Karen Fredericks
Retentions Manager
Ferndown
Summary
Proactive Customer Success Manager exceptional at building strong, credible long term relationships. Thorough monitoring and measuring of customer satisfaction and taking action to remedy any concerns Promptly and effectively. Demonstrable success in thinking strategically while providing consistent customer satisfaction and retention in fast-paced environments.
Self motivated, set personal targets and goals and always commit 100% to any task I am given. I work well both in a team and autonomously.
Overview
21
21
years of professional experience
Work History
Retentions Manager
4Com
Bournemouth
06.2015 - 07.2025
- Having created processes for both end of contract customer retention and a reactive retention process I was promoted to manager overseeing retention (proactive & reactive) for the whole company - overseeing on average 400 customers at any given time which included from a proactive perspective – nurturing relationships, becoming a point of contact and success planning contract extensions or new contracts.
- The reactive element involved talking with customers understanding reasons for wishing to leave and taking steps to retain their custom through reacting to the feedback and adjusting our business model to better fit their needs this may include a cost review and/or liaising with department heads to seek out a resolution.
- As the role has expanded I have taken steps to have the CRM system report more clearly on both retention and churn providing statistical data that is used by the board providing them with patterns for both the reasons/types of loss and also those retained and the steps taken.
- I also keep the business up to date on Ofcom changes and ensure we are adhering to the most up to date legislation.
Customer Sales Team leader
4Com
01.2016 - 01.2019
- Promoted to head up the team, responsible for all current customer enquiries, whilst in this role I proposed that the business become proactive in their approach to end of contract wishing to exit agreements through various avenues, at this point I was promoted and given free reign to put in place my proposed processes.
Customer account executive
4Com
01.2015 - 01.2016
- Day to day role includes up-selling to the current customer base and recognising further upgrade/sales opportunities.
- Responsible for quoting and costing for additional equipment, broadband, lines, maintenance agreements and a further range of telephony and broadband services.
- Quoting, arranging and setting up finance agreements and taking card payments.
- Other responsibilities include call handling of enquiries and complaints, updating the CRM database, creating purchase orders, recovering end of term equipment from customers, negotiating and selling title and liaising with engineers and other departments within the business.
- Prior to moving in to account handling I was cold calling businesses across the UK. Role involves getting past the businesses “gatekeeper” and speaking directly to M.D’s. Building rapport and closing for a field sales agents visit.
- Responsible for managing my own call times, leads and follow up calls.
Branch Partner
Connells Estate Agents
11.2004 - 02.2015
- Company Overview: Dorset
- Manager promoted to partner through performance recognition.
- I was involved in all aspects of estate agency, which includes valuing, selling second hand homes, building relationships with new homes sales staff and selling new homes, booking mortgage and conveyancing leads.
- Tasked with the motivation, training and development of staff.
- Ensuring the branch adheres to internal compliance procedures, the PMA and the Estate Agents Act.
- Fully proficient with computer systems and all company processes enabling me to cover all job roles within the office.
- Dorset
Education
GCSEs - Maths, English, Science
Tiverton High School
tivertonSkills
Customer relationship management systems
undefinedCustom Section
Full clean driving Licence & car owner
Timeline
Customer Sales Team leader
4Com
01.2016 - 01.2019
Retentions Manager
4Com
06.2015 - 07.2025
Customer account executive
4Com
01.2015 - 01.2016
Branch Partner
Connells Estate Agents
11.2004 - 02.2015
GCSEs - Maths, English, Science
Tiverton High School