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Jaime
Senior Analyst with 10+ years of customer service, sales, and team leadership
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Competencies
Delivered tier 1 and tier 2 technical and customer support, handling inquiries and resolving issues efficiently.
Performed cold calling, prospecting, and closing sales for multiple roles, consistently exceeding targets.
Supervised teams of agents, trained new staff, and developed strategies to improve performance and KPIs.
Supported startups with client prospecting, appointment setting, and sales processes to fuel growth.
Proficient in CRM systems, monitoring tools, Windows, MS Office Suite, and interpretation services.
Education
Languages
Summary
Versatile professional with extensive experience in customer support, sales, team leadership, and business development across diverse industries, committed to delivering exceptional service and operational excellence.
Key Achievements
- Led a team of 14 agents at Accenture, monitoring KPIs and implementing process improvements.
- Provided consultancy for startups in sales, training, and client prospecting, supporting client growth.
- Managed vacation rentals and property sales at Amigo Realty, overseeing operations, marketing, and customer satisfaction.
Experience
C.S. Senior Analyst (Team Leader & Q.A.)
Started as an Agent for 1 year and then promoted to Team Leader developing the account for the KT (Knowledge Transfer) process., In charge of 14 agents' performance, providing live reports, effective feedback, monitoring their daily, weekly and monthly KPI's and providing any...
Business Developer / Freelancer
Providing jump-start to start-up companies as a consultant, fulfilling the client's needs with tasks such as delivering Training, Cold Calling, appointment setting and Sales for companies such as Coastal Mountain Home Buyers, The Association of Financial Educators, amongst others,...
Rentals Sales Manager
In charge of Vacation Rentals, Property Selling, and exclusive listing acquisition, replying inquiries, coordinating, planning and executing accordingly to the company and customer's needs, also doing sales presentations and closing sales., CRM, Channels and Websites management for all...
Account Manager / Promoted to G.M. Supervisor
Collecting on individuals and businesses, managing my personal portfolio of consumers creating a relationship to secure payments by finding equitable payment solutions, and assisted on resolving disputes analyzing each individual situation providing the resolution needed, making decisions based...
General Customer Service and Sales Agent
Provided Tier 1 technical support, retention, customer service, billing and sales including cold calling sales, obtaining new customers for Vonage being always in the top 10 sellers, exceeding expectation in all metrics.
Customer Service / Promoted to Q.A.
Providing Tier 2 Technical Support, retention, billing and up-sales on every call and customer service for Time Warner Cable., Promoted to CSAT Supervisor (Q.A.), being in charge of assuring the level of customer service of all the floor's agents by providing feedback, training, monitoring...