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Wilmer
Sales Operational Lead at Ridgeline Agency
Video resume
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Competencies
Exceptional ability to resolve complex issues and deliver high-quality support across multiple platforms.
Proficient in developing and executing sales plans, pipeline management, and lead conversion optimization.
Skilled in leading, coaching, and training teams to achieve operational excellence.
Experienced in supporting SaaS platforms, managing client accounts, and automating workflows with tools like Zapier.
Capable of utilizing CRM tools such as Gorgias and Pipedrive to streamline customer interactions and sales processes.
Education
Summary
Dynamic professional with extensive experience in customer service, sales strategy, and SaaS support. Proven ability to lead teams, optimize processes, and enhance client relationships in fast-paced environments.
Key Achievements
- Led sales team operations, ensuring KPI and commercial objective compliance.
- Optimized sales processes and pipeline management, increasing prospect conversions.
- Provided operational support in SaaS account management, enhancing client retention.
- Coached and onboarded new customer service agents, improving team performance.
Experience
Sales Operational Lead
Operational leadership of the sales team, ensuring compliance with KPIs and commercial objectives.. Coordination of sales processes, lead follow-up, and pipeline optimization.. Support in the ongoing training and development of team agents.
Junior Associate
Account management and operational support in a SaaS environment.. Close collaboration with the sales team to maximize prospect conversion.
Customer Service Representative Level II
High-volume customer support with resolution of complex issues.. Served as Trainer, onboarding and coaching new agents on service protocols.. Used tools like Gorgias for ticket management and customer satisfaction metrics.
Customer Support Specialist
Technical and product support for clients on a business messaging platform (SaaS).. Issue resolution via chat, email, and support tickets.
Customer Service Representative
Customer service for international accounts based in Tegucigalpa.. Handled inbound calls, problem resolution, and case escalation.
Skills
Video Transcript
Video Transcript 1
Hi there, my name is Wilmer Zambrano, I am 28 years old and I'm currently located in Tegucigalpa, Honduras. To share a little bit about myself or work experience, I would have to say that customer service is my thing. I've been doing this for almost eight years already, covering the most common customer service roles, customer support, customer care, and I also have experience in sales.
Video Transcript 2
Hi there, my name is Wilmer Zambrano. I am 28 years old and I'm currently located in Tegucigalpa, Honduras. To share a little bit about my background or work experience, I would have to say that customer service, it's my thing. I've been doing this for almost eight years already, doing different roles related to customer service, customer support, customer care, content moderation, and sales. So I have experience using the mousecat.