Shelma Selman-Babbs
Apollo Beach,FL
Summary
Accomplished leader with a proven track record at Charter Spectrum, adept in team management and customer retention strategies. Elevated retention rates and employee engagement through innovative programs, demonstrating exceptional talent acquisition and customer relations skills. Successfully managed multiple projects at Cablevision, enhancing client satisfaction and operational efficiency. Dedicated professional eager to create and implement successful strategies to improve organizational efficiency. Adept at utilizing data analysis to provide insights into HR initiatives. Strong communication and interpersonal skills and committed to pursuing best practices related to employee development and retention.
Overview
27
27
years of professional experience
Work History
Retention Supervisor
Charter Spectrum
05.2022 - Current
- Reported regularly on department metrics, sharing insights with senior management for strategic planning purposes.
- Increased customer retention rates by developing and implementing effective retention strategies.
- Elevated employee engagement levels through recognition programs, incentive schemes, and opportunities for career advancement within the department.
- Enhanced team productivity through regular training sessions, coaching, and performance evaluations.
- Promoted a positive work environment, fostering collaboration and open communication between team members.
Offline Support Supervisor
Charter Spectrum
07.2017 - 05.2022
- Oversaw daily operations of the department, ensuring smooth workflow and timely completion of tasks.
- 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.
- Monitored workflow to improve employee time management and increase productivity.
- Increased team productivity by implementing efficient workflows and setting clear expectations for staff members.
- Demonstrated commitment to the organization''s core values, leading by example and fostering a culture of excellence.
New Hire Training Supervisor
Charter Spectrum
06.2011 - 07.2017
- Stayed current on industry trends and best practices in adult education to continuously improve the quality of new hire training offerings.
- Enhanced new hire training effectiveness by developing comprehensive curriculum and materials.
- Coordinated cross-functional team trainings to foster collaboration between departments and improve overall company performance.
- Streamlined onboarding process for more efficient employee integration into the workforce.
- Collaborated with department managers to identify specific training needs and develop tailored solutions.
Technical Specialist
Charter Spectrum
02.2009 - 06.2013
- Trained junior technicians on industry best practices and company-specific procedures, fostering a culture of continuous learning and professional growth.
- Provided exceptional customer support, resolving complex technical issues with effective communication skills.
- Completed troubleshooting and diagnostics on company resources.
- Managed multiple high-priority projects simultaneously, consistently meeting deadlines while maintaining attention to detail.
- Mentored fellow team members in advanced technical concepts, fostering a collaborative work environment where ideas were freely exchanged.
Project Leader
Cablevision
06.2000 - 01.2009
- Established strong relationships with clients, fostering trust and open communication throughout the entire project lifecycle.
- Implemented innovative solutions to overcome project challenges and address stakeholder concerns.
- Conducted thorough post-project evaluations to identify areas for future improvement in both processes and performance metrics.
- Achieved project success by efficiently allocating resources and managing schedules.
- Successfully led multiple projects simultaneously while maintaining a focus on priorities, resource allocation, and overall strategic objectives.
Customer Service Representative
Cablevision
07.1997 - 06.2000
- Handled customer inquiries and suggestions courteously and professionally.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
Education
No Degree - Business Communications
LSU
Baton Rouge, LA05.2024
Skills
- Team Management
- Customer Retention Strategies
- Customer Relations
- Documentation skills
- Performance Evaluation
- Upselling and Cross Selling
- Customer Relationship Management
- Talent Acquisition
Timeline
Retention Supervisor
Charter Spectrum
05.2022 - Current
Offline Support Supervisor
Charter Spectrum
07.2017 - 05.2022
New Hire Training Supervisor
Charter Spectrum
06.2011 - 07.2017
Technical Specialist
Charter Spectrum
02.2009 - 06.2013
Project Leader
Cablevision
06.2000 - 01.2009
Customer Service Representative
Cablevision
07.1997 - 06.2000
No Degree - Business Communications
LSU
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