Matthew Zambrano
Riverview,FL
Summary
Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.
Overview
28
28
years of professional experience
Work History
Retention Call Center Manager
Charter Communications, Spectrum
08.1995 - 12.2023
- Achieved high customer retention rates by implementing effective call center strategies and training programs for agents.
- Reduced employee turnover by fostering a positive work environment and providing ongoing support to staff members.
- Improved overall call center efficiency by analyzing performance metrics, identifying areas of weakness, and implementing targeted solutions.
- Enhanced customer satisfaction levels with consistent follow-up on issues raised during calls, ensuring timely resolution.
- Coached and mentored team members to increase their skills and knowledge, resulting in higher individual performance levels.
Education
No Degree - Accounting
SUNY Morrisville
Morrisville, NY04.1975
Skills
- Multitasking
- Problem solving
- Innovation and creativity
- Quality assurance
- Reporting and documentation
- Attention to detail
- Customer retention strategies
- Strategic planning
- Escalation management
- Performance management
- Conflict resolution
- Change management
- Complaint handling
- Performance tracking
- Product knowledge
- Call monitoring
- Analytical thinking
- Team leadership
- Time management
- Organizational skills
- Relationship building
- Active listening
Accomplishments
- Supervised team of 60+ retention specialists and 6 retention supervisors.
- Held entry level position, training supervisor positions, sales supervisor/manger, retail manager and operations manager positions before taking on my last role as a retention manager for the past 7 years.
Timeline
Retention Call Center Manager
Charter Communications, Spectrum
08.1995 - 12.2023
No Degree - Accounting
SUNY Morrisville