At Spectrum, I review daily shrinkage and adherence reports, flag performance concerns, and coordinate follow-up with supervisors and management. I also maintain live site performance updates and work with leadership and Human Resources to support coaching and accountability.
As a Retention Representative Supervisor, I used real-time performance data to adjust strategies and support retention goals. I trained and coached representatives on retention techniques, business updates, and performance improvement.
Earlier at Spectrum, I helped deliver practical training classes and the Power Up program for representatives working to meet performance goals. In customer conversations, I identified cancellation reasons, addressed concerns, and matched available offers to customer needs.
