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RAYMOND HERNBRODE III
Customer Success Leader|Client Engagement|Team Empowerment|Service Excellence
OBJECTIVE & SUMMARY
Dynamic customer-centric leader with 20 years of retail leadership and customer engagement experience. Proven track record of driving customer satisfaction, loyalty, and sales through strong team management and technical expertise. Skilled in leveraging web-based applications and CRM systems to enhance service efficiency, with an 85 WPM typing speed enabling fast, accurate support. Adept at translating technical concepts into easy-to-understand terms and building lasting customer relationships. Seeking a Customer Success Manager role to leverage extensive experience in delivering exceptional customer outcomes and team success.
CAREER EXPERIENCE
Customer Engagement Representative
Consumer Cellular
09/2023 - Present
Remote
Serve a predominantly senior demographic by providing empathetic, solutions-focused support and sales to ensure the best customer experiences.
- Consistently exceeded customer satisfaction goals, maintaining a 95%+ CSAT rating and a 90% first-call resolution rate on an average of 50+ daily inquiries.
- Resolved issues 20% faster than company average by efficiently navigating internal web apps and knowledge bases, improving overall response time and customer retention.
- Retained ~15 customers/month at risk of cancellation by providing tailored plan solutions and proactive follow-ups, contributing to a lower churn rate.
- Upsell and cross-sell appropriate services (e.g. device insurance, plan upgrades) in line with customer needs, averaging 10% above monthly add-on sales targets without compromising service quality.
Target Tech Manager
Target
09/2017 - 09/2023
Oklahoma City, United States
Oversaw daily operations of the mobile/electronics department and led a team of tech associates to meet and surpass revenue goals.
General Manager
AT&T
01/2014 - 09/2017
Oklahoma City, United States
Led store-wide performance in sales, staffing, and operations to drive record growth and customer loyalty.
Expert
Apple
01/2013 - 01/2014
Oklahoma City, United States
Managed and coached a team of Apple Specialists, ensuring innovative retail experiences and thorough product demos.
Manager / Magazine Columnist
Best Buy Mobile
07/2009 - 01/2013
Oklahoma City, United States
Oversaw mobile phone sales operations, guiding a team in a high-volume environment to exceed sales targets.
Operations Specialist
United States Navy
07/2008 - 07/2009
Great Lakes, IL
Operated radar and communication systems, honing discipline, precision, and strong teamwork skills.
Wireless Department Manager
Walmart
03/2006 - 07/2008
Shawnee, United States
Managed the Connection Center's wireless sales, training a small team in a high-traffic retail setting.
TOP LEVEL SKILLS
TRAINING & EDUCATION
High School Diploma
Earlsboro High School - EHS Wildcats
01/2004 - 01/2008
Earlsboro, Oklahoma
General Studies
Technical & Leadership Training
U.S. Navy Operations Specialist Training School
2008 - 2009
Great Lakes, IL
Completed intensive technical and leadership training (2008)
PROFESSIONAL PUBLICATIONS
Syncing With Google Drive
Best Buy Mobile Magazine
10/2012
How To Shop With A Smartphone
Best Buy Mobile Magazine
09/2012
BlackBerry: Let's get social
Best Buy Mobile Magazine
10/2010
What's new from BlackBerry? Acquisitions and Apps
Best Buy Mobile Magazine
09/2010
Note: These publications are no longer available online as Best Buy Mobile Magazine has been discontinued.
VOLUNTEERING OPPORTUNITIES
Dorothy Day Food Delivery
The Dorothy Day Center
•Volunteered at The Dorothy Day Center, a Catholic hunger ministry.
•Delivered food to 400+ families in need.
•Supported the Community Garden initiative that was built as an Eagle Scout project in 2007.
Paul Walker Memorial Cruise
Reach Out WorldWide
•Organized a charity cruise in partnership with Reach Out Worldwide.
•Led an event with 1000+ participating vehicles.
•Raised over $5,000 to support disaster relief and humanitarian aid initiatives.