Kendra A. Lacy
Lake Saint Louis
Summary
Customer Success Coordinator with extensive experience at Quantum Fiber, specializing in employee training and coaching. Proven ability to develop effective sales strategies and evaluate performance, resulting in increased team productivity and customer retention. Achievements include significant enhancements in service quality and customer satisfaction metrics.
Overview
23
23
years of professional experience
1
1
Certification
Work History
Customer Success Coordinator
Quantum Fiber
01.2021 - Current
- Trained inbound representatives on product knowledge and system procedures
- Assisted with inbound new hire process, scoring on quality, and efficiency skills
- Conduct development sessions coaching de-escalations tips and transitions to resolutions
Consumer Representative
Centurylink
01.2002 - 01.2021
- Trained to handle sales and service results in our mass market group
- Responsible for targeted revenue, customer satisfaction, and customer retention
- Achieved monthly and daily goals pertaining to attendance, adherence, and quality assurance
- Successfully lead teams as interim supervisors with responsibility and accountability for all productivity, sales, coaching and development during the supervisor’s absence
Consumer Solution Supervisor
Centurylink
01.2017 - 01.2019
- Managed inbound representatives on product knowledge and system procedures
- Developed coaching plans to enhance sales results
- Successfully lead Retention based virtual sales teams with the responsibility and productivity of customer retainment
Education
B.A. with distinction - Communications
University of Missouri
Columbia, MO01.2001
Skills
- Customer relationship management
- Employee training
- Coaching techniques
- Performance evaluation
- Sales strategy development
- Data analysis
Accomplishments
· Supervisor MVP for Top Overall performance- August 2015
· Top Supervisor for High Speed Internet performance- August 2015
· Top Supervisor for Video performance- August 2015
Certification
- Leading a Learning Culture-2025
- Unleashing Your Self-confidence-2025
- Prototyping Design Thinking-2025
References
References available upon request.
Timeline
Customer Success Coordinator
Quantum Fiber
01.2021 - Current
Consumer Solution Supervisor
Centurylink
01.2017 - 01.2019
Consumer Representative
Centurylink
01.2002 - 01.2021
B.A. with distinction - Communications
University of Missouri
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