Marcel Thomas
Professional
Leander,US
Summary
Organized and motivated employee eager to apply time management and organizational skills in various environments. Seeking entry-level opportunities to expand skills while facilitating company growth. Hardworking employee with customer service, multitasking and time management abilities. Devoted to giving every customer a positive and memorable experience. Results-oriented Retention Specialist skilled in compensation structuring and policy development to promote retention. Proven history of cultivating diversity and inclusion to build positive work culture. Offering years of expertise in maintaining employee satisfaction and reducing turnover. Dedicated professional eager to create and implement successful strategies to improve organizational efficiency. Adept at utilizing data analysis to provide insights into HR initiatives. Strong communication and interpersonal skills and committed to pursuing best practices related to employee development and retention.
Overview
11
11
years of professional experience
Work History
Retention Agent
The Real Insurance Lady
Houston, TX (Remote)
10.2021 - Current
- Ensure client has accurate information when selecting the best plan for the client
- Assisted customers with inquiries regarding account information, billing and service-related issues.
- Provided customer feedback to management team to ensure customer satisfaction.
- Identified potential areas of improvement for the retention process.
- Developed and implemented strategies to increase customer loyalty and retention rates.
- Analyzed data from surveys, interviews, focus groups and other research methods to identify potential retention opportunities.
- Maintained detailed records of all interactions with customers in order to track progress on retention efforts.
- Developed promotional materials such as email campaigns and direct mail pieces designed to increase customer engagement.
- Assisted in developing processes for tracking key performance indicators related to customer retention activities.
- Participated in weekly meetings with management team to review progress on retention initiatives.
- Created reports detailing trends in customer behavior, including churn rate, average revenue per user and lifetime value.
- Responded promptly and professionally to emails, phone calls, social media posts and other forms of communication from customers.
- Implemented creative solutions to deal with special circumstances.
Account Executive
Atmosphere
Austin, TX
01.2021 - 10.2021
- Developed and implemented a comprehensive sales plan to increase revenue in assigned territory.
- Provided timely customer service support to resolve any issues quickly and efficiently.
- Identified potential new customers through research of industry trends and competitive analysis.
- Analyzed customer data to develop targeted campaigns that increased customer loyalty and retention rates.
- Maintained accurate records of all sales activities using CRM software systems.
- Generated weekly reports on sales performance against targets for upper management review.
- Researched market conditions in local, regional, or national areas to determine potential sales of a product or service.
- Advised customers on best practices regarding product usage or maintenance procedures.
- Maintained updated knowledge of changing industry, standards and trends related to accounts.
Social Media Sales Advisor
GoDaddy
Austin, TX
05.2019 - 06.2020
- Presented strong leadership and problem-solving abilities to achieve set goals/targeted revenue
- Conducted high levels of professionalism with local business owners while providing constructive feedback and beneficial advice on any Digital Marketing/Social Media related issues
- Developed and implemented a comprehensive social media strategy to increase engagement on various platforms.
- Researched current trends in the industry and identified opportunities to expand reach.
- Collaborated with key stakeholders to create engaging visuals for use on social media.
- Analyzed data from analytics tools such as Google Analytics, Hootsuite, and Sprout Social to measure effectiveness of campaigns.
- Evaluated new technologies, strategies, and tactics related to digital marketing initiatives.
- Advised clients on best practices for managing their presence across multiple social media networks.
- Manage book of business utilizing CRM software (Salesforce) daily
- Recognized for providing effective team collaboration, a GoDaddy core value award Joining Forces.
Assistant Manager
T-mobile
Austin, TX
05.2015 - 05.2016
- Assisted in the development of operational strategies to ensure efficient and productive operations.
- Provided guidance and support to junior staff members on daily tasks, projects, and objectives.
- Conducted regular performance reviews for employees to identify areas of improvement.
- Developed a system for tracking inventory and ordering supplies as needed.
- Monitored employee attendance records, timekeeping, and payroll information.
- Managed customer service inquiries and complaints in a timely manner.
- Collaborated with management on developing strategic plans for achieving business goals.
- Analyzed data from surveys or feedback forms to identify opportunities for improvement.
- Supervised daily operations including scheduling shifts, assigning duties.
- Organized schedules, workflows and shift coverage to meet expected business demands.
- Coached team members and delivered constructive feedback to promote better productivity and build confidence.
Assistant Manager
Finish Line at Barton Creek
Austin, TX
09.2012 - 05.2015
- Confirmed with customers that they had enjoyed our customer service and took actions to correct all issues
- Responsible for all hiring/screening of new employees
- Created weekly schedules, deposited store sales nightly, and took necessary actions for inventory
- Provide leadership while delegating tasks to associates, enhancing employee morale and teamwork
- Managed 10-12 employees daily, maximized the efficiency of the work force, and fulfilling shift requirements
- Taught advanced training classes for employees bi-weekly
- Maintained company's visual merchandise based off the promotional product
- Analyze data weekly to increase sales with specific brands from previous YTD metrics
- Maintained both individual and shift sales while monitoring the POS system and sales floor.
Education
Bachelor's degree in Business Marketing -
Huston-Tillotson University
01.2016
Garland High School
01.2010
Skills
- Cross-Functional Communication
- Performance Evaluation
- Trend Tracking
- Documentation Skills
- Data Review
- Customer Relations
- Report Preparation
- Data Analysis
- Employee Hiring
- Information Protection
- Retention Management
- Team Building
- Conflict Resolution
- Analytical and Critical Thinking
- Relationship Building
- Decision-Making
- Recruitment and Hiring
- Database Maintenance
- Willingness to Learn
- Complex Problem Solving
- Customer Relationship Management
- Retention Program Development
- HRIS Technologies
- Microsoft Office
- Client Development and Retention
- Quality Assurance Evaluation
- Training Junior Team Members
- Efficient Sales Transactions
- Resolve Systems Service Management
- Solution Development
- Confidential Records Management
- Effective Customer Communication
- Conflict Resolution Techniques
- Collaborative Environments
- Product Availability
- Customer Engagement
- Employee Discipline
- Regulatory Protocols
- Claims Investigations
- Client Rapport-Building
- Improvement Recommendations
- Organizational Systems
- Corporate Leadership
- Performance Feedback
- Corrective Actions
- Customer Service and Assistance
- Creative Solutions
- Social Perceptiveness
- Recruitment and Retention
- Complaint Handling
- Training Initiatives
- Employment Data Tracking
- Social Media Campaign
Work Preference
Work Type
Full TimeWork Location
RemoteHybridImportant To Me
Company CultureWork-life balanceCareer advancementPaid sick leaveHealthcare benefitsPaid time offFlexible work hoursPersonal development programsTimeline
Retention Agent
The Real Insurance Lady
10.2021 - Current
Account Executive
Atmosphere
01.2021 - 10.2021
Social Media Sales Advisor
GoDaddy
05.2019 - 06.2020
Assistant Manager
T-mobile
05.2015 - 05.2016
Assistant Manager
Finish Line at Barton Creek
09.2012 - 05.2015
Bachelor's degree in Business Marketing -
Huston-Tillotson University
Garland High School
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