This is my profileContact via CazVidLaura
Department Manager at Axylium / Petroff Amshen Law Firm
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Competencies
Proven ability to build and maintain strong client relationships, increasing loyalty and revenue.
Skilled in closing deals, upselling, and negotiating to meet revenue targets consistently.
Experienced in designing workflows and templates that improve efficiency and team performance.
Exceptional at managing high-volume customer interactions across multiple channels, ensuring satisfaction.
Education
Languages
Summary
Experienced in leading teams, optimizing workflows, and delivering exceptional client service across diverse industries. Proven track record of increasing revenue and client satisfaction.
Key Achievements
- Led intake team to significantly increase client conversions and department performance.
- Developed efficient workflows, templates, and communication strategies.
- Managed high-volume sales calls generating COP 100 million monthly revenue.
- Rapidly promoted within Iberia to handle high-value agency accounts and B2B clients.
- Enhanced customer retention and satisfaction through strategic call center operations.
Experience
Department Manager Intake
Led the intake team and implemented strategic processes that significantly increased client conversions and overall department performance., Developed efficient workflows, templates, and communication systems that streamlined daily operations and reduced response times., Coordinated closely with the marketing and legal teams to ensure a seamless client transition., Created data-driven metrics and reports that improved decision-making and elevated the department to record-high results.
Sales Agent
Managed high-volume inbound and outbound sales calls, consistently generating an average of COP 100 million per month in revenue., Specialized in negotiating with clients, travel agencies, and corporate accounts, securing favorable deals that maximized profitability and customer satisfaction., Expertly handled customized ticketing and reservations, tailoring solutions to client needs while ensuring seamless booking experiences., Provided comprehensive customer service, resolving inquiries efficiently to drive customer retention and loyalty., Demonstrated strong sales acumen, persuasive communication, and revenue growth strategies within a competitive hospitality environment.
Iberia Agency Support Specialist
Started as a Passenger Service Representative, rapidly promoted within three months to Agency Relations Specialist, managing high-value agency accounts and On Business clients., Expertly handled B2B sales and client relationship management, ensuring seamless collaboration with travel agencies to boost booking volume and retention., Proficient in Amadeus and Resiber, optimizing ticketing, sales processes, and customer experience.
Customer Service Agent
Skilled in call center operations and performance-driven customer interactions, with a strong emphasis on sales, upselling, and customer retention., Managed outbound calls, engaging with passengers to resolve inquiries and drive service adoption., Played a key role in training and mentoring new hires, ensuring they met performance metrics and sales targets., Experienced in ticketing and issue resolution, balancing customer satisfaction with business objectives., Consistently contributed to team success by optimizing workflows and improving conversion rates.
Customer Service Agent
Effectively managed high-volume inbound cases, assessing client needs and strategically matching them with the most suitable legal services, maximizing conversion rates and client satisfaction., Utilized strong communication and negotiation skills to guide potential clients through the legal intake process, ensuring seamless lead qualification and retention., Maintained detailed case documentation and collaborated with legal teams to streamline processing, improving overall case resolution efficiency., Demonstrated the ability to handle sensitive inquiries with professionalism and discretion, strengthening trust and client engagement.
Customer Service Agent
Experienced call center agent with a strong background in sales, upselling, and customer retention., Frequently entrusted with supervisory responsibilities, including call monitoring and coaching, to enhance team performance and conversion rates., Specialized in home insurance, utilizing persuasive communication and attention to detail to identify sales opportunities, cross-sell relevant products, and ensure customer satisfaction while driving revenue growth., Consistently met and exceeded sales and service KPIs, contributing to a high-performing team environment.
Customer Service Agent
Developed strong sales and negotiation skills while handling high-volume inbound and outbound calls, chats, and emails in a fast-paced call center environment., Consistently exceeded customer satisfaction targets by providing tailored solutions, identifying upsell opportunities, and effectively closing sales., Managed ticketing systems to track client interactions and ensure seamless follow-ups, directly contributing to increased customer retention and revenue growth., Demonstrated leadership in team collaboration and goal achievement, maintaining a results-driven approach to customer service and sales.