Marketing Analyst
Resume:
HUGO GONZALEZ
****************@*****.***
Fontana, CA, 92335
linkedin.com/in/hugogonzalez1984
H G
CAREER SUMMARY
WORK EXPERIENCE
EDUCATION
Master of Business Administration
Strayer University
Washington, D.C.
2017
Bachelor of Science in Network and
Communications Management
DeVry University
Pomona, CA
2007
EXPERTISE
Experienced Manager whom brings 11+ years of account management, reporting, presentation, project management, marketing, customer service, training, merchandising, troubleshooting, and sales knowledge. Seeking to leverage proven leadership skills to improve quality, boost efficiency, grow revenue, limit waste, and exceed organizational goals.
Account Management
Leadership and Training
Planning and Forecasting
Merchandising Management
Customer Experience
Business Management
Marketing Analysis
Generating Executive Reports
Sales Revenue Growth
Quality Assurance
Troubleshooting Skills
Project Management
Executive Relations Management
Account Manager / Verizon Wireless
Verizon Consumer Group / Southern California Region / May 2014 – 2021
• Managed up to 40 indirect Verizon sales locations at a time.
• Provide field support to up to 300+ representatives via phone, video, and in person monthly.
• Facilitate executive business reviews with Agent leadership and align goals to drive results.
• Lead leadership presentations weekly on products, system, and processes.
• Generate and distribute reporting to leadership on performance and company initiatives.
• Prepare and assist Agent/Retailers with launches, process changes, and store openings.
• Prospect locations for Agent leaders to help them establish new location outlets.
• Lead monthly meetings with District Managers and Agent Regional Directors to cover initiatives and help them develop their managers/employees to improve metrics.
• Monitor merchandising quality to ensure Verizon brand standards.
• Planning and forecasting sales results and key performance indicators to identify areas of opportunity to improve results on revenue growth, customer growth and churn reduction.
• Quality assurance management with customer experience and survey monitoring.
• Constantly train agent/retailer leadership and employees on Verizon competitive advantages, sales best practices, products/services, promotions, procedures, and point-of- sale ordering systems.
Marketing Analyst / Verizon Wireless
West Area Marketing Sales Operations / Irvine, CA / 2012 – 2014
• Facilitate West Area Indirect channel with sales operations support to meet deadlines
• Generated Indirect West Area NPS reporting, sales reporting, conduct operational audits, and assist with area projects. (Excel reporting and pivot table knowledge)
• Created competitive analysis documents used by the field part of the Competitive Council
• Perform field visits to check retail competitive pricing and obtained representative feedback.
• Organized area wide Go To Market documents to assist with product and service launches.
• Project management experience with area event planning and execution.
• Assisted various Marketing Teams: Sponsorships/Events, Multicultural, Retail, and GTM.
• Recognized by West Area Indirect Management and Sponsorships/Events Associate Director for Performance
• Knowledge of the various marketing systems and sales operations structure.
• Microsoft Certified Professional - MCP ID #: 6208444
• Proficient with the following systems: Outlook, Google Slides, Tableau, ACSS, PEAK, Work Flow One, OEM, OMM, Web Reports, eROES, Iconic Orders, and BEAST. Coordinator Customer Service / Verizon Wireless
Customer Relations Team / Irvine, CA / 2009 – 2012
• Handled high level customer escalation's as part of the Customer Relations Team.
• Maintain customer experience quality assurance.
• Acting supervisor responsibilities, making quick educated decisions
• Negotiated large amounts of credits with customer escalated issues
• Handled the highest volume of inbound customer calls (40-50 calls daily)
• Peer facilitating through call center floor support, answered representative questions to help resolve customer issues.
• Handled advanced customer billing inquiries and resolved issues.
• Conducted high quality Tier 1 and 2 troubleshooting assistance and set up trouble tickets.
• Consistently sold devices and accessories in order to reach PA quota percentage
• Worked with ACSS systems to perform customer account maintenance.
• Trained representatives on system tools, products, and services.
• Worked with customer services representatives to reach consecutive area leading goals.
Contact this candidate