Cody - Customer Service and Sales Team Leader with 10+ years in client support and sales

Tegucigalpa, Francisco Morazán Department, Hondurasen

Led and coached a customer service team at IBEX, improving response times, resolution rates, and customer satisfaction metrics.

Consistently met or exceeded KPIs like CSAT, FCR, and AHT through process improvements and team guidance.

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Summary

Experienced in managing customer support teams and sales processes, leveraging robust communication skills and CRM expertise to achieve operational excellence and revenue growth.

Key Achievements

Successfully scheduled, identified client needs, and closed sales at Impact Marketing, enhancing conversion rates and revenue.

Skills

Customer ServiceExpert

Applied effective communication, problem-solving, and conflict resolution to provide high-quality support via multiple channels.

SalesAdvanced

Utilized CRM tools and persuasive techniques to generate leads, close deals, and upsell products, exceeding sales targets.

Team LeadershipAdvanced

Directed and mentored customer service teams, fostering collaborative environments and driving performance improvements.

Process OptimizationIntermediate

Developed and implemented strategies to streamline workflows, improve efficiency, and exceed operational benchmarks.

Experience

Customer Service Team Lead

IBEX

12/2021 - 11/2022

Provided exceptional support via email, live chat, and phone, ensuring quick response times and high-resolution rates., Consistently met or exceeded key performance metrics, including customer satisfaction (CSAT), first-contact resolution (FCR), and average handling time (AHT)., Effectively troubleshot issues and provided clear solutions to enhance the overall customer experience., Utilized tools like Salesforce, Slack, and RingCentral to manage workflows and improve efficiency., Guided and coached a team of customer service agents, driving improvements in response times, resolution rates, and CSAT., Provided training, performance feedback, and real-time support to boost team productivity and service quality., Developed strategies to streamline processes, optimize efficiency, and exceed company benchmarks., Fostered a positive and collaborative work environment to help team members grow and develop their skills.

Appointment Setter and Sales Closer

Impact Marketing

12/2023 - 10/2024

Scheduled and confirmed appointments with potential clients, ensuring a smooth booking process and high conversion rates., Identified clients' needs and provided tailored solutions through effective communication via phone, email, and chat., Successfully sold medical exams and the necessary equipment, educating clients on their benefits and addressing concerns to facilitate purchasing decisions., Upsold and upgraded client plans by highlighting additional features, maximizing value, and increasing revenue., Built strong relationships, overcame objections, and closed deals efficiently, consistently meeting or exceeding sales targets., Leveraged CRM tools such as Five9 and Zendesk to track leads, follow up with prospects, and optimize the sales pipeline.