Michael Jennings

I am a results-driven Customer Success and Account Management professional with over six years of experience supporting, onboarding, and retaining both B2B and B2C clients. My background in psychology strengthens my communication, conflict resolution, and customer advocacy skills.

At AT&T I led onboarding and training, managed residential and small business portfolios, and used Salesforce daily to track customer health, document support cases, and manage pipeline activity. I resolved complex billing and service issues with empathy and technical troubleshooting, improving customer satisfaction (NPS).

Previously, as a Sales Supervisor at Best Buy, I trained and coached teams on CRM tools and customer experience standards, led store-level onboarding, and analyzed KPIs to identify loyalty and service improvement opportunities. I handled escalated issues to restore trust and prevent account loss.

I collaborate cross-functionally with engineering, dispatch, and support teams to reduce churn and improve service delivery, and I focus on customer lifecycle management, journey mapping, and measurable expansion through upsells and renewals.