Customer Service Care

Sergio Erick Guevara

754-***-**** adyzj0@r.postjobfree.com Miami, FL

SUMMARY OF QUALIFICATIONS

A results-driven professional with extensive experience in LATAM brand creation, strategic planning, and revenue-focused projects. Adept at driving sales growth, fostering a culture of continuous improvement, and delivering exceptional customer service. A decisive leader with a strong ethical foundation, exceptional collaboration skills, and a proactive problem-solving approach. Committed to setting and achieving ambitious goals, streamlining processes, tracking key performance indicators, and striving for excellence in all endeavors.

PROFESSIONAL EXPERIENCE

Sales & Customer Care Manager May 2023 to present

NG Cleaning Solutions Davie, Fl. USA

Responsible for the implementation of the customer care & sales department pilot.

Executive Director - Fintech 2021 – April 2023

GINIH Honduras Relocating to FL

Successfully led the relaunch of a FINTECH platform with responsibilities in day-to-day operations and increasing corporate clients by more than 125+ %.

Implement a sales funnel, that improves the up-sell and cross-sells company results by more than double.

Director of Projects & Marketing - Retail 2016 - 2020

La Antorcha Supermarket. Honduras

Maximized sales through the positive relaunch and expansion of social media channels, resulting in a 30% increase in customers, and a 20% increase in average ticket sales.

Implemented innovative income generation strategies, including Private Label Credit Cards, resulting in 175+ new tenants and a 25% profit increase.

Regional Director- Retail 2012 - 2015

La Colonia Supermarket. Honduras

Conducted thorough market-client research and successfully launched a supermarket chain in the northern zone of Honduras, exceeding sales goals.

Implemented a Distribution Center to lower logistics expenses and improve product delivery, resulting in increased sell-through of products.

Marketing & Customer Service Corporate Manager – Banking & Insurance 1999 - 2012

Banco del País Financial Group S.A. Honduras

Evaluated and improved Marketing and Customer Service areas, resulting in a more than 60+ % operational efficiency increase and 3x customer satisfaction improvement.

Implemented the first call center department (7x24) and achieved ISO9001 certification through effective leadership and strategic planning for the bank and the insurance company.

Marketing Corporate Manager - Banking 1997 - 1999

Honduras Bank of Credit and Services S.A Honduras

Evaluated and improved the Marketing department, exceeding sales goals by over 16% each quarter through upselling and customer cultivation.

Marketing & Customer Service Regional Manager - Banking 1995 - 1997

Banco Popular del Ecuador S.A. Ecuador

Implemented the new Direct Marketing, External Sales, and Credit Reports departments in Ecuador, Colombia, and Venezuela. Increase the market share by 15% and the wallet share by more than 75%.

Led the customer service strategy for Private Banking, resulting in a 55+% client increase and 2x improvement in client experience evaluation.

EDUCATION

MBA & Management Development Program - Senior Business School of Management Honduras, 2006

Specialization in Marketing & Finance - Technological Institute of Higher Studies of Monterrey Mexico, 1998

Applied Science in Marketing & Retailing - Central Piedmont College North Carolina, USA, 1995

Applied Science in International Business - Central Piedmont College North Carolina, USA, 1991

SKILLS

Bilingual: Fluent in English and Spanish.

Application: CRM, Salesforce, ERP’s, Microsoft Office Apps, Power Bi, Chat GPT.

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