work environment, fostering collaboration and open communication between team members.
Customer Service Sales Consultant
Verizon Communications Inc/Frontier Communicatios Inc
06.2009 - Current
- Received multiple positive reviews which acknowledged dedication to excellent customer service.
- Asked open-ended questions to assess customer needs.
- Demonstrated dedication to continuously improving sales abilities and product knowledge.
- Assisted customers promptly and politely, via telephone.
- Supported customers and fielded questions regarding merchandising and pricing.
- Helped drive sales goals and achieve monthly quotas.
- Ensured superior customer experience by addressing customer concerns, demonstrating empathy and resolving problems swiftly.
- I have been in our Management Development Programs.
- Currently I am a Lead assisting my supervisor in our call center.
Buried Drop
Verizon Communications Inc
08.2006 - 06.2009
- Dug trenches, backfilled holes and compacted earth to prepare for new construction.
- Consistently assumed additional responsibilities and worked extended hours to meet project deadlines.
- Informed supervisors when machines needed major service.
- Collaborated with dispatch to ensure smooth work flow and efficient organization operations.
- Maintained compliance with company standards to perform all maintenance activities.
- Operated equipment such as Trenchers and Directional Drills.
- Followed company procedures to maintain work environment in a neat and orderly condition.
Lead Installer
Hill Professional Services
06.2003 - 08.2006
- Followed standards and procedures to maintain safe work environment.
- Ensured proper installations through accurate reading of blueprints.
- Installed, aligned, and balanced new equipment.
- Accurately read, understood, and carried out written instructions.
- Maintained compliance with company standards to perform all maintenance activities.
- Managed team of Ten personnel focused on providing expert detailing services to Business customers.
Education
High School Diploma -
Life Stream Prep.
1999
Skills
- Team management
- Customer retention strategies
- Customer service
- Microsoft office
- Strong conflict resolution skills
- Motivated team player
- People-oriented
- Goal-oriented
- Effective communication
- Complex Problem-solving
- Cross-functional communication
- Teamwork and collaboration
- Training and mentoring
- Complaint handling
- Performance evaluation
- Documentation skills
- Data review
- Professionalism
- Excellent work ethic
- Positive and friendly
- Personable
- Teamwork and collaboration
- Decision-making
- Quick learner
- Time management
- Active listening
Accomplishments
- Verizon Communications Credo Award Winner.
- 4-time presidents club winner.
- Accomplished Run For The Warehouse three times.
- Accomplished Sale One More, while in Buried Drop.
Verizon Communications Credo Award Winner
Verizon Communications highest honor, awarded to employees who consistently demonstrate outstanding performance, leadership, and dedication to the company’s values and mission.
Timeline
Small Business Retention Supervisor
Frontier Communications
09.2022 - Current
Customer Service Sales Consultant
Verizon Communications Inc/Frontier Communicatios Inc
06.2009 - Current
Buried Drop
Verizon Communications Inc
08.2006 - 06.2009
Lead Installer
Hill Professional Services
06.2003 - 08.2006
High School Diploma -
Life Stream Prep.
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