Summary
Overview
Work History
Education
Skills
Timeline
Generic

Vicki Ford

Rockvale,TN

Summary

Expert in establishing lasting connections with customers by delivering outstanding service, consistently exceeding expectations across corporate and client interactions.

Overview

22
22
years of professional experience

Work History

Retention Supervisor

Dish Network Corp
08.2023 - Current
  • Developed retention strategies to enhance customer loyalty and satisfaction.
  • Analyzed customer feedback to identify trends and areas for improvement.
  • Implemented training programs to improve team performance and engagement.
  • Monitored retention metrics to assess program effectiveness and drive initiatives.
  • Collaborated with cross-functional teams to align retention efforts with business goals.
  • Led team meetings to discuss challenges, share best practices, and foster collaboration.
  • Created reports summarizing retention trends and recommendations for management review.
  • Established benchmarks for retention rates to guide performance evaluations and improvements.
  • Enhanced team productivity through regular training sessions, coaching, and performance evaluations.
  • Assisted in budget management for the retention team, ensuring cost-effective use of resources without compromising on results.
  • Reduced churn rate by proactively identifying at-risk customers and implementing targeted intervention measures.
  • Collaborated with cross-functional teams to identify areas of improvement in customer experience and implement necessary changes.
  • Developed strong relationships with customers, understanding their needs and providing tailored solutions for maximum satisfaction.
  • Conducted root cause analyses on lost customers to identify trends and inform future retention strategy development.
  • Managed a team of retention specialists, ensuring consistent performance and adherence to company policies.

Cash Specialist

CHS
02.2019 - 08.2023
  • Processed cash transactions with accuracy, ensuring compliance with financial regulations.
  • Assisted in reconciling daily cash reports to maintain accurate records.
  • Monitored and managed cash flow, identifying discrepancies promptly.
  • Provided training support for new team members on cash handling procedures.
  • Implemented best practices for cash management, enhancing operational efficiency.
  • Collaborated with finance team to streamline reporting processes and improve accuracy.
  • Developed and maintained strong relationships with vendors to facilitate smooth transactions.
  • Analyzed transaction trends to propose improvements in cash handling procedures.

Supervisor of Materials Management

Vanderbilt Children's Hospital
11.2003 - 02.2015
  • Medicare and Medicare claims in a call center
  • Direct patient charges fix discrepancies in chargeable accounting
  • Make locations for supplies set min and max on pars so that the supplies get ordered correctly according to par
  • Made sure all inventory was completed and met with vendors daily
  • Attended 3 management meetings
  • Created employee schedules
  • Worked in a service center when calls came in I assisted the customers with the supplies they needed and also received customer complaints and resolved any issues they had
  • Supervised 24 employees
  • Troubleshooting with hand held scanners

Education

Associate in Business - Business mgt

Middle Tennessee State University
Murfreesboro, TN
01.1992

Skills

  • Customer service expertise
  • Supervisory skills
  • Business management
  • Inventory management
  • Time and attendance oversight

Timeline

Retention Supervisor

Dish Network Corp
08.2023 - Current

Cash Specialist

CHS
02.2019 - 08.2023

Supervisor of Materials Management

Vanderbilt Children's Hospital
11.2003 - 02.2015

Associate in Business - Business mgt

Middle Tennessee State University

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