Customer Service Sales Associate

Julio Venage

Naples, FL *****

(***) *** - **** *******@**********.***

Skills/Experience: Over 12 years of customer service and sales experience with a proven track record, including account maintenance, lead generation, and gaining new accounts. Experience with sales, customer service, phone, email, and chat support. Great team spirit, as well as management and training experience.

Languages:

Fluent English (Advanced, written, oral)

Fluent Spanish (Advanced, written, oral)

Education: Florida Career College

WORK EXPERIENCE:

Guest Experience/Customer Service (Remote) Vacasa Vacation Rentals

January 2022 – November 2022

Communicated in a positive, professional, empathetic, and “customer-centric” manner over the phone, email, and chat to assist guests, local operations, owners, and management. Averaged 60 calls per day. Managed reservations from AirBNB, Booking.com, Expedia, PriceLine and more.

Managed Updated and modify reservations upon request such as cancellations removing and adding dates, moving dates, and adding guests and pets, early check-in, payment and more. Verified that all reservations are confirmed with finality and made sure it was not missing any processes such as identity verification or missing any rental agreements and/or required HOA documents by the resort or community.

Assisted guests with finding the perfect vacation rental within their dates of choice and budget at their favorite destination or destination of choice with a high success rate in closing the sale. Used programs such as Twilio and Slack to assist with escalated manager calls or general inquiries. Also assisted guests with lockouts and assisted with dispatching the appropriate staff to assist to in-home maintenance issues.

Owner Loyalty Manager, (Former Top Performing Sales Associate) Naples Nissan

October 2019 - February 2021

●Managed complaints for the sales, service, leasing, and rental departments for a dealership with over $4,000,000 in monthly sales by efficiently communicating with customers, multiple departments, and corporate headquarters.

●Accurately document customer complaints by using established procedures and guidelines to ensure quality resolution and customer satisfaction in a timely manner.

●Improved KPI and customer service metrics by reaching out to customers and working one on one with individuals in the sales and service department to improve individual customer service.

Shipping/Receiving/Inventory Parker Hannifin January 2018 - July 2019

●Determine priority of orders and packages that need to be shipped in order to meet quota and maximize profitability for high-end customers and industry leaders such as Boeing, Lockheed Martin, Hamilton, GE, Government, and Military.

Sales/ On-Boarding Management MT Pool Distributors January 2015 - November 2017

●Generated over $3.5 Million in Annual Sales by providing superior account management, territory planning, and building relationships to create an active pipeline and drive sales growth.

●Territory planning to open and close new business above target level by providing quality account management, researching new leads, and proactive, targeted outbound calling. Includes regaining lost customer accounts and cold calling to gain new accounts

●Read blueprints to analyze and determine the list of items required to complete projects.

●Used Epicore software for sales, inventory management, processing returns, and exchanges.

●Coordinating store transfers for drivers between 4 locations in Miami-Dade and Broward counties. Organized routes daily depending on sales, vendor pickups and store transfers.

Shipping/Fulfillment Manager Miami Home International February 2011 – August 2014

●Maintained & achieved 100% shipping quota, daily shipments include Costco, Amazon, direct sales and other reseller and fulfillment accounts. Dropship, UPS, FedEx etc.

●Managed and trained the shipping team including temporary employees during regular and high seasons. Direct and train team to compact, restock & organize warehouse and forklift operations.

●Managed inventory by physical & electronic count as well as personally handling returns, warranty parts & claims with customers. Helped develop and implement Scout inventory and shipping management for increased efficiency.

Inside Sales Tiger Direct Miami, FL October 2008- January 2011

●Answered and assisted clients with technical support as well as customer service questions and concerns.

●Achieved over 80% attachment and conversion rate by quickly analyzing and adjusting to each customer.

●Prepared outgoing shipping labels and RMA's (Return Manufacturing Authorization).

Lead Technician Computers To Go Miami, FL November 2003 – October 2008

●Provided exceptional customer service in person, online & by phone.

●Managed all incoming repair tickets including hardware & software-related issues.

●Developed and managed storefront website.

●Assist customers with windows related issues via Windows Remote Assistance & TeamViewer.

●Develop & deployed network and wireless solutions tailored to customer needs & requirements.

●Built custom computers fitted to customer’s price points and requirements.

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