Angelo Calderon

• Resolved escalated account issues, applying retention practices and service recovery techniques.
• Supervised customer service teams, reinforcing policy compliance and consistent service quality.
• Trained representatives on call handling, billing systems, and customer communication standards.
• Monitored queue performance, adjusting staffing and priorities to support service levels.
• Coached agents using quality feedback, improving accuracy and customer satisfaction.
• Coordinated cross-functional resolution for service outages, billing disputes, and technical escalations.
• Reviewed customer interactions, identifying process gaps and implementing workflow improvements.
• Documented cases in CRM systems, ensuring accurate records and timely follow-up.
• Managed escalated customer concerns effectively, resolving issues promptly and ensuring customer satisfaction.
• Promoted a positive work environment that encouraged teamwork and open communication among staff members.
• Facilitated productive team meetings focused on goal-setting, problem-solving, and celebrating successes together as a unit.
• Implemented regular performance reviews, fostering a culture of continuous improvement within the team.
• Enhanced communication between departments by streamlining processes and promoting collaboration.
• Led a team of customer service representatives to achieve higher service quality and faster response times.

• Stimulate market growth through coverage of independent c-stores, deli's, gourmet markets and independent grocery stores in assigned geography • Merchandising, growth and development of sections in 40 accounts (Supermarkets) • Manage territories within the NYM acting as the primary customer contact by executing market strategy, selling, and promoting a leading manufacturer of consumer goods • Achieved sales goals while building brand presence

Built retailer relationships to secure compliant execution of sales plans and promotional programs.

Managed territory coverage through consistent store visits, product placement checks, and issue resolution.

Collaborated with store managers to improve merchandising, displays, and shelf availability.

• Coordinated new customer training and orientations to meet customer needs and objectives.
• Traveled throughout assigned territory to visit current customers and prospect for new business.
• Finding, developing and closing new business within a defined geographic territory
  Execute an aggressive prospecting strategy (targeted cold calls, tele-prospecting, E-mail and social
  media)
  -Urgently approach all leads passed to you
  -Manage a calendar of prospect-facing sales meetings
  -Convert your short-term and long-term opportunity pipelines into new customer revenue
  -Effectively negotiate and close business
  -Ensure the successful installation of new accounts and the transition of these accounts to the service
  team - no account management or renewal activities are involved after an account has installed
  -Consistently meet and exceed sales quota goals