Carlos is a dedicated professional with over 10 years of experience in customer service, sales, and account management across diverse industries. Known for building strong client relationships and driving revenue growth, he excels in multichannel communication and team leadership.
Expertise in building and maintaining strong client relationships, boosting customer loyalty and sales.
Skilled in driving sales growth through strategic upselling and cross-selling techniques.
Proficient in delivering exceptional support via phone, email, and chat across diverse platforms.
Effective in prioritizing tasks and managing time to meet multiple deadlines in fast-paced environments.
LACIAS CORP
Managed strategic accounts across UK, Netherlands, and Spain, overseeing 175+ daily customer interactions via phone and email.. Drove revenue growth through targeted promotions, cross-selling, and personalized solutions.. Maintained high client retention with proactive follow-ups, relationship building, and clear communication on product updates and offers.. Consistently met team targets and collaborated cross-functionally to ensure seamless service delivery.
SQUARE BOX
Provided multi-channel support (phone, chat, messaging) for online gaming platforms including Casino, Poker, and Sports.. Assisted users with deposits, payment options, and cryptocurrency solutions.. Utilized internal tools to enhance service efficiency and identify revenue opportunities.. Resolved purchase order and account setup issues, while managing backend processes and ticketing systems.
NTT DATA
Managed sales pipelines and forecast reporting for hardware accounts at Dell.. Delivered advanced technical support via phone, email, and chat, diagnosing hardware and software issues.. Adhered to SLA policies and ensured timely resolution and ticket closure.
HIGH SCHOOL DIPLOMA
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SITEL
Provided technical support and advanced to a mentor role within 90 days of high performance.. Led a team of agents, coaching to improve performance metrics and managing escalations to ensure service excellence.
SITEL
Handled high-volume inbound calls addressing warranty and equipment coverage inquiries.. Clearly communicated policy benefits and provided effective resolutions.
