Brandon Ricardo Hill Pineda

General Manager

• Directed daily operations and long-term strategy, contributing to sustained year-over-year revenue and operational growth.
• Developed and managed annual budgets, forecasts, and expense controls to align spending with business objectives.
• Led recruitment, training, performance evaluations, and scheduling for cross-functional teams.
• Negotiated contracts with vendors and service providers, reducing costs while maintaining service quality.
• Identified and executed operational improvements that increased efficiency, accountability, and team performance.

Cold Caller Manager

• Managed a team of cold callers responsible for outbound lead generation and appointment setting.
• Designed and refined call scripts, training materials, and quality control processes to improve contact and conversion rates.
• Tracked and analyzed performance metrics such as calls per day, lead quality, and conversion ratios.
• Coached underperforming team members while developing top performers through ongoing training and feedback.
• Ensured accurate lead qualification, data entry, and CRM usage to support sales and acquisitions teams.

Lead Manager

• Managed the intake, organization, and distribution of inbound and outbound leads to ensure timely follow-up and accurate tracking.
• Qualified leads based on established criteria and routed them to the appropriate sales or acquisitions team members.
• Maintained CRM data integrity by updating contact records, notes, and lead statuses.
• Coordinated follow-up schedules to maximize contact rates and conversion opportunities.
• Communicated regularly with sales teams to ensure alignment and accountability.

Cold Caller

• Conducted high-volume outbound calls to introduce services, build rapport, and identify potential opportunities.
• Followed structured call scripts while adapting conversations to individual prospects.
• Collected and verified contact information and key details to support accurate lead qualification.
• Logged call outcomes, notes, and follow-up actions in the CRM.
• Maintained consistency and professionalism across all customer interactions

Virtual Receptionist – AnswerHero

• Handled inbound calls on behalf of multiple businesses, providing professional first-point-of-contact support.
• Answered inquiries, screened callers, and accurately relayed messages based on client-specific instructions.
• Scheduled appointments and routed calls to appropriate departments or contacts.
• Maintained detailed call notes and ensured accurate data entry within call management systems.
• Delivered consistent, courteous service while representing each client’s brand and standards.

Collections Agent – Western Dental (BPO: KM2)

• Contacted customers regarding delinquent dental accounts to secure payment arrangements and resolve outstanding balances.
• Explained billing statements, payment options, and account statuses in a clear and professional manner.
• Negotiated payment plans while maintaining compliance with company policies and regulatory guidelines.
• Documented all interactions accurately within account management systems.
• Maintained professionalism and empathy when handling sensitive financial conversations.

Cold Caller – Movoto (BPO: PartnerHero)

• Conducted outbound calls to homeowners and prospects on behalf of Movoto to identify interest and generate real estate leads.
• Followed approved call scripts and qualification guidelines to gather accurate information.
• Engaged prospects professionally, handled objections, and determined next steps.
• Documented call outcomes, lead details, and follow-up actions in the CRM.
• Maintained productivity and quality standards in a remote BPO environment.

Sales Agent – ReservationCounter (BPO: Allied Global)

• Handled inbound sales calls from customers seeking hotel and travel accommodations.
• Assisted customers with reservations, pricing, availability, and booking modifications.
• Applied upselling and cross-selling techniques to maximize booking value.
• Accurately entered reservations and customer details into booking systems.
• Maintained professionalism and service quality while meeting sales and compliance standards.

Customer Support Representative – SiriusXM (BPO: Stream)

• Provided customer support for satellite radio subscribers, handling billing inquiries, account updates, and service issues.
• Assisted customers with plan changes, troubleshooting, cancellations, and retention-related concerns.
• Delivered clear explanations of services, promotions, and policies to ensure customer understanding.
• Documented customer interactions accurately within CRM and support systems.
• Maintained professionalism and empathy while meeting quality and performance standards.

• Translator for doctors and patients
• Jornada Médica “Cambiando Vidas”