XAVIER NAVARRO

adgreo@r.postjobfree.com

786-***-****

COVER LETTER

Dear Leadership,

I believe I possess the necessary skills and experience you are seeking and would make a valuable addition to the leadership team. I'd love the opportunity to help grow, innovate, and learn. As my resume indicates, I possess more than 10 years of experience in the technology industry; Including sales optimization, operations management, and marketing field. I’ve helped Fortune 500 companies such as AT&T increase revenue by driving a team of 30 from $3.1 million in revenue to $5.2 million annually. As the Enterprise Manager my responsibilities included launching new advertising web campaigns, increasing conversion rate, budget analysis, and project management. I assisted in the successful completion of the project and generating revenue of over 220% to goal. I have an insatiable hunger for learning and creating a culture where innovation is exciting and developed. I am 100% committed to ensuring that I add value to anything or anyone I work with, while creating a synergy for success. I am a Customer focused professional that drives results, while ensuring our team is properly educated and trained on best practices.

Sincerely,

Xavier Navarro, MBA

Xavier Navarro, MBA

Miami, Fl 33033 786-***-**** adgreo@r.postjobfree.com

Customer Success & Contact Center Transformations

Goal driven business professional specializing in contact center transformations. During a span of 11+ years, I’ve learned the ins and outs of business management and analysis within the contact center eco-system while utilizing customer success as the focal point. Subject matter expert in on-premise and cloud communication solutions that is focused on increasing customer level experience during project delivery.

Key Skills

Contact Center

Technologies

Value-Added Leadership:

• Management

• CRM

• Cross- Functional Supervision

• Business Analysis

• CCaaS

• Team Building & Mentoring

• Cross Functional Supervision

• WFO/WFM

• Client Relations & Presentations

• Product Demos and Training

• LMS

• Business & IT Planning/Analysis

• Process Optimization

• SFDC

• Vendor Management

• Strategic Planning & Implementations

• Office365

• Product Ownership

• Sales Coaching

• Software Implementation

• Requirements Gathering

• Project Coordination

• MS Project

• Graphical User Interface

• Salesforce

• Tableau

• Compliance PCI/HIPAA/TCPA

• Customer-Experience Focused

• Process Enhancement

Professional Experience

Centerfield Media August 2016-July 2020 – Fort Lauderdale, Fl

Contact Center Operations Manager

Launched Spanish department Sprint Wireless Sales

Trained Managers how to effectively use NICE InContact and Salesforce software to increase sales production and deliver the best quality service while Creating an ROI formula most profitable team in our business out 22 teams.

Software improvements by implementing phone interface with Lead ID and DNIS

Strategically launched salesmanship scripts and trained sales experts successfully.

Recruited and hired Spanish sales experts, decreased attrition rate from 80%-20%

Yearly results both Spanish Teams in top team for the business.

Launched prioritization of skilling to the agents based on quality and agent close rate.

AT&T Business Jul 14-Aug 16 – Miami, Fl

Enterprise Solutions Manager

Top Sales Manager out of 1,120 managers in the country for 2015

Averaged 220% of goal during tenure

Provided sales training and presentations for team

Wrote sales training handbook on sales attitude and tactics

Developed a series of trainings to increase customer experience, trainings adopted nationwide by the company. Crift surveys 98th percentile, customer survey feedback highest in the company and ensuring top level quality.

Red Ventures May 12-May 14 – Miramar, Fl

Sales Performance Manager

Top 6 percentile and above for 8 consecutive months.

Most sales for the month of September 248 total sales.

Highest conversion rate in the department 7 out of 8 months.

Mastered product knowledge effectively used for rebuttals and sales conversion

JP Morgan Chase Jan 10-Apr 12 – Miramar, Fl

Accounts Collections Director

Accounts Receivable Portfolio

Inventory Management/Assigned highest credit core to auto dialer and prioritized with agents

Manage department of 40 employees

Strategized to increase profitability by prioritizing 0-3 months accounts, sending settlement offers with businesses credit scores from 600-750. $2.1 million increase in revenue by EOY.

Coordinated training for new teams

Established QA department from ground up

Decreased attrition rate by 60%, kept personnel longer which made us more profitable and allowed us to give amazing customer experience.

GEICO April 08- Oct 09 – Lakeland, Fl

Regional, Development Program Manager

Insurance Development Program Manager

Customer Service department

Resolutions to consumer needs and wants

Answering questions, while upgrading and selling benefits

Met and exceeded goals to reach top 16 out of 249 service counselors for the month of April

Retention- retain policyholders while by offering discounts, reviewing benefits, and tailoring coverages to best fit their insurance needs

Education

University of Phoenix – Dec 09–May 11

3.47 GPA Master’s in Business Administration

Strategic Analysis and Implementation

Florida International University – Aug 02-Apr 08

Bachelor of Arts in Psychology and minor in Business Administration 3.8 GPA

Florida Medallion Scholarship 75% Tuition Paid

Behavior Analysis Coursework completed (14 credits), Principles & Theories in Behavior Modification

Contact this candidate