Summary
Overview
Work History
Education
Skills
Accomplishments
Timeline
Generic
Samantha Eichelberger

Samantha Eichelberger

Berne,IN

Summary

Seasoned manager with expertise in customer retention strategies, team leadership, and process improvement. Proven track record in enhancing team performance through training and development. Skilled in data management and adept at handling customer inquiries efficiently.

Overview

13
13
years of professional experience

Work History

Retention Manager

FlexPro Meals
06.2023 - Current
  • Enhanced and monitored team performance by facilitating employees in new techniques and empathetic problem-solving methodologies
  • Organized and led staff orientation programs and training to promote collaboration.
  • Managed a high volume of diverse customer inquiries via calls, chats, and emails, ensuring prompt and effective resolution
  • Managed approximately 45 incoming calls, SMS, and emails per day from customers
  • Analyze and organize information key to the further development and success of the retention department
  • Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
  • Monitored and handled employee claims involving performance-based and harassment incidents.

Team Lead

American Mitsuba
01.2012 - 06.2023
  • Improved operational efficiency by working closely with senior management to implement and enhance policies and procedures
  • Worked different stations to provide optimal coverage and meet production goals.
  • Managed schedules, accepted time off requests and found coverage for short shifts.
  • Evaluated employee skills and knowledge regularly, training, and mentoring individuals with lagging skills.
  • Generated reports detailing findings and recommendations.
  • Conducted regular reviews of operations and identified areas for improvement.
  • Maintained database systems to track and analyze operational data.

Education

Leadership Training -

American Mitsuba
Monroeville
01.2019

High School Diploma -

Lincoln High School
Warren, MI
01.2005

Skills

  • CRM Systems
  • Customer retention strategies
  • Microsoft office proficiency
  • Records management
  • Performance assessment
  • 60 WPM typing Speed
  • Brand awareness
  • Upselling strategies
  • Research and data collection
  • Project management expertise
  • Data management

Accomplishments

  • Developed targeted retention campaigns for high-risk customer segments, resulting in a 15% decrease in churn rate.
  • Proactively addressed customer concerns through personalized outreach, maintaining a customer churn rate consistently below industry average
  • Supervised team of 10 staff members.

Timeline

Retention Manager

FlexPro Meals
06.2023 - Current

Team Lead

American Mitsuba
01.2012 - 06.2023

Leadership Training -

American Mitsuba

High School Diploma -

Lincoln High School

Similar Profiles

CREATE PROFILE
Samantha Eichelberger