A Retention Supervisor communicates with customers, members, and employees and works to increase loyalty and retain their service or business. Several responsibilities and goals associated with the post are often seen listed on the Retention Supervisor Resume as – developing new concepts and focusing on growth initiatives and retention, handling finances and invoice processing and supporting in the development and implementation of marketing campaigns, collecting results, and contributing to marketing operations and assisting the sales team, preparing annual marketing plans, gathering data related to complaints, communicating with customers and employees, developing and proposing solutions, and negotiating with customers to ensure loyalty.
Most workers in this role have at least a high school diploma or GED, and the following skills – experience in marketing, campaigning, e-commerce, and brief writing; sound knowledge of market print production, deep knowledge of B2B marketing, related technology, and email campaigns, and proficiency in MS Office tools. Even while a high school diploma or GED is enough, some companies prefer to hire candidates with a bachelor’s degree in a related field.
Summary : Focused, results-oriented Retention Supervisor professional with over ten years experience in progressively responsible positions including management, Customer-service oriented with proven ability to provide team-spirited leadership for maximum productivity, Skilled professional with the ability to communicate effectively to attain company goals while, following the set company guidelines and procedures, Developing and implementing effective training programs with high degree of energy and enthusiasm.
Skills : ALM, TFS, Microsoft Office.
Description :
Coached and motivated a team of 16-18 customer account executives (CAEs).
Supervised/Mentored team of 10 subject matter experts.
Developed personal performance plans for CAE's and provide immediate performance feedback.
Supervised for new hire trainees while in the new hire training class.
Measured agent's performance based on call center/sales metrics and goals.
Collaborated with call center director and senior management to identify best practices for retaining Comcast customers.
Led supervisor for team of 15 supervisors responsible for interviewing and hiring new customer account executives.
Experience
10+ Years
Level
Senior
Education
Bachelor's
Retention Supervisor Resume
Objective : A results-driven and forward-thinking operations manager with extensive expertise in retention, project management, administrative services, client relations/satisfaction, interfacing, regulation/compliance, conflict resolution, and customer service. Utilizes strong communication and organizational skills to ensure the meeting of goals. A detail-oriented and innovative producer who identifies issues, implements best practices, and provides lasting solutions. A cost-conscious and meticulous leader who maximizes the bottom line.
Skills : Microsoft Office, Microsoft Excel, CSG, Powerpoint, Icoms.
Description :
Supervised team of 16 customer service representatives.
Administered disciplinary action and oversaw hiring, scheduling, training, and development of staff.
Tracked goals as set by department to ensure meeting objectives on monthly basis.
Provided ongoing customer service of Medicare supplement policyholders, including status of claims, accepting of bill payments, explanation of benefits, and any notifications regarding benefit/premium adjustments.
Interfaced between company and state agencies regarding aging.
Managed all communications relative to Medicare supplement business in Priority-1 department.
Retained Medicare supplement business with annual goal of in annualized premium, exceeding goals for past three years.
Experience
2-5 Years
Level
Junior
Education
Business Management
Retention Supervisor Resume
Headline : Retention Supervisor with 10 years of experience in Establishing team lead mentoring program and participated as the National Employee Engagement Spokesman, Meting or exceeding all sales targets despite increased competition presented by the opening of two new wireless companies, Researching and investigating various client accounts, write detail reports, process credit card payments and provide solutions in database, reporting fraud activity to legal department.
Skills : Customer Service Management, Complaint Handling & Resolution, Customer Retention, Punctual, Microsoft Excel, Microsoft Office, Team building & Training, Windows Troubleshooting, Java Programming.
Description :
Confered with customers by telephone or in person to provide information about products or services, take or enter orders, cancel accounts, or obtain details of complaints.
Kept records of customer interactions or transactions, recording details of inquiries, complaints, or comments, as well as actions taken.
Checked to ensure that appropriate changes were made to resolve customers' problems.
Determined charges for services requested, collect deposits or payments, or arrange for billing.
Refereed unresolved customer grievances to designated departments for further investigation.
Contacted customers to respond to inquiries or to notify them of claim investigation results or any planned adjustments.
Resolved customers' service or billing complaints by performing activities such as exchanging merchandise, refunding money, or adjusting bills.
Experience
5-7 Years
Level
Executive
Education
High School Diploma
Retention Supervisor Resume
Headline : Consistently maintained a calm demeanor in the face of difficulties, and managed multiple projects while working under pressure in fast-paced environments. Demonstrated problem solving and active listening skills in successfully resolving issues with tact and ease. Reputation for integrity, perseverance, and a strong work ethic.
Skills : Training Development, Training Delivery, Training Design.
Description :
Served as the Retention Point of contact for 6 major commands covering 12 states and 24,000 Soldiers.
Reviewed and recommend improvements or approval for the 6 commands Retention budgets totaling over $365K.
Reviewed and recommended improvements to the retention program for nation wide implementation which resulted in a nation wide reduction of attrition from 32% to 26%.
Coordinated more than 12 video teleconferences, was the Branch training coordinator responsible for all training of 35 senior level employees, member and recorder for the Executive Quality Action Group, and was made the Incentives manager for the Army Reserve.
Developed a program to prioritize command level retention plan which resulted in a standardized budgeting program and process.
Member-ed of the National level retention budget steering committee responsible for projecting and obtaining short, near and long term resources.
Self taught Microsoft ACCESS and trained 6 other NCO's increasing data research by capability 50%.
