Summary
Overview
Work History
Education
Skills
Timeline
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Stephanie Miller

Muskegon,MI

Summary

At Charter Communications, Spectrum, I spearheaded customer retention initiatives, enhancing satisfaction and loyalty through innovative strategies and exceptional team leadership. My expertise in customer relations and trend tracking, coupled with a proactive approach to problem-solving, significantly improved retention rates. I excel in fostering cross-functional communication and driving results through strategic insight and performance evaluation.

Overview

20
20
years of professional experience

Work History

Retention Supervisor

Charter Communications, Spectrum
07.2021 - Current
  • Championed a customer-centric culture, instilling a strong focus on delivering outstanding service and support across the entire department.
  • Promoted a positive work environment, fostering collaboration and open communication between team members.
  • Optimized the use of CRM tools to better track customer interactions, leading to more informed decision-making processes.
  • Reported regularly on department metrics, sharing insights with senior management for strategic planning purposes.
  • Maintained comprehensive knowledge of industry trends, competitor offerings, and market shifts – adapting departmental priorities accordingly.
  • Increased customer retention rates by developing and implementing effective retention strategies.
  • Improved overall customer satisfaction by addressing and resolving escalated customer complaints in a timely manner.
  • Managed a team of retention specialists, ensuring consistent performance and adherence to company policies.
  • Elevated employee engagement levels through recognition programs, incentive schemes, and opportunities for career advancement within the department.

Retention Lead

Charter Communications, Spectrum
01.2019 - Current
  • Responded to team support questions quickly to maintain call center efficiency.
  • Handled advanced issues with calm, knowledgeable and professional approach.
  • Ensured high-quality service by monitoring calls, providing feedback, and coaching team members on areas for improvement.
  • Improved customer retention rates by addressing escalated issues promptly and professionally, ensuring positive resolution for both parties involved.
  • Increased customer satisfaction by implementing effective call center strategies and providing timely solutions to customer concerns.
  • Recommended products to customers, thoroughly explaining details.

Retention Specialist

Charter Communications, Spectrum
11.2004 - Current
  • Increased customer retention rates by developing and implementing effective loyalty strategies.
  • Enhanced customer satisfaction levels with proactive communication and timely resolution of issues.
  • Reduced churn rates by identifying at-risk customers and crafting personalized retention plans.
  • Boosted revenue through upselling and cross-selling opportunities during customer interactions.
  • Improved overall company performance by contributing to strategic planning discussions and offering retention-focused recommendations.
  • Delivered exceptional service standards, resolving issues promptly and maintaining open lines of communication with clients.
  • Gathered feedback from departing customers to identify areas for improvement in products or services offered.
  • Handled escalated customer complaints professionally, de-escalating situations while finding mutually beneficial resolutions.
  • Participated in industry events to stay updated on current trends and best practices in customer retention strategies.
  • Identified changing customer needs and adapted service strategies to meet them.
  • Utilized advanced skills in solving problems and making accurate decisions to implement strategies that brought about immediate results.

Education

No Degree - Computer Networking

Davenport University
Grand Rapids, MI

Skills

  • Customer Retention Strategies
  • Team Management
  • Performance Evaluation
  • Cross-Functional Communication
  • Upselling and Cross Selling
  • Documentation skills
  • Trend tracking
  • Data review
  • Customer Relations
  • Offer development
  • Documentation abilities
  • Procedure Compliance

Timeline

Retention Supervisor

Charter Communications, Spectrum
07.2021 - Current

Retention Lead

Charter Communications, Spectrum
01.2019 - Current

Retention Specialist

Charter Communications, Spectrum
11.2004 - Current

No Degree - Computer Networking

Davenport University

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