Nicholas Tucker
Austin,Texas
Summary
Results-driven Senior Retention Specialist and Account Manager with 10 years of experience managing client accounts and leading customer retention strategies. Skilled in analyzing customer data, building trust-based relationships, and delivering targeted solutions to reduce churn and boost loyalty. Proven track record of driving $2.5 million in retained revenue through exceptional service and strategic account management.
Overview
15
15
years of professional experience
Work History
Senior Retention Specialist, Account Manager
RCH/ Spectrum
03.2015 - Current
- Created and led RCH’s first successful retention and account management program for delinquent Spectrum accounts in high-risk markets across Central Texas and Southern California. Using CRM tools and local socio-economic insights, I built a targeted strategy from the ground up that recovered over $2.5 million in at-risk revenue and redefined RCH’s approach to customer retention.
- Consistently exceeded personal weekly collection quotas across assigned national regions by implementing strategic follow-up processes and maintaining proactive client communication—regularly recovering between $5,000 and $8,000 in past-due balances.
- From 2016 to 2021, I drove a 75% increase in corporate collections by implementing targeted retention strategies and strengthening client relationships, recovering over $350,000 in past-due revenue and boosting account performance.
- Designed and executed a data-driven payment arrangement structure by actively building customer trust and analyzing payment histories, leading to a 30% increase in retention.
- Provided support to team members by creating training videos on effective client retention strategies, contributing to a 15–20% increase in company-wide collections.
Field Operations Specialist
RCH/ Spectrum
04.2012 - 03.2015
- Managed collections on 70+ delinquent accounts weekly within assigned territory.
- Created transportation routes to maximize personnel efficiency of equipment collections.
- Influenced customers via phone & in person to resolve unpaid balances.
- Established & implemented new processes & procedures that became standard for all Field Operations Specialists.
- Added customer touch points that resulted in a 50% increase in collection of past due balances.
Store Inventory Manager
Half Price Books
10.2010 - 05.2013
- Monitored & purchased inventory to ensure store was properly stocked.
- Collaborated with Regional Distribution Manager to assess departmental product needs.
- Strategized new merchandise purchases through market research & data analysis to ensure product sales were congruent with monthly revenue goals.
- Facilitated monthly meetings with regional leadership to report on inventory and sales metrics.
Education
Bachelor Of Science - Applied Sociology
Texas State University
Skills
- Relationship Building
- Communication
- Data Analysis
- Time Management
- Customer Advocacy
- Product Knowledge
- Problem Solving
- Adaptability
Timeline
Senior Retention Specialist, Account Manager
RCH/ Spectrum
03.2015 - Current
Field Operations Specialist
RCH/ Spectrum
04.2012 - 03.2015
Store Inventory Manager
Half Price Books
10.2010 - 05.2013
Bachelor Of Science - Applied Sociology
Texas State University
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