Experience
5-7 Years
Level
Executive
Education
MBA
Retention Supervisor Resume
Summary : Results oriented call center manager, with the ability to lead organizations to successful product launches and higher revenue. Expertise in client and employee relations. A highly qualified professional that is adaptive to ever changing business conditions, Demonstrating ability to provide leadership to an organization, with a focus on employee development, revenue, customer longevity and an exceptional customer experience.
Skills : Microsoft Office (10+ years), Microsoft Outlook.
Description :
Effectively managed a high-volume of inbound customer calls and 12-24 team members.
Consistently met all customer call guidelines including service levels, call handle times and productivity, whilst delivering an exceptional call quality.
Attained service quality and sales by developing a strong knowledge of company's products and services.
Recruited, interviewed, hired and trained quality customer service representatives.
Provided detailed KPI reports to senior management.
Identified individual development opportunities.
Managed result opportunities with both behavioral action plans and discipline performance plans.
Experience
10+ Years
Level
Senior
Education
BA In Communication
Retention Supervisor Resume
Summary : Obtain a Retention Supervisor position responsible for Ensuring that all newly hired and senior associates receive an effective and timely responses to all concerns and issues, Scheduling, conducting, facilitating, auditing, associating retain able programs and identifies new methods to improve all plant retention and attendance at every level.
Skills : Microsoft Office, Microsoft Word.
Description :
Played an instrumental role in increasing customer retention metric from 68% to 85% for consumer retention channel.
Increased individual team's sales performance from 46% to 107% to goal.
Served on the Quality Action Group identified corrective action resulting in a 600 man day per year savings on time lost.
As the incentive manager I reviewed 5,485 units and over 156 skills in less than 48 hours, semi annually, to determine inclusion in the semiannual incentive program.
Maintained industry relationships and developed budgets and controls costs.
Obtained and examined all relevant information to assess validity of complaints and to determine possible causes, such as extreme weather conditions that could increase utility bills.
Oversaw activities directly related to making products or providing services.
Experience
10+ Years
Level
Senior
Education
MS
Retention Supervisor Resume
Headline : Obtain a Retention Supervisor position responsible for Providing coaching and counseling to supervisory personnel to improve the supervisors ability to effectively direct their workforce combined with people solving skills to discourage job abandonment and solid daily attendance.
Skills : Microsoft Office, Wordpress.
Description :
Managed 12-15 person team to retain Sprint Nextel cellular customers utilizing creative and resourceful means to solve complex issues.
Created exciting intra-team promotions designed to increase production and boost employee morale.
Promotions resulted in the team regularly exceeding sales quotas, including being among the top five teams within the organization.
Recognized for having highest retention rate within the department for 2007 YTD.
Regularly coached representatives towards effective retention and sales techniques.
Led team to a record breaking 95.1% QA average, the highest in the history of Sprint Nextel's retention department.
Selected to train supervisors in Rio Rancho, New Mexico on effective coaching techniques through the Winning Ways QA process.
Experience
5-7 Years
Level
Executive
Education
BS In Mathematics
Retention Supervisor Resume
Headline : Offer effective sales and service solutions to clients and prospects in competitive, fast-paced environments. Fulfill customer needs and retain clients through time and care. Coach, train, and problem-solve in unique and interesting ways in order to produce tangible and sustained results for outstanding companies.
Received awards for the top team within the department.
Recognised as top supervisor for the entire first half within the department.
Achieved goal of in retained annual premium.
Approved agent's time entries daily.
Coached agents on weekly basis to ensure quality customer service and provide feedback on weekly quality monitors.
Supervised 35 national account employees.
Directed work in a fast pace call center and Retail.
Experience
5-7 Years
Level
Executive
Education
Bachelor In English
Retention Supervisor Resume
Summary : Seeking a Retention Supervisor position where I can utilize my leadership skills and experience to grow and improve operations and customer care for your organization, as well as play an integral part of the growth in the organization.
Skills : Microsoft Office, Microsoft Windows, Hardware.
Description :
Responsible for supervising the performance of CAE's in all activities related to offering and selling Comcast products and services.
Focused on performance management by coaching, providing feedback, conducting side by side observations, and call monitoring.
Used metrics, reporting and other available information to help each CAE achieve personal and career developmental goals.
Addressed and coached CAE's behaviors such as tone, demeanor and negotiation skills while driving performance.
Maximized the team goals and objectives by providing positive motivation to the CAE's, use performance management to achieve a range of sales and operational business goals, and ensures the Comcast Quality Experience is being delivered to the customer to encourage devotion to Comcast.
Organised promotional assignments for retail stores.
Transformed Retention department by saving company $1 million annual losses to achieve $2.5 million in profits within two years.
Experience
10+ Years
Level
Senior
Education
GED
Retention Supervisor Resume
Objective : Obtain a Retention Supervisor position is Fostering associate/management relations that are built on communication, trust and a strong commitment to the Perdue location that they are employed at, Working cohesively with the Associate Development Specialist and Mentors at each location to ensure attendance levels are above 90% and turnover meets or exceeds the plant FY goals, and also Working cohesively with the mentor program.
Skills : Teaching Study To Students With Learning Disabilities, Program Administration, Testing Supervisor, Providing Accommodations For Students With Disabilities, Mentor And Academic Coach, Academic Advisory.
Description :
Coached and developed several customer service teams from 16-24 associates.
Monitored phone performance, productivity and career path.
Provided quality assurance feedback and training to staff members on a weekly basis.
Selected to speak at the Annual National Leadership Conference I was selected to submit call center and product improvement ideas to the Board of Directors.
Selected to over haul the department training program.
Successfully trained over 150 associates whose initial 6 month performance topped all prior training programs.
Created an overtime incentive program which saw an increase in overtime associate participation of 40%.
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