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Jose
Support Coach with 5+ years in customer service and sales
Video resume
Contacto
Competencias
Applied inbound & outbound sales techniques, including upselling, cross-selling, and objections handling, across various roles.
Provided training and supervision to sales agents and support teams to improve performance and service quality.
Handled customer inquiries, identified upselling opportunities, and implemented call quality strategies.
Bilingual in English and Spanish, enabling effective communication with diverse customer bases.
Utilized Salesforce, HubSpot, and proprietary tools to manage customer interactions and sales pipelines.
Educacion
Idiomas
Resumen
Experienced support coach and supervisor with a proven track record in sales, team training, and customer service excellence in the healthcare and technology sectors.
Logros Clave
- Coached and mentored 20+ agents to enhance sales performance at Continuum Global Solutions.
- Supervised call teams managing inbound/outbound calls, achieving sales and service excellence at TLC Associates.
- Led insurance support teams to improve customer retention and service quality at Teleperformance.
Experiencia
Support Coach
Coached and mentored 20+ agents to enhance both inbound and outbound sales performance., Guided agents in recognizing and acting on sales opportunities during live customer interactions., Collaborated with leadership to implement performance strategies that improved upselling metrics.
Supervisor (ADT Campaign)
Supervised a team managing inbound and outbound calls, promoting security product sales and account management., Trained agents in objection handling and solution-based selling to increase conversions., Consistently monitored performance metrics to ensure sales quotas were met or exceeded.
Supervisor – Healthcare Support (UnitedHealthcare)
Led a team assisting members with insurance inquiries while identifying upselling and retention opportunities., Implemented call quality strategies that improved both service outcomes and client loyalty.
Trainer – Medicare Support
Delivered onboarding and trained new agents on handling inbound calls effectively while seizing upselling opportunities., Taught call control, de-escalation, and member satisfaction strategies.
Trainer – Health Insurance Services
Trained agents on insurance policies, claim processing, and pharmacy protocols., Responded to escalated inbound customer issues, often turning service challenges into retention wins.