Antonio

Sales account executive

Prospecting and Pipeline Management: Actively seeking out new clients and managing a portfolio of businesses.. Full Sales Cycle Management: Handling all aspects of the sales process, including initial contact, needs assessment, product demonstrations, closing deals, and potentially onboarding new clients.. Product Expertise: Becoming proficient in Yelp's various advertising products and understanding their value proposition for different businesses.. Client Needs Assessment: Identifying the specific needs and goals of each client and recommending tailored solutions.. Adaptability and Resilience: Adjusting recommendations based on client feedback and overcoming objections.. Product Knowledge: Understanding Yelp's products, including advertising, reservations, waitlist, and connect features, and their value for different types of businesses.. Competitive Awareness: Understanding the competitive landscape and how Yelp differentiates itself in the market.. CRM Proficiency: Utilizing customer relationship management (CRM) tools to track interactions and manage leads.

Acts as a client advocate and works with internal depts to ensure that clients’ needs are being understood and met. Also explains product value.. Managed 7 different clients in the Energy Industry. Built trustworthy, mutually beneficial relationships with clients by finding the best fit for their needs. Sells new ideas to client, handling complaints, collects and analyzes data to learn more about consumer behavior and improves overall client experience. Keeps accurate records pertaining to account facts. Resolves complaints and prevents additional issues by improving processes. Identifies Industry trends

Ensures talent engagement by designing and executing activities that reflect company’s culture. Leads, executes and monitors top of the line onboarding process from beginning to end. Partners with rest of HR areas and business stakeholders in designing processes, communications and activities that translate company manifesto. Designs and executes culture activities: off/sites, celebrations, team building activities to make sure our workforce is highly engaged.. Coordinates the rollouts, logistics and communications of company activities.. Partners with Payroll lead in designing top of line benefits that are current to the market data.. Partners with Talent Acquisition lead and the marketing department in the coordination and implementation of recruiting events. Acts as company ambassador for talent acquisition or company branding activities.. Runs focus groups and employee engagement surveys to get a better view into the key engagement drivers and areas for opportunities.. Designs a roadmap of activities and communications to address the key areas of improvement when it comes to employee engagement.. Vendors management and budget monitoring

Trainer

Conducted bi-weekly new-hire training classes for customer service representatives, delivering instruction on company products, systems, policies, and service standards.. Designed and facilitated interactive training sessions covering customer service fundamentals, call handling techniques, and problem-solving skills.. Prepared agents to meet key performance indicators (KPIs) such as quality assurance scores, customer satisfaction (CSAT), first call resolution (FCR), and adherence metrics.. Monitored and evaluated trainee performance through assessments, mock calls, and role-playing exercises to ensure readiness for production.. Provided coaching and individualized feedback to help trainees improve communication, product knowledge, and call control.. Collaborated with operations managers, team leaders, and quality assurance teams to align training content with operational goals and performance expectations.. Updated training materials, presentations, and job aids to reflect product updates, policy changes, and best practices.. Facilitated system navigation training for CRM tools, knowledge bases, and internal platforms used in customer interactions.. Maintained training documentation and reports related to attendance, certification results, and trainee progress.. Trained bi-weekly cohorts of new customer service agents, consistently producing top-performing representatives whose post-training metrics ranked among the highest in the program.