Ron Perry

High-impact Customer Success and Retention professional with a proven track record of protecting existing revenue, optimizing client adoption, and navigating critical account inflection points. Expert in de-escalating churn risks and transforming at-risk customers into long-term brand advocates by building trust-centered communication frameworks. Adept at managing high-volume client relationships, leveraging account health indicators, and executing consultative, cross-functional solutions to maximize Net Revenue Retention (NRR) and drive systemic product 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