Customer Service Sales

Edwin Gerena

***** ******* **** ***** *********, NC 28213 ● 631-***-**** ● *********@*******.***

Summary

This bilingual, sales operations professional seeks to manage a fast-paced operations environment using his six plus years of call center experience. Using excellent customer and telephonic management skill, he has balanced inbound and outbound call traffic to increase sales deposits and employee morale in a challenging mortgage lending space. In the wake of changing management and re-organization, he has mentored employees to success and personally retained threatened customer relationships with his customer service expertise. He has mastered and taught CRM usage and reporting and telephony use to all level employees; including senior management.

Management, Leadership and Coaching

Performance Management

Conflict Escalation Management and Resolution

Excellent Communication

Salesforce

Five9 (Call Center Telephony)

Encompass

SAP

Microsoft Office Suite

Professional Experience

B2R Finance, Charlotte NC October 2015 - Present

A financial technology company founded to address the unique needs and financial goals of single-family rental property investors.

Call Center Manager

Develops and lead sales and customer service representatives via phone, email, or live chat to ensure customer needs are met

Provide product guidance, information, support, problem resolution and troubleshooting.

Develop employees using setting and reviewing strategic plans, preparing action plans and by implementing production, productivity, quality, and customer-service standards

Develop and maintain customer service policies and procedures

Manage/lead a team of 50 + customer service staff

Optimizing our customer service workflows between our sales team, support staff, and our 3rd party loan processing provider

Increasing agent productivity by 40% over Q1 2016

Prepare and deliver weekly senior management reports on sales team performance and trends

Deploying a best-in-class phone system (Five9). Mapping of campaigns, skill sets, IVR scripts and workflows, sys admin and training responsibilities.

IQMS, Charlotte NC May 2014 – October 2015

A Single Database ERP & MES Solution to the Manufacturing Industry.

ERP Office Manager

Prospected discovery and demo preparation materials for customers

Managed 100+ accounts exceeding $1.5 million in revenue annually

Presented sales materials and complex software overviews

Assisted in development of sales related materials

Prepared pricing proposals

Developed customer reference materials and relationships

Developed Inside Sales Reps

Participated in trade show activities

Worked with all members and levels of the IQMS Sales team to sell add-on products.

Logistics Corporation. Charlotte, NC April 2012- Oct 2013

A $25 million distributor of industrial supplies

International Department Manager

Managed a team of Client Services and Sales Associates that focused on meeting Customer Service efficiency and quality standards.

Trained and supervised customer service professionals to ensure optimum satisfaction of clients.

Solved all major customer problems/queries that subordinates were not able to solve earlier.

Responsible for new hire training, tracking and monitoring sales goals of the sales reps within the call center, achieving a 99% close rate on a monthly sales quota of $300,000.

Successfully maintain a book of business of 800 accounts growing the International Sales market 36% over the previous year. My clients range from the U.S to Canada, Asia, and South America advising them on ways to increase profit margins, negotiating price points, selling new product lines and providing quotes.

Exceed targeted results in customer retention, client expectations, sales and support service as well as other customer service goals.

Foundation Financial Group, Charlotte, NC Sep 2010- Dec 2011

$15 million Mortgage and Financial Service Company

Team Manager

Led the process of hiring customer service/sales teams in a fast-paced call center.

Performed quality assurance monitoring of calls to ensure the proper sales development of reps as well as making sure all ethical standards were met using NICE call recording.

Assisted the department involved and top level management in solving severe issues, which may have been produced due to firm’s services or products.

Documented and maintained reports related to discussions and feedback provided by the customer and presented reports to appropriate department to enable further improvement in products/services.

Wachovia Bank., Charlotte, NC July 2008- July 2010

Personal Banker

Met mortgage loan operational standards by contributing mortgage loan information to strategic plans and reviews; implementing production, productivity, quality, and customer-service standards; resolving problems; identifying loan system improvements.

Attracted new mortgage loan applications by developing relationships within the community, specifically with the real estate community; making sales calls to prospective customers.

Advised and educated clients on the home-buying or refinance process and how to better manage their mortgages

Assisted clients through the loan process from application to closing

Handled day-to-day bank operations, including opening and closing procedures.

Organized trade shows and on-site visits at businesses/ convention center to sell financial packages to their employees and consumers.

Worked on outbound call campaigns to acquire business through cross selling financial products.

Education

Stony Brook University, Stony Brook, New York 2002-2004

Associates Degree in Computer Science

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