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I am a results-oriented professional with 8 years of experience in customer retention and operations, known for my adaptability, teamwork, and commitment to delivering tailored solutions that meet customer needs. I excel at communication, leadership, and problem solving, and I am seeking to transition into a new career where I can contribute to a dynamic environment. I am eager to apply my client-focused mindset, training and development experience, and process improvement skills to help teams achieve strategic goals in a fresh industry.…I am a results-oriented professional with 8 years of experience in customer retention and operations, known for my adaptability, teamwork, and commitment to delivering tailored solutions that meet customer needs. I excel at communication, leadership, and problem solving, and I am seeking to transition into a new career where I can contribute to a dynamic environment. I am eager to apply my client-focused mindset, training and development experience, and process improvement skills to help teams achieve strategic goals in a fresh industry.

Denisha Patterson

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I am a results-oriented professional with 8 years of experience in customer retention and operations, known for my adaptability, teamwork, and commitment to delivering tailored solutions that meet customer needs. I excel at communication, leadership, and problem solving, and I am seeking to transition into a new career where I can contribute to a dynamic environment. I am eager to apply my client-focused mindset, training and development experience, and process improvement skills to help teams achieve strategic goals in a fresh industry.…I am a results-oriented professional with 8 years of experience in customer retention and operations, known for my adaptability, teamwork, and commitment to delivering tailored solutions that meet customer needs. I excel at communication, leadership, and problem solving, and I am seeking to transition into a new career where I can contribute to a dynamic environment. I am eager to apply my client-focused mindset, training and development experience, and process improvement skills to help teams achieve strategic goals in a fresh industry.

Available to hire

I am a results-oriented professional with 8 years of experience in customer retention and operations, known for my adaptability, teamwork, and commitment to delivering tailored solutions that meet customer needs. I excel at communication, leadership, and problem solving, and I am seeking to transition into a new career where I can contribute to a dynamic environment.

I am eager to apply my client-focused mindset, training and development experience, and process improvement skills to help teams achieve strategic goals in a fresh industry.

Skills

Microsoft Excel

Microsoft Office

Experience Level

Microsoft Excel

Expert

Microsoft Office

Expert

Work Experience

Supervisor at TEKsystems

March 1, 2025 - Present

Assumed interim manager role, maintained team operations during leadership transitions. Coached 50+ CSRs into production; Led a 22-member team to 100% quality score targets via coaching, monitoring, and data-driven reviews; Conducted policy and product update meetings; Collaborated on daily performance reviews; Managed payroll submissions and monthly evaluations; Implemented a performance tracking system with regular feedback and corrective actions.

Retention Supervisor at Spectrum (Charter) Communications

May 1, 2021 - June 1, 2024

Led a 13-agent retention team to hit 100% scorecard targets through coaching and data-driven reviews; Facilitated policy and product updates for agent alignment; Partnered with managers on daily performance reviews; Managed payroll submissions and monthly evaluations; Implemented a comprehensive performance tracking system with monthly reviews and accountability; Assumed interim manager role during leadership transitions.

Retention Lead at Spectrum (Charter) Communications

January 1, 2020 - January 1, 2021

Directed retention initiatives and customer success strategies; oversaw coaching, training, and performance improvement to enhance agent effectiveness.

Retention Agent/Mentor at Spectrum (Charter) Communications

January 1, 2016 - January 1, 2020

Guided new hires to meet performance targets, enhancing team efficiency; Facilitated communication with leadership; Created training materials and adapted methods to individual learning styles.

Retention Agent at Spectrum (Charter) Communications

December 1, 2014 - December 1, 2015

Enhanced customer satisfaction and retention through service optimization; Resolved complex issues by innovating within established protocols; Supported team with prompt assistance in communication channels.

Operations Lead / Retention at Spectrum (Charter) Communications

September 1, 2012 - August 1, 2014

Led operations as subject expert, resolving complex issues and enhancing team efficiency; Addressed corporate service concerns promptly, ensuring quality standards.

Retention Agent at Spectrum (Charter) Communications

August 1, 2012 - May 1, 2013

Guided new hires to meet performance targets, enhancing team efficiency.