Open To Work
Lelsia Branham Goodwin
Verizon Wireless
Gadsden,South Carolina
Work Preference
Desired Job Title
RetentionCo. Manager
Work Type
Full TimePart Time
Location Preference
HybridOn-SiteRemote
Location:
Gadsden, South Carolina, USColumbia, SC
Open to relocation:
Yes
Important To Me
Flexible work hoursWork-life balancePersonal development programsHealthcare benefitsWork from home optionPaid time offStock Options / Equity / Profit Sharing401k matchPaid sick leaveCareer advancementCompany Culture
32
years of professional experience
Results-driven professional with extensive experience in customer retention, active listening, and clear communication. Proven ability to resolve issues promptly, enhancing customer loyalty and satisfaction.
Detail-oriented individual with a strong background in client retention and problem resolution. Skilled in multitasking and effective communication, contributing to improved service delivery and customer satisfaction.
Experienced with driving customer engagement and retention. Utilizes strategic marketing techniques to connect with target demographics. Knowledge of building strong client relationships and effective communication.
Work History
Retention
7 Years 9 Months- Improved client retention through effective communication and personalized banking solutions.
- Increased customer retention by addressing concerns promptly and professionally.
- Maximized client retention, consistently addressing concerns and resolving issues promptly.
- Improved client retention with consistent communication and timely issue resolution.
- Resolved customer inquiries and complaints through effective communication and problem-solving strategies.
- Analyzed call data to identify trends, contributing to strategic improvements in service delivery.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Demonstrated excellent multitasking abilities by simultaneously handling multiple tasks such as navigating systems, taking notes on calls, and answering inquiries from clients.
- Handled escalated customer complaints effectively, leading to satisfactory resolutions for both the client and the company.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Consistently met or exceeded performance goals, contributing to the overall success of the call center.
- Provided empathetic support for customers experiencing personal difficulties, building rapport and trust in our brand.
- Reduced call resolution time through efficient problem-solving and communication skills.
Co. Manager
23 Years 6 Months- Oversaw daily operations to ensure efficient workflow and customer satisfaction.
- Trained and mentored team members on operational best practices and company policies.
- Implemented process improvements that enhanced inventory management accuracy.
- Collaborated with cross-functional teams to streamline order fulfillment processes.
- Facilitated regular team meetings to communicate goals, expectations, and performance feedback.
- Ensured compliance with safety standards and operational procedures across departments.
- Partnered with other Co-Managers to share best practices, learn from collective experiences, and improve overall store performance.
- Ensured compliance with company policies, procedures, and safety regulations by monitoring operations on a daily basis.
- Resolved complex customer complaints promptly and effectively, maintaining high levels of customer satisfaction while protecting business interests.
- Collaborated with Store Manager to develop promotional strategies that effectively attracted new customers and increased foot traffic.
- Increased sales revenue by training and mentoring staff in effective selling techniques and product knowledge.
- Maximized performance by monitoring daily activities and mentoring team members.
- Accomplished multiple tasks within established timeframes.
- Controlled costs to keep business operating within budget and increase profits.
- Trained personnel in equipment maintenance and enforced participation in exercises focused on developing key skills.
- Maintained professional, organized, and safe environment for employees and patrons.
- Improved staffing during busy periods by creating employee schedules and monitoring call-outs.
- Launched quality assurance practices for each phase of development
- Evaluated employee performance and conveyed constructive feedback to improve skills.
- Established team priorities, maintained schedules and monitored performance.
Education
Bachelor of Science - Business Administration
- Dean's List 2019-2025 fall winter, spring, summer semester.
- 4.95 GPA
- summa cum laude graduate
- Extracurricular Activities: Painter,crafting, teen ministry
Associate of Arts - Business Administration
- Dean's List 2018-2023 winter, spring, summer and fall semester.
- 4.95 GPA
- summa cum laude graduate
Skills
Critical thinking
Customer loyalty and retention
Active listening
Clear communication
Decision-making
Team player
Problem-solving skills
Positive attitude
Resolving issues
Calm disposition
Multitasking and organization
Attention to detail
Time management
Retention strategies
Timeline
Retention
Verizon Wireless
10.2018 - CurrentRead More
Co. Manager
Walmart
07.1994 - 01.2018Read More
Strayer University
Bachelor of Science from Business Administration
Read More
Strayer University
Associate of Arts from Business Administration
Read More