Ron Perry

Accomplished Customer Success and Retention Manager with over 10 years of experience leading client relations, reducing account churn, and navigating high-stakes customer escalations. Proven track record managing large-scale client portfolios, engineering proactive retention strategies, and cross-functionally collaborating with product and technical operations teams to drive systemic improvements. Certified professional coach utilizing high emotional intelligence and clinical communication models to move fragile client accounts from skepticism to long-term program adoption.

Client Success & Relationship Consultant at National Debt Relief (2024-09 – Present)

• Manage a high-volume portfolio of 500+ active client accounts monthly, conducting critical relationship health assessments for individuals navigating severe financial hardships.
• Retained and stabilized over $2.1M in active program portfolio valuation in the first year through dedicated client trust, clear milestone setting, and proactive case follow-through.
• Achieved an 89% account commitment rate on a $1.3M portfolio segment in a single month by shifting clients from high-churn risks to dedicated long-term program adoption.
• Mitigate cancellation risks by guiding clients through sensitive, emotionally charged escalations with transparent expectation-setting and personalized crisis intervention strategies.

Customer Experience & Sales Manager at Spectrum Communications (2023 – 2024)

• Led a high-performing relationship management and sales team with a dual focus on corporate goal execution and maintaining customer lifecycle retention.
• Developed and executed a comprehensive onboarding training framework for new client account managers, integrating experience quality benchmarks alongside standard procedures.
• Collaborated cross-functionally with technical service, billing, and product support divisions to resolve core account issues before they escalated to customer churn.
• Coached account reps on relationship management strategies, value-reinforcement techniques, and customer satisfaction metrics to protect long-term account health.

Customer Retention Manager at Spectrum Communications (2021-01 – 2023-05)

• Directed an enterprise customer retention division for 2.5 years, taking full ownership of fragile client relationships facing competitive or service-related churn risks.
• Automated the review of customer behavioral data, cancellation trends, and survey feedback to identify root causes of account churn, building systemic intervention playbooks.
• Trained a team of representatives in empathetic engagement, advanced de-escalation models, and solution-focused dialogue, yielding measurable gains in Net Promoter Scores (NPS) and customer satisfaction.
• Personally managed high-priority executive and complex escalated customer cases, establishing the department standard for friction-free resolution on high-risk accounts.
• Channeled frontline customer pain-points upward to product and service development leaders to advocate for systemic platform enhancements and friction reduction.

Financial Relationship Representative at Guardian Financial Services (2014-08 – 2020-03)

• Managed an expansive, long-term book of business within financial services, sustaining account retention through regular business reviews, proactive outreach, and organic client referrals.
• Navigated sensitive, high-consequence wealth management conversations, developing unique relationship frameworks focused on lifetime client value.

Guest Relations & Transportation Manager at Mirage Hotel and Casino (2009 – 2014)

• Advanced from frontline operations to full division manager, overseeing guest services, safety compliance, asset logistics, and quality standards for a high-volume, premier hospitality property.
• Managed an operational team of 15+ personnel across rotating multi-shifts, maintaining high guest satisfaction ratings under intense volume and logistical pressure.

Executive Performance & Relationship Coach (Active Practice) at AJAR Coaching (2024 – Present)

• Founded an independent professional development practice utilizing a structured corporate coaching framework: Awareness, Journey, Action, Results.
• Provide 1:1 behavioral coaching for mid-to-senior corporate leaders centered on emotional intelligence, conflict resolution, accountability, and communication dynamics.
• Design and facilitate interactive workshops and community sessions on relationship management, human connection, and personal development strategy.

B.S. in Business Administration – University of Phoenix