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Wilben Alcema

@wilbenalcema

Retention Team Coach at Varsity Tutors who built coaching systems that helped agents improve high-value retained revenue by 60%+.

Dominican Republic

Message

At Varsity Tutors, I coach a 15-agent remote retention team and built the Agent Behavioral Profile System and First Call Resolution Framework. Agents improved high-value retained revenue by 60%+ on high-value accounts.

I delivered 60+ coaching sessions, and repeat inbound dropped from 17.3% to 13% in five weeks. I also built the Holding the Line refund presentation, which the team applied to reduce monthly revenue loss by 13%.

I've been promoted three times at Varsity Tutors, from Customer Account Manager to Senior Retention Specialist to Retention Team Coach. I’m currently developing an automated coaching pipeline with Claude and Gemini, moving session notes to agent delivery without manual steps.

Experience

Work history, roles, and key accomplishments

Current

Retention Team Coach

Current

Varsity Tutors

Nov 2025 - Present (11 months)

Coaching lead for a 15-agent remote retention team, delivering 60+ sessions on behavioral profiling and SMART goals. Built coaching systems that improved high-value retained revenue by 60%+ and reduced repeat inbound from 17.3% to 13%.

Coaching Profiling SMART Goals Call Review First Call Resolution Claude Gemini Workflow Automation KPI Reporting Root Cause Analysis

Senior Retention Specialist

Varsity Tutors

Aug 2023 - Oct 2025 (2 years 2 months)

Nominated team MVP, hit 106% of revenue retention target, and maintained a 91.2% repeat inbound rate. Built the Holding the Line refund presentation that reduced monthly revenue loss by 13%.

Revenue Retention Customer Retention Refund Management Teamwork KPI Reporting

Customer Account Manager

Varsity Tutors

Jun 2023 - Jul 2023 (1 month)

Managed accounts, supported onboarding, and built client relationships. Promoted to Senior Retention Specialist after one month.

Account Management Customer Relationship Management Onboarding

Lead Conversion Specialist

MRA Law Group

Dec 2022 - Apr 2023 (4 months)

Moved post-consultation prospects to signed engagements through follow-up and consultative communication. Worked with the legal team to ensure smooth client onboarding.

Lead Conversion Consultative Selling Objection Handling Client Onboarding

Customer Support Specialist

Paladin Enterprises LLC & Ecco Outsourcing Group

Nov 2017 - Oct 2022 (4 years 11 months)

Provided customer support across phone, email, chat, and video, covering account management, technical troubleshooting, and sales in remote and BPO environments.

Customer Support Account Management Technical Troubleshooting Inbound Sales Outbound Sales Multilingual Support