Customer Service remote

**** *********** **.

Cell/210-***-****

San Antonio, Texas 78228

Email: *********@*****.***

MICHAEL A. SARABIA, C.D.M.P.

Certified Diversity Meeting Professional (I.A.H.M.P.)

Objective:

To obtain a position in Remote Membership Service/Customer Service, Event/Meeting/Travel Co-Ordinator, Remote Inbound Sales.

(in house or remote/work at home).

Throughout my 44 years of working, 40 years have been in some form of management in different industries. So, I have learned so much about different types of managerial functions and skills. But most importantly, it has been my passion to develop the Best skills to bring out the Best in the team I build and lead, as I establish a winning culture that will increase quality in the production, service and profitability. I look at myself as an educator, a motivator full of passion in seeing others succeed. I strongly believe I bring an established set of managerial skills to the table and present these skills in a coherent and assertive way that proudly has produced much success throughout my career as a successful manager and business owner. Along with team building, my qualities of multi-tasking with record keeping of scheduling, payroll, ordering of product, inventories, profit/loss statements and the hiring/training process are all part of my responsibility as a manager. I bring the energy, experience, ideas and the passion that goes into building a successful and profitable restaurant business. Winning, together as a team, finding the different talents of each team member to improve the overall flow of the operation has proved successful in my past leadership roles as management and business.

I have worked as a Hershey’s Retail Sales Merchandiser and served the central-west end of San Antonio representing Hershey’s within an assigned route serving chain and independently owned convenience stores. Walmart stores in San Antonio to Uvalde and the coastal region of South Texas. This opportunity came about due to my proven successful track record at Hershey’s that greatly affected Mars directly in the convenience stores market, so they offered me this opportunity to pull me away from Hershey with the faith that I would be very productive for them in the Big Box markets. I was proud to be a part of the Hershey’s team and wanted to grow more and produce more for the company. More recently I also worked with Advantage Sales and Marketing as a Retail Sales Representative for Mars Candy Company which is Hershey’s biggest competitor. I was offered a bigger and better role at Walmart stores in San Antonio to Uvalde and the coastal region of South Texas. This opportunity came about due to my proven successful track record at Hershey’s that greatly affected Mars directly in the convenience stores market, so they offered me this opportunity to pull me away from Hershey with the faith that I would be very productive for them in the Big Box markets.

I also worked for Acosta Sales and Marketing, serving major companies as I delivered quality service and performance servicing from Big Box stores to neighborhood grocery/convenience stores meeting the needs of the clients I represent and the store itself. I communicate with store management educating them on the promotions on special offers or deals that may benefit them along with their clients. I am focused on giving the best service representing many quality products. I also do merchandising, store product audits, store sets, store resets and sales with a strong emphasis on QUALITY SERVICE! At Walmart stores, I have a SPARC certification to work with in stock/order issues within the Walmart system. I have been awarded several times for leading the sales effort in San Antonio and recently being the top sales survey producer in my designated region. While at Hersheys, I was recognized for being the top producer in ordering products for my designated stores through our ordering system.

I am a great team player and have always done more than required to help meet the goals of the team especially when other routes are open with no sales merchandiser and I have serviced and sold in products or rebate programs to stores within those routes with great pride in selling Hersheys.

Business Profile:

For 23 years, I owned and operated a reputable Motorcoach Tour Company with tour offices in San Antonio and Pharr, Texas as well as Monterrey, Mexico. I performed with outstanding records of success in sales, management and marketing at the local, regional, national and international levels. Creative problem solver with the ability to drive revenue growth, resolve conflict, hire and train employees, improve morale and consistently exceed the goals of the company and seeking to successfully meet the needs of the client.

Sales:

As a Hershey Retail Sales Merchandiser, I have over exceeded all Sales goals with HERSHEYS, selling rebates contracts at over 200% for 2015 and sold many new products into all accounts on my assigned route leading all sales in the San Antonio region in 2014, 2015. I also increased shelf space counts by more than 45% in all of my distributor-based convenience stores leading the San Antonio region by far. I do not consider myself a salesman and actually my position was a retail merchandiser, but I consider myself an Educator that can bring knowledge and solutions to the store owner to increase sales while selling a bigger and better variety of Hersheys products. I proudly served as a liaison for this Hersheys company division with the local Merchant Associations and small chain stores ownership and built sales for our San Antonio region. I know I can do so much more for the Hersheys but I was limited since this is a part-time job. Unfortunately, I have been told that this company hired me as a part-time position and that I can only remain part-time, so there is no opportunity for advancement.

