Wilben Alcema

Retention Team Coach

Varsity Tutors

Coaching lead for a 15-agent remote retention team, delivering 60+ sessions on behavioral profiling and SMART goals. Built coaching systems that improved high-value retained revenue by 60%+ and reduced repeat inbound from 17.3% to 13%.

CoachingProfilingSMART GoalsCall ReviewFirst Call ResolutionClaudeGeminiWorkflow AutomationKPI ReportingRoot Cause Analysis

Senior Retention Specialist

Varsity Tutors

Nominated team MVP, hit 106% of revenue retention target, and maintained a 91.2% repeat inbound rate. Built the Holding the Line refund presentation that reduced monthly revenue loss by 13%.

Revenue RetentionCustomer RetentionRefund ManagementTeamworkKPI Reporting

Customer Account Manager

Varsity Tutors

Managed accounts, supported onboarding, and built client relationships. Promoted to Senior Retention Specialist after one month.

Account ManagementCustomer Relationship ManagementOnboarding

Lead Conversion Specialist

Moved post-consultation prospects to signed engagements through follow-up and consultative communication. Worked with the legal team to ensure smooth client onboarding.

Lead ConversionConsultative SellingObjection HandlingClient Onboarding

Customer Support Specialist

Provided customer support across phone, email, chat, and video, covering account management, technical troubleshooting, and sales in remote and BPO environments.

Customer SupportAccount ManagementTechnical TroubleshootingInbound SalesOutbound SalesMultilingual Support