Carlo Herrick
Oldsmar
Summary
Highly ambitious professional with a strong background in sales and advertising. Demonstrated expertise in consistently meeting and exceeding clients\' needs, while ensuring the job is completed accurately and efficiently from the start. Committed to delivering exceptional results and providing top-notch service. Driven to achieve success in every endeavor.
Overview
12
12
years of professional experience
Work History
Bilingual Sales Coach
AFNI Inc, Progressive
08.2024 - 03.2025
- Achieved top performance by strategically adapting to rapidly changing, competitive environment.
- Encouraged the adoption of new sales techniques and technologies to help team members stay ahead in a competitive market.
- Championed a culture of openness, facilitating transparent communication channels between management levels and staff members.
- Increased sales performance by implementing tailored coaching strategies for individual team members.
- Provided constructive criticism in ways that empowered individuals rather than discouraging them from taking risks or pursuing challenging opportunities.
- Established clear expectations for performance standards while providing ongoing mentorship to help sales professionals exceed goals consistently.
Bilingual Customer Experience Specialist
Delta Air Lines, Inc
10.2022 - 06.2024
- Utilized telephone and email platforms to deliver outstanding customer service.
- Enhanced customer satisfaction by addressing and resolving issues in a timely manner.
- Built rapport with customers by consistently delivering excellent service, fostering long-term loyalty.
- Monitored customer feedback, identifying trends to improve product offerings and the overall customer experience.
- Worked closely with sales teams to provide seamless transition from pre-to post-sales support, enhancing the overall client journey.
- Addressed customer inquiries, concerns, and complaints by providing solutions and alternatives and followed up to confirm resolution.
- Participated in cross-functional teams to address complex problems, improving overall customer experience strategy.
- Utilized CRM software to track interactions with customers, ensuring accurate records for future reference or dispute resolution purposes.
Customer Service Representative/ Floor Support Supervisor
24-7 Intouch (First Alert)
03.2019 - 07.2021
- Managerial adjunct: Subject matter expert to answer questions from customer service representatives, clarifying policy and solving issues with escalated callers; training new employees to follow guidelines and deliver accurate information while maintaining soft skills, integrating a diverse workforce into the company culture, and monitor live performance metrics.
- Customer service representative providing product support, resolving order issues, troubleshoot technical problems, minimize credits and promote the brand.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
Customer Service Representative
24-7 Intouch (Direct Wines)
10.2018 - 03.2019
- Customer service representative taking wine orders, answering product and delivery questions, processing payment in Salesforce, and followed legal guidelines for the sale of alcohol.
- Responded to customer requests for products, services, and company information.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Customized support strategies for high-priority clients to ensure their specific needs were met.
- Enhanced customer loyalty by offering personalized solutions tailored to individual needs.
Research Interviewer
The Nielsen Company
08.2013 - 02.2018
- Spanish-English research interviewer, conducted media and consumer research through telephone interviews and surveys for the world’s foremost rating company while strictly following research policies set by regulatory agencies, strictly adhering to scientific research methodology, soliciting proper demographic representation and accurately entering data.
- Maintained confidentiality of customer information and company procedures.
- Conducted interviews with participants to assess eligibility.
- Coded data from participant interviews.
- Followed established guidelines and recommendations from supervisors to complete quality interviews.
- Exceeded expectations as a reliable team player, often taking on additional responsibilities or shifts when needed to ensure project success.
- Streamlined the interview process for increased efficiency and improved participant experience.
- Promoted a positive atmosphere among fellow researchers through professional collaboration and constructive feedback.
Education
High School Diploma -
East Lake High School
Tarpon Springs, FLBachelor - Business Administration
St. Petersburg College
Clearwater, FLBiology
Florida International University
Miami, FLSkills
- Skilled in fostering connections
- Collaborative team member
- Fluent in English, Spanish, and Portuguese
- Results-oriented professional
LANGUAGES
English
Spanish
Portuguese
Timeline
Bilingual Sales Coach
AFNI Inc, Progressive
08.2024 - 03.2025
Bilingual Customer Experience Specialist
Delta Air Lines, Inc
10.2022 - 06.2024
Customer Service Representative/ Floor Support Supervisor
24-7 Intouch (First Alert)
03.2019 - 07.2021
Customer Service Representative
24-7 Intouch (Direct Wines)
10.2018 - 03.2019
Research Interviewer
The Nielsen Company
08.2013 - 02.2018
Bachelor - Business Administration
St. Petersburg College
Biology
Florida International University
High School Diploma -
East Lake High School
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