Summary
Overview
Work History
Education
Skills
Accomplishments
Timeline
Tarex Bonner

Tarex Bonner

Powder Springs,United States

Summary

Customer Support Team Lead with over 13 years of extensive expertise in enhancing client satisfaction and operational efficiency. Excels in team leadership and strategic resource allocation, leveraging data analysis and performance evaluation to drive continuous improvement. Committed to fostering a collaborative and innovative environment to elevate call center operations and achieve outstanding results.

Overview

14
14
years of professional experience

Work History

Retention Manager - Loyalty

AT&T
04.2018 - 11.2024
  • Lead 12 teams, enhancing efficiency for 225 agents, reducing churn and boosting retention
  • Conduct performance assessments, fostering career growth and team development
  • Analyze data to streamline services, achieving measurable improvements
  • Utilized strong analytical insights to tackle multifaceted problems, optimizing team output.
  • Implement initiatives to improve team retention and foster a culture of growth
  • Partner with cross-functional teams to streamline processes, resulting in notable improvements in agent efficiency and overall team performance
  • Foster a team culture that drives measurable improvements in retention, handling escalations to retain customers with personalized solutions
  • Fostered client relationships, tackling their issues efficiently
  • Achieved and surpassed weekly sales targets through strategic negotiations
  • Worked in unison with a team to fulfill company objectives
  • Achieved client satisfaction through creative problem-solving
  • Reduced attrition through strategic staffing solutions
  • Mentored team members for professional growth
  • Delivered accurate reporting on time
  • Optimized customer interactions through continuous improvement
  • Monitored system performance metrics regularly, identifying potential areas for improvement within the technical support department.
  • Provided remote assistance using screen-sharing tools, facilitating faster resolutions without requiring onsite visits.

Sales Representative

True Green Lawn Care
03.2017 - 11.2017

Senior Customer Service Representative & Sales Coordinator

King Alarm Systems
08.2014 - 02.2017

Regional Manager

Dekal Wireless Jamaica Ltd.
03.2011 - 08.2014
  • Orchestrated the distribution of pre-paid WIFI cards, driving regional revenue growth
  • Contributed to community upliftment, aiding government-led school projects
  • Facilitated network expansion via strategic site acquisitions and hotspot promotions
  • Consulted on critical surveillance projects for key agricultural stakeholders

Education

Some College (No Degree) - Information Technology

Institute For Practical & Academical Studies, Kingston, Jamaica

High School Diploma -

St. Andrew Technical High School, Kingston, Jamaica

Certificate - Speed Spanish

CWA/NETT Academy, Washington, DC
01.2019

Certificate - Introduction to PC Security

CWA/NETT Academy, Washington, DC
01.2019

Certificate - Advance PC Security

CWA/NETT Academy, Washington, DC
01.2019

Some College (No Degree) - Electrical Installation

HEART Vocational Training Center, Kingston, Jamaica
07.1998

Skills

  • Budget Management
  • Performance Evaluation
  • Operational Efficiency
  • Data Analysis
  • Team Leadership
  • Professional Development
  • Resource Allocation
  • Client Satisfaction Enhancement
  • Coaching Skills
  • Continuous Improvement
  • Problem Solving
  • Customer Service
  • Client Relationship
  • Strategic Planning
  • Team Collaboration
  • Multichannel Communication
  • Upselling and cross selling
  • Customer feedback analysis
  • Cross-functional communication
  • CRM software proficiency
  • Data review
  • Customer relations
  • Performance evaluation
  • Customer retention strategies
  • Personnel conflict management
  • Microsoft office
  • Customer relationship management
  • Analytical and critical thinking
  • Procedure compliance
  • Project management
  • Strategic planning
  • Willingness to learn
  • Problem-solving
  • Time management
  • Attention to detail
  • Problem-solving abilities
  • Excellent communication
  • Organizational skills
  • Interpersonal skills

Accomplishments

  • Area Manager of The Year, Dekal Wireless, 2011, Led team to achieve recognition from upper management and financial reward.
  • Promoted to Mi60 Program, AT&T, 09/01/21, Promoted from Customer Service Representative to Supervisor, in less than 12 months.
  • Win As One Acknowledgement, AT&T, 01/01/22, Recognized as Employee who displayed outstanding performance and team contributions.
  • Allstar Performer, AT&T, 01/01/22, Consistently maintained high customer satisfaction ratings.

Timeline

Retention Manager - Loyalty - AT&T
04.2018 - 11.2024
Sales Representative - True Green Lawn Care
03.2017 - 11.2017
Senior Customer Service Representative & Sales Coordinator - King Alarm Systems
08.2014 - 02.2017
Regional Manager - Dekal Wireless Jamaica Ltd.
03.2011 - 08.2014
Institute For Practical & Academical Studies - Some College (No Degree), Information Technology
CWA/NETT Academy - Certificate, Speed Spanish
CWA/NETT Academy - Certificate, Introduction to PC Security
CWA/NETT Academy - Certificate, Advance PC Security
St. Andrew Technical High School - High School Diploma,
HEART Vocational Training Center - Some College (No Degree), Electrical Installation

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Tarex Bonner