Experienced manager with excellent client and project management skills. Action-oriented with strong ability to communicate effectively with technology, executive and business audiences. Versed in client development and retention, identifying and meeting customer needs and problem resolution.
Strong interpersonal skills
Team building expertise
Product training and placement
Training and communication skills
Cheerful and energetic
MS Office proficient
Superior organization skills
Fluent in Spanish
Dependable and reliable
Managed a successful sales team of 65 members and 4 supervisors who consistently exceeded sales goals by 6-10% each month.
Reduced staff absenteeism by 5% monthly by implementing morale-building programs.
Researched, calmed and rapidly resolved client conflicts to prevent loss of accounts.
Cyber Sales and Online Support Agent04/2007 to CurrentCRUISE.COMDania Beach, FLHome-based cruise specialist; sold
cruise vacations, insurance, and other product options to customers
through inbound telephone calls and e-mail leads. Provided online support to
callers in their booking process. Answered questions and offered expert advice to
callers planning their cruise vacation, securing the perfect option for
their particular circumstance. Closes the sale while providing a high level of service. Consistently met and exceeded department expectations for productivity and accuracy levels.
Team Manager10/2006 to 03/2007PRC / COLLEGE BOARD - SATMiami, Florida
Managed and supervised a team of call center customer service representatives to meet and exceed required
performance standards. Provided coaching and motivation to the staff to ensure a high level of client satisfaction. Guided my team with continuous improvements in product knowledge, quality assurance scores, customer service skills and established performance
Interim Operations Manager06/2006 to 10/2006PRC / EXPEDIA.COM - CRUISEMiami, FloridaManaged and coordinated the sales efforts of 4 team managers and 65+ sales agents to meet and exceed client requirements. Developed
the management team to achieve increased productivity while maintaining key
performance indicators at the highest level. Monitored, tracked and developed team morale and enthusiasm along with agent
performance. Achieved a 6-10% increase in
monthly sales conversion overall for the floor and a reduction of 5% in absenteeism.
Team Manager08/2005 to 05/2006PRC / EXPEDIA.COM - CRUISEMiami, FL
Responsible for the transition teams: sales agents coming straight out of
training. Ensured that agents performance quickly integrates to the levels required
by the account for a seamless transition to the production floor. Fine tune
details of job performance to obtain maximum level of performance, customer
service, quality assurance and productivity. When new classes were not
scheduled, managed a team of cruise specialists, achieving a high level of
productivity, enthusiasm and professionalism.
Teleservice Cruise Specialist10/2004 to 08/2005PRC / EXPEDIA.COM - CRUISEMiami, FLCruise Specialist for Expedia.com, handling inbound
sales calls of clients requiring assistance to book a cruise. Consistently surpassed
program goals of conversion, quality assurance, profit and production.
Independent Contractor04/2003 to 10/2004HAR-MEL COURT REPORTERS Miami, FloridaProvided transcription of recorded court proceedings as requested by lawyers, judges and plaintiffs.
Sales Representative07/2002 to 04/2003GLENN'S GREENERYFort Lauderdale, Florida
Earned several promotions from Service Technician to Sales
Representative 05/2000 to 07/2002
Responsible for all sales efforts of Interior Plantscaping Services
to businesses and private homes in the assigned territory. Assessed and
evaluated client needs; prepared proposals with recommendations and options;
coordinated with operations to oversee the installation of interior plants;
coordinated with the service department for route assignment and service
As manager of the service department for this tri-county company,
I provided attention, support and response to client needs within 24 hours;
coordinated with operations and service supervisors for immediate handling of
customer requests; resolved any complaints to ensure customer satisfaction. Supervised
3 district supervisors/trainers and 21 service technicians. Worked with quality
control for handling of monthly tech evaluations. Prepared and maintained route
scheduling for maximum efficiency and productivity.
Bachelor of Science: Vocational EducationLouisiana State UniversityBaton Rouge, LA, USA
Bilingual Spanish/English (spoken and written)
Strong public speaker, excellent communicator, coach & trainer, problem solver, customer needs assessment skills, computer proficiency, telephone skills, time management,quality assurance implementation, organizational skills.