Reginald Murry
Hockley,TX
Summary
Superior and Knowledgeable Customer Retention Supervisor works well in fast-paced and high-pressure work environment while always maintaining professionalism. Extensive experience in training, quality assurance, data entry, customer service, negotiating, retention and driving team morale.
Negotiations-savvy Customer Retention Supervisor accurately manages large volume of calls, inquiries and team compliance. Adept at building key relationships and applying effective customer service techniques to increase sales revenue.
Detailed Client Service Leader known for having great organizational and communication skills. Gifted at working with all types of customers and associates. Self-Motivated Supervisor with 25 years of experience monitoring, coordinating and allocating employee efforts to achieve organizational goals. Proven track record with continuous improvement, performance growth and schedule management.
Seeking a new organization where I can hard work and where my dedication will be highly valued.
Overview
20
20
years of professional experience
Work History
Customer Service/Customer Support Retention Manager
Brinks Home Security
Dallas , TX
06.2014 - 11.2023
- Developed and implemented retention strategies to improve customer loyalty and reduce churn rate.
- Monitored customer complaints, identified trends, and created solutions to address issues quickly.
- Collaborated with sales team to develop cross-selling campaigns focused on increasing revenue from existing customers.
- Managed a team of Customer Retention Representatives responsible for resolving escalated customer inquiries.
- Trained staff on how best to interact with customers in order to build relationships and strengthen brand loyalty.
Account Resolution & Relocation Specialist
Monitronics Security
Dallas , TX
05.2009 - 07.2014
- Created employee relocation packages including cost estimates and other related information.
- Monitored the progress of all incoming and outgoing relocation processes to ensure smooth transitions.
- Facilitated communication between relocating employees and their families throughout the transition period.
- Served as a resource for questions about the relocation process from both internal staff members and external customers.
- Collaborated with other departments within the organization to ensure compliance with corporate policies related to relocation activities.
Assistant General Manager
Taco Bell
Dallas, TX
07.2003 - 05.2009
- Directed and supervised team of 35 employees in daily operations.
- Developed and implemented operational policies and procedures to ensure efficiency and accuracy of workflows.
- Maintained accurate records of employee performance, attendance, leave requests, and disciplinary actions.
- Resolved customer complaints in a timely manner while ensuring customer satisfaction.
- Conducted weekly meetings with team members to discuss upcoming tasks and project deadlines.
- Recruited, hired, trained, mentored, coached, evaluated, and terminated staff as necessary.
- Developed and implemented effective strategies to maximize sales and profits.
- Monitored inventory levels and placed orders for new stock as needed.
- Identified opportunities for cost savings and operational efficiency improvements.
- Resolved customer complaints in a timely manner while maintaining a professional demeanor.
- Provided training, guidance, and support to staff members on proper procedures and policies.
- Implemented safety protocols to protect both customers and employees from potential hazards.
- Assisted in the recruitment process by conducting interviews with prospective candidates.
- Prepared weekly schedules for staff members based on their availability.
Education
High School Diploma -
A. Maceo Smith High School
Dallas , TX05-1995
Skills
- Customer Retention Strategies
- Proficiency in DICE and Microsoft Office
- Excellent Communication Skills
- Contract Negotiation Abilities
- Process Improvement and Procedure Compliance
- Employee Counseling and Development
- Client Relationship Building and Conflict Resolution
- Data Analysis and Time Management Abilities
- Performance Appraisal
- Organizational Development
- Employee Hiring, Onboarding, Orientation and Termination
- Customer Retention Strategies and Management
- Relationship Building, Teamwork and Collaboration
- Remote Conferencing and Communication
- Analytical, Critical Thinking and Problem Solving Aptitude
Timeline
Customer Service/Customer Support Retention Manager
Brinks Home Security
06.2014 - 11.2023
Account Resolution & Relocation Specialist
Monitronics Security
05.2009 - 07.2014
Assistant General Manager
Taco Bell
07.2003 - 05.2009
High School Diploma -
A. Maceo Smith High School
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