Samantha Zaragoza

As a Team Lead overseeing a group of retention specialists, I was responsible for guiding, coaching, and motivating the team to deliver exceptional customer service and minimize customer cancellations. Key responsibilities included:

• Team Leadership: Supervised a high-performing team, providing daily coaching, mentorship, and support to foster a collaborative and results-driven work environment.
• Performance Management: Monitored team performance, conducting regular reviews and feedback sessions to ensure KPIs and retention goals were consistently met.
• Retention Strategies: Developed and executed targeted retention strategies aimed at reducing customer churn, increasing loyalty, and ensuring high levels of customer satisfaction.
• Customer Engagement: Managed escalated customer issues with a focus on resolving complex concerns in a timely and empathetic manner, ensuring customer retention.
• Training and Development: Conducted training programs to enhance team skills, ensuring adherence to company policies and continuous improvement in service delivery.
• Reporting: Generated detailed reports on team performance, customer retention rates, and feedback, presenting actionable insights to senior management.
• Continuous Improvement: Identified and implemented process improvements and best practices to streamline retention efforts, enhancing overall team effectiveness and customer satisfaction.
• Collaboration: Collaborated with cross-functional teams, including Sales and Customer Service, to develop a unified approach to customer retention and satisfaction.

Managed client success KPIs and built strong, personalized relationships with an assigned client base. Key responsibilities included:

• Client Relationship Management: Developed deep understanding of client needs and goals, ensuring personalized service and satisfaction.
• KPI & Success Benchmarks: Managed client success metrics and set personalized benchmarks to track progress and outcomes.
• Proactive Engagement: Regularly followed up with clients to ensure positive experiences and identify opportunities for improvement.
• Risk & Feedback Management: Monitored client relationships, identified risks, and utilized feedback to enhance services.
• Service Improvement: Collaborated with internal teams to develop and implement client service improvement plans.
• Onboarding & Alignment: Ensured alignment of goals and expectations with clients during onboarding and throughout the relationship.
• Escalation Point: Acted as the primary point of contact for client service inquiries and issue resolution.

Managed operations for a $1.2M location, focusing on profitability, team development, and operational efficiency. Key responsibilities included:

• Budget Management: Created schedules and managed payroll, reducing labor percentage from 45% to 11-13%, while staying within budget.
• Cost Control: Implemented cost-saving procedures, including waste logs, ordering systems, and kitchen schematics, reducing food costs.
• SOP Development: Developed, implemented, and trained staff on Standard Operating Procedures (SOPs) across all restaurant locations.
• Staff Training & Development: Created and led a Manager Training Program, mentoring all Managers in Training (MITs) to ensure leadership growth.
• Operations & Quality Control: Maintained high standards for cleanliness, organization, and sanitation to ensure food and beverage quality.
• Recruitment: Recruited, interviewed, and hired qualified staff to fill open positions, ensuring team readiness and success.
• Sales & Business Development: Tracked monthly sales and generated reports to guide business development and strategic planning.
• Guest Service Training: Trained front-of-house staff on guest service, communication, and policies to ensure exceptional customer experiences.
• Vendor & Relationship Management: Built strong relationships with vendors and delivery staff, ensuring efficient supply chain operations.

Managed a portfolio of approximately 500 clients, ensuring strong relationships and exceeding performance goals. Key responsibilities included:

• Client Relationship Management: Acted as the main point of contact, addressing client concerns and needs to maintain long-term partnerships.
• Sales Growth: Leveraged deep product knowledge to upsell and cross-sell, increasing client sales and account renewals.
• Issue Resolution: De-escalated customer concerns and implemented alternative solutions to meet client needs and improve satisfaction.
• Account Renewal: Secured account renewals by fostering trust and maintaining strong client relationships.
• ECRM & Reporting: Utilized ECRM and Salesforce to track performance and meet sales targets.
• Event Hosting: Organized company events to connect with potential clients and promote product offerings.
• Licensing: Maintained licensure in Property & Casualty (P&C) and Life & Health insurance to better serve client needs.