While at Citibank, I won many sales contests and was the very first individual to ever be promoted from customer service training (newly hired) into Direct Bank Sales because of my high % of upsales while in training.

As owner of Fiesta Tours, I developed outstanding tour packages with destinations in the U.S.A., Canada and Mexico. After extensive research and negotiations with hotels, tour site attractions, guides and restaurants, I would organize the itineraries for tour/travel companies, civic organizations, group leaders and individuals that would join our own tours. Organized several familiarization (FAM) tours to promote our wholesale tour products, providing all necessary promotional materials and trained staff to answer any questions clients may have had at any time on phone or at sales presentations. I created a wonderful opportunity for people on limited incomes to travel and fulfill their dreams was one my Biggest Dreams and it was truly accomplished by being blessed with a Heart of a Servant.

Team Building: Decisive team leader with extensive experience recruiting and hiring sales teams, developing talent and creating effective training programs with the client’s needs always in mind. An effective trainer, with emphasis on educating the team members to get them to know and understand the products and enjoy keeping team motivated at all times. I always stress the importance of team giving that extra special service to go along with the quality product offered to customers making customers want to come back.

While at Hersheys, I have played role as team lead, while our supervisor was on maternity leave and then again in between supervisor changes and am proud to say the team continue to exceed as a group during these times.

Communication – Persuasive communicator with well-developed presentation and negotiation skills. Able to develop productive relationships with colleagues, suppliers, clients and staff at all levels. As a Hershey Representative it is important getting the message across to the convenience store owners/ managers with a clear understanding because many of them are from other countries and may have difficulties understanding the English language. As a Herheys RSM, I was assigned by my supervisor to meet with the largest Merchant Association in South Texas and several of the bigger small chain convenience store owners to sell in banner promotions and rebate programs and know and find the exact manager needed to communicate or sell in floor main displays so that no time is lost explaining the same conversation many times to the wrong manager.

Work Experiences

Advantage Sales And Marketing(Mars Candy Confection Division) Feb, 2015-May 2018

business plan to ensure sales goals were not only met but exceeded through hard work and dedication always giving Retail Sales Representative (Full Time)

As a RSR, I proudly demonstrated quality service for my client Mars in Walmart stores with outstanding performances exceeding prior record sales in my designated district. I did so by utilizing my great selling skills I learned from my many experiences in the work force. I worked hard to make sure I found the best solutions to ensure the store received their best rate of return on all Mars products that added value to Walmart’s customer base.

I analyzed all business needs and opportunities for product placement and Sales growth and with the great relationships I created with key management, I also gained and secured top spots for front end and main aisle displays for promotional products that greatly improved sales due to the visibility of the product and the great location of the displays.

I followed the guidelines of the company’s 100% and then some, each and every day.

Hersheys November 24, 2012-February 2015

Retail Sales Merchandiser(Part-Time)

As a Hersheys RSM, I represent all product that belongs to the Hershey family within an assigned route. I began on the Southeast part of San Antonio and then serviced the central/west end of San Antonio. I visited chain and independent convenience stores and met with owners or management to offer new products and suggestions to improve sales of their current product. I sold seasonal and other promotional programs including a contract(P2/P3) that will enhance the stores profits through rebates. I was the top seller in the 2014 and 2015 sales promotions which end in December of prior year. I was also recognized for increasing sales and surpassing all survey quotas. I also represented my District Sales Supervisor at meetings with Associations and Store sales meetings which build strong relations with Hersheys locally and those clients. My goals have been to educate the store ownership and their staff on how to keep a quality product on the shelf and find the best and more profitable solutions that Hersheys can offer their businesses. I also keep track of distribution of product, code dates and replenish shelf stock as needed and notify KDM if any product is low or out of stock and make sure the presentation of Hershey product is the best. As a great people-person, I am blessed to build those great strong relationships needed to be sucessful as a proud team member of Hersheys.

Acosta Sales & Marketing April 4, 2012-May 2018

Retail Services Merchandiser(Part-Time)

I was responsible for merchandising all products that Acosta-Impact represented at many retail accounts throughout South Texas. I also met with store/department managers to discuss any options for securing or obtaining additional shelf/display space in the store for the many products Acosta represented every day. I was assigned to implement customer requested and store approved resets following the approved schematics which included removing product, cleaning shelves and resetting product following the new plan-o-gram and restocking product on shelves and tagging product with code dates/prices, rotating the products according to the code dates. I also built displays and restocked displays and tag displays with coupons or other POS. I also did price auditing projects verifying prices of products as well as inventory of that product. After work is done in store, I made reports on work done adding any comments needed to report anything unusual or different from work order based on location of product or manager refusal of displays. I also traveled out of town as needed to meet business demands.

