PHILLOJAY SIMPSON

• Manage a team of retention agents, motivating and driving team results to meet DirecTV metrics.
• Provide feedback, identifying gaps, follow-up sessions, and hold accountable sessions when needed.
• Responsible for bringing in new individuals, with interviews, conducting hiring events, meeting hiring goals, and monthly hiring classes.
• Providing site support by listening to calls, providing feedback to agents, and providing support to sales coaches to drive up results for the site.
• Conducted investigations, worked with HR, and issued discipline, up to termination, regarding referrals within the Sunrise site.

● Provide support to representatives on the floor with my knowledge and help resolving the issue.

● Assist the representatives on de-escalating the call or take supervisor call when needed.

● Listen to representative calls and provide feedback to help further their development.

• Provided exceptional customer service by addressing inquiries, resolving issues, and ensuring customer satisfaction to retain clients effectively.
• Conducted in-depth conversations with customers to understand their needs, concerns, and reasons for potential cancellation, fostering a trusting relationship.
• Developed tailored retention strategies, including special offers and service adjustments, resulting in a 20% increase in customer retention rates.
• Maintained detailed records of customer interactions and resolutions using CRM software, ensuring accurate tracking of retention efforts and outcomes.

• Provided patient care.
• Assist clients with bathing, grooming, dressing, and feeding.
• Ensure patients take their medications as prescribed and monitor health changes.
• Perform light housekeeping duties, including laundry, sweeping, and meal preparation.
• Offer companionship and emotional support to clients.
• Maintain accurate records of care provided, and communicate any concerns to the care team.