Sales Manager Customer Service Manager
Multifaceted and performance-focused professional, offering extensive background in sales cycle management, complemented with adeptness in providing first-rate customer service and satisfaction. Expert at formulating operational efficiency solutions, cost-effective initiatives and sales/marketing strategies to drive sales/revenue growth. Capable of thriving under high-pressure environments while maintaining quality, timeliness, and efficiency of all performed tasks. Equipped with articulate communication skills in establishing/maintaining positive working relationships with all levels of professionals.
Areas of Expertise
Marketing and Advertising Management Business Development and Administration Regulatory Compliance
Strategic Planning and Implementation Contract Negotiation Staff Training and Development
Sutherland Global Services – Las Vegas, NV
Team Manager 2017–Present
Render supervision and training to a team of up to 20 direct reports on products and services, effective upselling, customer service, and proper chat etiquette.
Create a script for the training of staff on effective selling, compliance, and customer service techniques.
Take charge of teaching various teams in meeting MSATs, displaying proper techniques, and utilizing verbiage encompassing empathy for member satisfaction.
Perform analysis of all client needs to provide service delivery for suitable products based on their needs.
Manage a broad spectrum of personnel in completing numerous projects within deadline-driven environment.
Ensure alignment of budgetary obligations with the approved guidelines, while reducing expenses through cost-effective methods.
Preside over the presentations in meetings and administer strategic planning to meet performance goals.
Resolve employee concerns while producing feasible solutions to enhance morale and productivity.
Establish strategic and professional relationships through effective listening and conflict resolution skills.
Conduct maintenance of quality control on all products and services, securing reputable business practices.
Successfully minimized shrink and attrition while boosting MSATs through proper expectations and staff coaching within areas of improvement.
SolarCity – Las Vegas, NV
Inside Energy Consultant Team Lead / Mentor 2015–2016
Delivered renewable energy solutions by analyzing customer needs.
Instructed team member regarding system design as well as effective selling and customer service techniques to develop strong working teams.
Guaranteed excellent quality service and confirmed timely delivery of goods/services with high installation rate.
Ranked consistently in the top 10%-20% of power rankings in sales & performance by creating new sales leads through referrals, imparting knowledge to customers regarding benefits.
The Pearl Ridge Estate – Aiea, HI
Property Manager 2010–2014
Administered all aspects of leasing property and developed marketing, sales, and advertising material to rent units and maintain tenant occupancy at 100% for four consecutive years.
Resolved tenant issues and concerns while facilitating failing property along with move-in and move-out procedures encompassing lease agreements and other pertinent documents.
Took charge of minimizing unnecessary expenses and enhancing revenue by utilizing budget improvement.
Drove turnaround of failing property into profitability through onboarding, which resulted in the attainment of 20% of revenue growth.
Apex Designs – Arlington, TX
Director of Marketing and Sales 2001–2008
Oversaw a team of web developers, programmers, and sales personnel, while conducting performance reviews.
Cultivated and maintained strategic and professional relationships to create and expand new and existing accounts, guaranteeing customer satisfaction and quality control.
Handled the negotiation of pricing and preparation of business proposals for new accounts which included market research materials.
Facilitated meetings to set expectations, guide teams, delegate marketing, sales, and advertising objectives.
Managed marketing & sales operating budgets, while monitoring competitor products, sales, and marketing activities.
Demonstrated proficiency in cold calling, upselling, and sales lead generation to develop and expand new and existing accounts.
Formulated sales strategies and scripts to determine prospects and close deals.
Performed various tasks including providing presentations and demonstrations, conducting market research, and negotiating and executing pricing.
Constructed marketing and promotional tools, ranging from online advertisement, photographs, brochures, videos, and websites for positive brand presence, which resulted in new accounts, company growth and profitability.
Earlier Position Held:
Emergency Alert Protection – Arlington, TX
Made major contribution in reducing turn-over rate and increasing productivity of employees by 300% to 500%.
Transitioned failing projects, while boosting revenue by 20% to 34%.
United States Air force – Sheppard AFB, TX
Biomedical Equipment Technician, Honorable Discharge
The University of Texas Medical Branch Galveston – Galveston, TX
Biomedical Equipment Technician, BioMedical Engineering and Electronics Department
Sutherland Global Services (The United Services Automobile Association (USAA)) – Las Vegas, NV
Licensed Property and Casualty Insurance Agent
Freelance – Various Locations
Photographer and Videographer
Bachelor of Business Administration in Management
University of Texas at Arlington Arlington, TX
Licensed Property and Casualty Insurance Agent
Action Plans and Performance Management Certification
Salesforce.com Team Manager University, Sutherland Global Services
ADT National Sales Training Program
Microsoft Office Suite Adobe Creative Suite (Photoshop and Lightroom) Sony Vegas Pro
Microsoft Windows Salesforce.com eGain