Experienced support coach and supervisor with a proven track record in sales, team training, and customer service excellence in the healthcare and technology sectors.
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.
Continuum Global Solutions – Verizon
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.
TLC Associates
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.
Teleperformance
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.
Teleperformance
Delivered onboarding and trained new agents on handling inbound calls effectively while seizing upselling opportunities., Taught call control, de-escalation, and member satisfaction strategies.
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Utilized Salesforce, HubSpot, and proprietary tools to manage customer interactions and sales pipelines.
Teleperformance
Trained agents on insurance policies, claim processing, and pharmacy protocols., Responded to escalated inbound customer issues, often turning service challenges into retention wins.