Also did remodeling/complete store resets for different stores. In several cases I also needed to sell in displays to management during various sales promotions by whatever company I represented as an Acosta employee.

Gray Line Tours of San Antonio Aug. 4,’08-Aug 18,’09

Tour Specialist/Manager

I re-established Gray Line Tours in San Antonio for Star Shuttle & Charter

After it was awarded the Franchise for Central/South Texas region. I was hired to start the business from ground up on a one-year contract.

I hired and trained drivers/tour guides. I researched all historical facts and wrote the script for the tour guides presentation. I also routed the whole tour and set a fixed route for drivers to follow for duration of the tour. I established a downtown San Antonio Grey Line Visitor Center for Gray Line Tours. I equipped the shop with all types of information and souvenirs & maps to be sold in shop. I participated in many of the tourism industry association meetings and events to promote the tours and visitors center. I oversaw the total operation from scheduling drivers and visitors center staff, to ordering merchandise and making bank deposits to marketing and sales and special promotions. Wrote tour proposals for group tours arriving in San Antonio and Austin from all over the world. Designed several tours for Central and South Texas. I also worked with local and state tourism officials in promoting designated areas of Texas through specialized tours I designed or assisted in the designation of those niche tours. I also spoke at certain functions promoting our services at Gray Line Tours. I also sold and marketed Sea World packages for tourists visiting San Antonio areas.

Citibank USCC –San Antonio, Texas February 2003-May'07

Client Financial Analyst -Sales July 15, 2003-May ‘07

Develop proactively source and acquire new client relationships and maximize client sales opportunities in a high- volume call service center. Identify clients for opportunities/needs by matching products to meet those needs of the client and ensure the appropriateness of the sale; develop and implement a tailored plan to execute the established sales strategy; broaden and deepen all client relationships by partnering with other Citibank Associates and departments to ensure that all sales opportunities are offered and the current and prospective clients have a consistent, superior Citibank experience. Gather all information for personal, home loans and equity loans. Take loan payments by phone transferring funds from client’s bank account. Inform clients of status of loan account or delinquency on their loan. I acquired and maintained a Group 1 License to sell life insurance in 13 states where Citibank has banking institutions.

Citibank Citiphone Financial Associate Feb.14-July 14,’03

Support service escalation from the financial centers in addition to other inquiries such as bankcard orders, replacements and card activations /deactivations, account investigations, checkbook orders, account changes and account servicing offering the best service in introducing outstanding banking products that will enhance the clients banking relationship and financial well-being. Offer quality service and solutions for the client’s needs in order to keep the Citibank commitment to the customer. I highly achieved all aspects of customer service required by a 24/7 high volume call center operation assisting both English and Spanish speaking customers with a “The Customer is always #1” attitude.

Fiesta Tours of San Antonio – San Antonio, Texas Feb.1985 – Feb.2002

Owner/Tour Operator

I oversaw all operations of the company and its employees. Assumed all responsibility for strategic planning and pricing of product, developed promotional and marketing material for merchandising the products, event planning and advertising. I prepared bank deposits and payroll. I also compiled an impressive client base for wholesale and retail aspects of the business. Handled financial decisions, hired and trained employees, implemented and enforced company policy.

Pioneered several award-winning “Mexico By Motorcoach” Tours which were later used to launch international campaigns for the Department of Tourism of Mexico. I developed an informational guide to assist other U.S. and Canadian Bus Companies to travel into Mexico. Also served as a liaison with Mexican Government agencies and tour operators to assist and improve motorcoach travel into Mexico without any hassles. As owner of the company, I established a great and reputable business in the heart of the Westside of beautiful San Antonio. Years later I would also have a seasonal office in the Texas Rio Grande Valley and Monterrey, Mexico. I always gave back to the community especially to churches and nutrition centers offering low rates and even donated many trips for several organization raffles as well as free shuttle services to most senior citizen nutrition sites in the San Antonio Texas area.

