Linda Contreras
Hondo,TX
Summary
Retention specialist with proven track record in customer retention and loyalty programs. Skilled in data analysis, customer engagement strategies, and team leadership. Adept at driving results through collaborative efforts and adapting to changing business needs. Known for effective problem-solving, strategic planning, and strong communication skills.
As management professional with focus on customer retention, proven history of implementing customer loyalty strategies that drive engagement and satisfaction. Effective collaborator and result-oriented team player who adapts to changing needs. Expertise in developing retention programs and understanding customer behavior.
As a Management Professional have developed and have led top performing sales and retention teams for 12 years in metrics which includes Sales Yield, Upgrade Yield, Bundle Sell in, Mobile Sell in, Single Play Save Rate, PSU Save Rate, and MRR Save Rate, Video Save Rate and Internet Save Rate.
Maintained the highest Operational metrics: AHT, Adherence to schedule and Shrinkage in San Antonio in both Retention and Sales.
Skilled in New/Enhance Product Training, Virtual Call Center Training, New Hire Training and Cross Functional Partnership. Successfully developed, implemented and tracked various sales and retention performance incentives. Expert knowledge in day-to-day tools such as Support Center, RTA, WebEx, OMS, SAP and OAI.
Overview
12
12
years of professional experience
Work History
Retention Manager
Charter Communications
01.2021 - Current
- Successfully leading a team of 6 supervisors and 70 agents
- Focusing primarily on team save/sales performance which consists of the following metrics; Single Save Rate, PSU Save Rate, MRR Save Rate, Mobile Yield, Average Handle Time, Productivity and Adherence to Schedule
- Currently: Top Enterprise Retention Manager 1st Quarter 2024
- Top 3 Manager in SA 9 months in 2024
- Top Performing Manager in SA 10 months in 2023
- Lowest Shrinkage in SA in 2023
- Partner with Director for Engagement activities
- Helped hire, train, develop agents and supervisors for the development of SA site
- Partner with peers for the success of San Antonio
Retention Manager
Charter Communications
01.2015 - 03.2021
- Improved team performance by 25% in 3 months
- Improved Single Play Save Rate from 39% to 47% in 3 months
- Improved PSU Save Rate from 58% to 64% in 3 months
- Improved MRR Save Rate from 61% to 65% in 3 months
- Improved Mobile Yield from .3% to .9% in 3 months
Manager-Inbound Sales
Charter Communications
01.2013 - 04.2015
- Led team with a 25% increase to Sales Yield (63% New Hire Agents)
- Improved team performance by 25% in 6 months
- Improve team overall performance by 20% in two months
- Successfully led a Team of 5 to 8 supervisors
- Focusing primarily on team sales performance which consists of the following metrics; MRR%, PSU%, Mobile Yield, Acquisition Yield, Upgrade Yield, Revenue per Call, Self-Install Kits, Average Handle Time, Productivity and Adherence to Schedule
- Led the Bilingual site in performance multiple years from 2015 to 2022
Skills
- Communication
- Teamwork
- Critical thinking
- Time management
- Leadership
- Adaptability
- Project Management
- Customer retention strategies
- Employee motivation
- Top Retention Manager 2024 San Antonio Texas
- Top Enterprise Retention Manager 1st Quarter 2024
- Top Performing Manager in San Antonio 10 months in 2023
- Successfully helped launch 2 Call Centers with Spectrum
Achievements
Spectrum Elite Winner
Top Performing Manager in Retention in 2024
Languages
Spanish
Professional Working
English
Full Professional
Timeline
Retention Manager
Charter Communications
01.2021 - Current
Retention Manager
Charter Communications
01.2015 - 03.2021
Manager-Inbound Sales
Charter Communications
01.2013 - 04.2015
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