Simone

Develop and execute strategies focused on improving client retention rates and enhancing client satisfaction.

Lead and mentor a team of Retention Specialists, providing guidance, coaching, and performance feedback.

Conduct training sessions on effective communication, discovery techniques, and retention strategies to improve team efficiency and consistency.

Foster a collaborative, client-centered culture focused on proactive engagement and support.

Analyze client feedback, engagement metrics, and retention data to identify trends, challenges, and opportunities for improvement.

Use data insights to adjust retention strategies and enhance the client journey, developing solutions that increase loyalty and reduce churn.

Guide team members in conducting in-depth discovery sessions to understand clients' needs, goals, and challenges.

Equip the team with skills to transform cancellation conversations into opportunities to demonstrate value and inspire continued learning.

Collaborate with specialists to identify tailored solutions, including additional services, class recommendations, or program adjustments that align with clients’ goals.

Coached a team of consultants to achieve Quality Assurance targets through 1:1 sessions and call listening analysis.

Developed process improvement initiatives to enhance customer retention and the client experience.

Delivered real-time call feedback to optimize performance and increase customer satisfaction.

Conduct and effectively manage high-volume of inbound phone calls to support current customers

Deflect cancellation requests with a solutions oriented approach that instills confidence in the product

Full ownership of existing customers that are at risk of canceling services

Address complaints with the goal of increasing satisfaction and securing renewals or saves. Achieve client onboarding, retention, and engagement targets set by management

Assess and understand the needs of our clients to be able to make recommendations for educational products and services

Assist in client service and build strong relations with our students and families

Manage client records to ensure proper follow-up

Communicate effectively with internal team and external customers

De-escalate and handle challenging situations on a regular basis

Actively implement coaching and feedback in pursuit of providing customers with a highquality experience

Sales Trainer

Developed strategies to aid Customer Service Representatives (CSRs) in achieving learning objectives consistently.

Conducted training needs assessments, gathering information on response systems, human interactions, and information systems requirements, while understanding job-specific functions and tasks.

Created training manuals for accounts by identifying information needs, submitting preliminary versions for management review, and refining the final copy.

Equipped staff to promote and explain products/services by compiling specifications, alternatives, and applications.

Generated resources such as manuals and references containing standard responses.

Conducted training sessions, delivering job-specific, company specific, and generic programs.

Evaluated training effectiveness by analyzing its impact on specific markets.

Enhanced department and organizational reputation by taking ownership of various tasks and exploring opportunities to enhance

job accomplishments.

Senior Customer Experience Coach

Assumed responsibility for assessing the team's performance and providing feedback to the Director.

Facilitated internal calibration meetings to ensure consistency and accuracy in evaluations.

Reviewed re-audit variances for Quality Analysts and prepared detailed reports for the Quality Director.

Generated weekly and monthly reports to showcase the performance of Quality Analysts.

Led coaching sessions and delivered additional training to enhance the skills of Quality Analysts.

Identified outliers within the team and organized targeted coaching sessions to improve their performance.

Conducted daily audits and evaluations for agents, outlining results and action plans to uphold company policies and procedures.