Customer Service
Resume:
ANA M. FERNANDEZ
Customer Service/Stock Runner
Bachelor of Science in Hotel
Management and Tourism
JUN 1988
***.*******@*****.***
Irvine, CA
.SalesDevelopment:
Lead Qualification, Sales Presentations,
Closing Techniques, Needs Analysis,
Relationship Management, Active Listener,
Lead Conversion.
.CRM Platforms:
Close CRM, HubSpot Sales Software,
Salesforce, FollowUp Boss CRM, Google
Workspace, Slack.
.Real Estate:
Property Valuation, Market Analysis,
Real Estate Transactions, Contract
Negotiation, Real Estate Law, Investment
Properties, Referral Generation, Networking.
Sales Operations: Sales Process
Optimization, Data Analysis, Forecasting,
Territory Management, Performance
Metrics, Reporting, Sales Training,
Competitive Analysis
OCT.2004
POLYTECHNIC UNIVERSITY OF
THE PHILIPINES
ANTHONY SCH. of REAL ESTATE
Real Estate Certification Prep
Managed 150+ outbound calls and follow-ups daily, converting warm inbound leads into high-quality discovery calls using Close CRM. Qualified 45+ leads weekly into discovery calls by building relationship with prospective customers and addressing concerns, resulting in 27% increase customers registration rate and 15 new onboarding weekly. Launched a targeted follow-up campaign based on CRM behavioral data and Slack channel activity, resulting in a 15% increase in qualified customers completed within one week of initial contact. Prioritized and addressed hot leads within 3 minutes, leading to a personal call booking rate of 45% (exceeding team average by at least 12%), and improved client satisfaction scores.
I am a high energy team player who build trust by listening, building a connection, offering solutions with knowledge and safety while delivering value thereby turning conversations into natural sales. S K I L L S
C O N T A C T
E D U C A T I O N
Q U A L I F I C A T I O N S
WORK E X P E R I E N C E
New Reach Careers - Prime Mover Foundation
https://www.zillow.com/profile/Ann%20Fernandez
Sales Development Specialist Feb. 2025 - May 2025
I am a highly energetic, motivated and people-oriented professional transitioning from Real Estate to Sales and Customer Service jobs. With a strong foundation in customer service, teamwork, and adaptability. I bring excellent social skills, strong sales skills and a team player. I am experienced in high-pressure environments, skilled at multi-tasking, prioritizing projects, and delivering exceptional service to clients and partners in order to finish the task and deliver exceptional service. I am proficient in POS systems and Microsoft Office Suite, Outlook, Excel as well as other app and software used in the industry of sales. Thriving in fast-paced, high-pressure environments, I stay calm under stress and pick up new systems and routines quickly. I follow instructions with precision, communicate clearly, and always ask for support when needed to ensure smooth operations. I also have strong math skills for handling transactions and pride myself on contributing to positive, cooperative team dynamics.
L A N G U A G E S
R E F E R E N C E S
A F F I L I A T E D
B R O K E R A G E S
We're Real Estate, Irvine, CA
(NOV 2024 – Present)
H O B B I E S
Reading Business Books
Volunteer Work and Mentorship
Tech Tool Experimentation Digital
Content Creation
L I C E N S E S & C E R T I F I C A T I O N
California Licensed Real Estate Agent – OCT 2004 to PRESENT Department of Real Estate CA
Credential ID: 01454603
ENGLISH
SPANISH
TAGALOG
ITALIAN
Danisa Peralta - Real Estate Manager
**.*************@*****.***
Aaron Tomkins - Sales Manager
**********@*****.***
*****@********.***
Zutilla Homes, Irvine, CA
(July 2023 – Oct 2024)
Homesmart Realty, Carlsbad, CA
(July 2014 – July 2023)
Realty One Group, Temecula, CA
(March 2011 – July 2014)
Keller Williams Realty, Temecula, CA
(June 2008 – March 2011)
America One Realty, Temecula, CA
(Nov 2004 – June 2008)
-
Real Estate Brokerages
Sales Consultant (Real Estate) Nov. 2004 - Present A Top Agent on Zillow: https://www.zillow.com/profile/Ann%20Fernandez Guided 200+ clients through residential and investor Real Estate transactions across San Diego County, Riverside County, San Bernardino County and Orange County, California.
Achieving a client satisfaction rating of 95% based on post-close surveys. Cultivated strong relationships with a preferred network of 20+lenders, contractors, homebuilders, and legal professionals, enabling seamless transactions and resulting in 10+ referrals per quarter, becoming the team's top relationship building agent..
Cultivated relationships with repeat clients in high-value property locations, resulting in over 70% of annual sales originating from referrals and repeat business, exceeding targets by 15%. Secured 'Top Negotiator" award three years in a row, closing deals $20k above asking price, by leveraging market analysis and building rapport with diverse stakeholders (lenders, inspectors). Initiated contact with 200+ buyer/seller customers per week, qualifying intent, budget, and timeline to feed top-performing agents. Implemented CRM tracking for all lead outreach, improving follow-up efficiency by 30% and boosting qualified registration and showings. Engineered customized call scripts addressing five common buyer objections, converting 15+ additional leads weekly into qualified prospects and boosting individual agent close rates by 8%.
Tech savvy in managing emails, direct mail campaigns, communication through SMS setting appointments for sellers and buyers. Researched properties and conducted comparative marketandrental analyses.
Evaluated, underwrote, presented marketing proposals and recommended solutions to customers.
Built long-term relationships, communicated with clients frequently, developed and monitored databases.
Contact this candidate