Sales Customer Service
Resume:
Adrian R. Rodriguez
San Antonio, Texas, 78216
*******************@*****.***
Summary
Accomplished bilingual Sales Manager driven to lead and motivate sales teams to achieve goals, while providing high levels of customer satisfaction. Experienced in all facets of inside sales, outside sales, customer service, training and development. Approachable with excellent communication skills facilitating rapport across all organizational levels.
Professional Experience
Call Center Manager
Manage group of 25 employees for Randstad at Marriott Call Center.
Responsible for Agents Adherence, attendance tracking, report tracking and floor program questions.
Provide coaching, mentoring and education to agents and ensure premier customer service.
Ensure daily processes and documentation for agent calls with customers meet company standards.
Sales and Operations Manager
Started the Software Inside Sales Organization for Avnet, grew from 47m to 700m in annual sales.
Established Sales Territories consistent with IBM Territories which created strong alignment and teaming.
Consistently exceeded sales targets and had year over year growth of 5% to 15% annually. Achieved leadership sales results through management and supervision of 23 full time inside sales representatives
Created sales tools and processes to successfully manage the volume growth.
Initiated a sales pipeline and forecast process to successfully drive and predict sales revenues. This effort ranked 1st in the San Antonio location with a 97% accuracy rate.
Created a Sales Training and Development Program recognized by Avnet as a Best Practices in Avnet Sales. Development Programs for entry level sales representatives resulted in 1 Director of Sales, 5 Sales Managers, 4 Business Development Managers, 8 IBM and Partner Sales Representatives.
Achieved Operational Excellence by working with IBM and Avnet resources to automate processes and procedures in both Sales and Operations. This in turn enhanced Sales focus, Customer Satisfaction and improved profitability.
Implemented IBM’s new SaaS Program for Avnet by designing the quote and order process. Worked with Avnet legal department to establish SaaS Terms and Conditions on quote output. Created new SaaS forecast methodology.
Successfully completed Avnet’s Off Shore Resource Program. Transitioned workload of 11 Inside Sales Support Representatives to Mexico. This involved Avnet resource reallocation, interviewing and hiring Off Shore teams, creating a Training Program on the IBM Programs, IBM and Avnet Tools and Processes.
Successfully managed to audit readiness and expense controls.
Professional History
Randstad at Marriott Call Center, San Antonio, Texas 2018
Call Center Manager(2018-Current)
Avnet Inc. San Antonio, Texas 1999-2017
Director of Sales, Software (2010-2017)
Avnet, Sales Manager (2002-2010) Avnet, Sales Representative (1999-2002)
QIV Solutions, San Antonio, Texas 1997-1999
Inside Sales Representative
IBM Corporation, San Antonio, Texas 1982-1996 Regional Operations Manager (1994-1996)
Operations Manager (1987-1993)
Customer Service Representative (1982-1986)
Skills
Excellent Customer Service experience
Excellent analytical and problem solving skills
Excellent oral and written communication skills
Experienced in Word, Excel and Powerpoint
Experienced in Process and Tools improvement
Education/Training
University of Texas at San Antonio
Trinity University San Antonio, Texas
Central Catholic High School San Antonio, Texas
Emphasis: Business Management
Accomplishments
4 Excalibur Awards-Top Sales Manager
3 Leadership Awards
7 Pride Trip Awards-100% of Targets
Created a Company-Wide model for supporting our customers and reducing costs
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