Crain Distributing Budweiser Feb.1981 - Jan. 1985

Driver Sales Representative

I was hired as a Route helper and rode along with the Driver to deliver beer products along the designated route. I was then quickly promoted to a Driver Sales Representative, becoming the youngest person ever promoted to this position. I took this route and nearly tripled the sales of this route earning several awards and prizes for exceeding sales projections and introducing new products into 100% of all client's businesses. I would be offered a promotion in January 1985 to Sales Supervisor, but I declined as I was to begin my own journey as a Business owner.

Church’s G.W. Jrs. Restaurants June 1978 – Jan.1981

Restaurant Manager/Management Trainer

I was hired as a team member but because of my great leadership skills, I was offered an opportunity to attend Church's Management School being the youngest individual to attend the school at 18 years old. I was the only individual in the class that was not a college graduate only recently graduating from high school months earlier but received an award for graduating with the 2nd highest G.P.A. in this management class.

I would take all I learned in this management school experience and make the best of a restaurant operation winning many Manager of the Month awards and Manager of the Year in 1980. I also became a "Training Manager" being the example to the "OJT" management trainees in my designated restaurant. As new storefront restaurants opened, I would work alongside the assigned manager to make for a smooth and successful grand opening for the new restaurants.

As much as I loved this opportunity, I saw many changes in the company that I believed would destroy the business, and sadly I was correct, and the company eventually began a spiraling downfall eventually closing all restaurants.

Education:

1973-1978 Holy Cross High School San Antonio, Tx.

1978-1979 Church’s School of Management San Antonio, Tx.

1986 San Antonio College San Antonio, Tx.

1990 Regional School of Tourism Monterrey, Mex.

2003 Citibank Univerciti Level 1&2 San Antonio, Tx.

2003 Citibank Univerciti Direct Bank San Antonio, Tx.

2003 Univerciti Group 1 Insurance San Antonio, Tx.

2011 International Association of Albuquerque,N.M.

Hispanic Meeting Professionals

Awards/Certifications:

Hersheys Top Sales(P2-P3contracts)Dec.2013 & Dec. 2014

Walmart SPARC Certification

Certified Diversity Meeting Professional (Dec. 2011)IAHMP

Division Top Referral Leader Citiphone Level 1 2003

Group 1 Life Insurance 2003-2011

Top Wholesaler”Mexico By Motorcoach”1989,1990,1991,1994,1995

Number1 Customer Sales Award(2000+Rooms/year) Hotel Rio Doubletree Monterrey, Mexico 1990,1991,1992,1994,1995,1997,1998, 1999

Key to Our Heart Award, City of Zacatecas, Zac. Mx. 1990

Copper Canyon Specialist Award Chihuahua, Chih. Mx. 1993, 1994

Leaders in Tourism, Appreciation Award, Veracruz, Ver. 1994

Pioneer of “Mexico By Motorcoach” Award, Tianguis Convention 1995

Mayor’s Tourism Award, Monterrey, N.L. Mexico 1993, 1995

Church’s G.W. Jrs. Manager of the Year1980

Church’s School of Management “Top Graduate” 1978

Interests & Activites:

Senior Class President, Holy Cross High School

Baseball, Soccer & Basketball Coach, St. Dominic’s Church 1986-‘94

P.T.A. President, Forest Hills Elementary School 1987-1988

Westside YMCA Board of Management Board Member 1993-‘95

Member of United Bus Owners of America(UBOA)Association

Member of Mexican Tourism Advisory Board(Mexico by Motorcoach)

After-School Tutor Casiano Homes 1990-‘91

Plan to return to college to pursue a B.A. Degree

Plan to write a book on my travel experiences of Mexico

“Mexico Mike’s Motorcoach Adventures”

Volunteer Experiences:

As President of Forest Hills Elementary PTA, I started the Annual Spring Festival which became the school’s major fundraiser throughout the years.

Assisted in various fundraising events for schools, churches and senior citizen nutrition centers in the communities of San Antonio.

Sponsored 40+ Mexican orphan children on weekend trips to San Antonio

Volunteered at Telethon Navideno Marathon phone bank receiving donations by phone.

Donated time, money and office space for “The Loving Dozen” Christmas gift giving program.

Several years of volunteer work with the Community Cultural Arts Organization as a volunteer in the truancy program and after school programs at the Casiano Homes.

Donated time, money and bus services to several senior citizen nutrition centers throughout the city of San Antonio.

Donated bus service to the Jimenez Thanksgiving Dinner

Volunteered for several church missions throughout Mexico

Volunteered for “Under the Bridge” feed the homeless programs.

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