Kaleigh Chatey

Experience

1. Manager of Customer Retention

   Granite Telecommunications

   Mar 2026 — Present

   Retention Leadership & Organizational Development-Build and lead a multi‑function retention team focused on stabilizing accounts, driving renewals, and preventing churn-Hire, develop, and coach team members while establishing clear performance expectations and compensation structures-Oversee daily retention activities including outreach, re‑terms, autopay enrollment, proactive customer engagements, and operational remediation-Lead weekly churn accountability sessions with internal partners to review trends, root causes, and action items-Utilize churn analytics to surface patterns, identify risks early, and drive sustainable solutions across the customer experience.Program & Process Development-Design scalable retention programs, KPIs, dashboards, and playbooks aligned to departmental goals-Develop standardized talk tracks, documentation requirements, and QA processes to ensure consistent execution-Establish an operating rhythm that includes reporting, team huddles, cross‑functional communications, and process reviews-Coaching, Performance Management & Team Development-Build and apply a structured coaching framework that improves judgment, capability, communication, and accountability-Conduct regular performance inspections and provide timely feedback, direction, and course correction-Identify performance gaps and implement targeted development plans-Foster a culture of ownership, high standards, and strong follow‑through.Continuous Improvement & Problem Solving-Identify and address customer friction points early, preventing issues from becoming churn drivers-Escalate operational problems appropriately and drive cross‑functional partners to full resolution-Implement improvements that scale across departments—avoiding temporary or one‑off fixes-Maintain focus on churn reduction as the primary indicator of departmental success.

Education

• Rhode Island College

  Bachelor’s Degree, Communications, Mass Media

  2011 — 2015