Summary
Overview
Work History
Education
Skills
Quote
Timeline
Additional Information
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RONALD CALDWELL

Charlotte,NC

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

10
10
years of professional experience

Work History

Customer Success Manager

VERIZON
Charlotte, NC
04.2022 - Current
  • Played instrumental role in client satisfaction by working with operational teams for proper resolution of service issues.
  • Conducted training and mentored team members to promote productivity, accuracy, and commitment to friendly service.
  • Led process improvement and problem-solving efforts to create standard procedures and escalation policy for customer support team.
  • Monitored metrics and developed actionable insights to improve efficiency and performance.
  • Monitored customer progress and addressed customer inquiries with timely and accurate updates.

BUSINESS RETENTION

SPECTRUM
Charlotte, NC
01.2022 - 03.2022
  • Created customized marketing materials to increase product awareness.
  • Identified appropriate marketing channels and target customers for campaigns.
  • Coordinated with social media, public relations and other teams to execute product introductions.
  • Studied demographic data to determine optimal targets, competitor offerings and tactics for persuasion.
  • Planned and launched large-scale events that boosted employee participation by 18%

Customer Success Specialist

AT&T -CERRITOS
Cerritos, CA
11.2020 - 03.2022
  • Cultivated customer loyalty, promoted repeat business, and improved sales.
  • Collected customer feedback and made process changes to exceed customer satisfaction goals.
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
  • Offered advice and assistance to customers, paying attention to special needs or wants.
  • Responded to customer requests for products, services, and company information.
  • Tracked customer service cases and updated service software with customer information.
  • Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.

DISPATCHER

ACS SECURITY
Los Angeles, CA
01.2019 - 03.2022
  • Received public emergency and non-emergency calls and supervised response prioritization in order to effectively dispatch official units such as police, fire and EMS while tracking data in real-time environments.
  • Read system maps and caller information, and documented details in system.
  • Relayed latest information to first responders via electronic means, telephone calls and radio responses.
  • Routed calls to police, fire and ambulance service to meet individual call needs.

RETENTION SUPERVISOR

IVERIFY/SECURITAS SECURITY
Charlotte, NC
12.2015 - 09.2019
  • Utilized knowledge of customer experience to create specialized plans for customer retention.
  • Utilized advanced skills in solving problems and making accurate decisions to implement strategies that brought about immediate results.
  • Reviewed successes and failures to learn from previous mistakes.
  • Adhered to appropriate legal scripting when required.
  • Developed product demonstrations and presentations for customers.
  • Improved team chemistry by 80%

SUPERVISOR

TARGET
Charlotte, NC
11.2012 - 10.2015
  • Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
  • Handled customer complaints, resolved issues and adjusted policies to meet changing needs.
  • Evaluated employee performance and coached and trained to improve weak areas by 15%.
  • Maintained compliance with company policies, objectives and communication goals.
  • Worked with management team to implement proper division of responsibilities.
  • Developed training, task and process guidelines and communicated clear and concise directions to employees.

Education

MBA - Information Technology

Los Angeles Pacific University
Los Angeles, CA
09.2023

Bachelor of Science - TECHNICAL MANAGEMENT

DeVry University
Charlotte, NC
07.2016

Skills

  • Satisfaction Surveys
  • Client Service Optimization
  • Customer Account Review
  • Mentoring
  • Customer Relations
  • Define Customer Needs
  • Requirements Management
  • Improve Product Configurations

Quote

I have not failed. I’ve just found 10,000 ways that won’t work.
Thomas Edison

Timeline

Customer Success Manager

VERIZON
04.2022 - Current

BUSINESS RETENTION

SPECTRUM
01.2022 - 03.2022

Customer Success Specialist

AT&T -CERRITOS
11.2020 - 03.2022

DISPATCHER

ACS SECURITY
01.2019 - 03.2022

RETENTION SUPERVISOR

IVERIFY/SECURITAS SECURITY
12.2015 - 09.2019

SUPERVISOR

TARGET
11.2012 - 10.2015

MBA - Information Technology

Los Angeles Pacific University

Bachelor of Science - TECHNICAL MANAGEMENT

DeVry University

Additional Information

  • AWARDS AND ACHIEVEMENTS , Certified Instructor for Iverify Security MAS Training Iverify Certificate of Outstanding Performance Excellent Service Letter- David McCoy Recognized by Iverify Security as MVP for Valuable Employee Community Service Award from New Shiloh Baptist Church Help established two Non-Profit Organizations for youth to receive services and treatment -Teen Work for Artwork Improve partnership relations between Law Enforcement and Community

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RONALD CALDWELL