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
Monroeville01.2019
High School Diploma -
Lincoln High School
Warren, MI01.2005
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
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