CARMEN M ATILES

• Developed a local and international distribution team to promote, educate and sale a line of natural supplement to comply with the company’s global vision.
• Conduct presentations, enrollments and training bringing to the company an expansion to ten cities and countries.
• Created an online training module to keep unity in the team, as well as, education and sales skills that resulted in over 70% overall retention.

• Handled in/outbound call center calls concerning plan activation, benefits, program eligibility and problem solving
• Managed approximately 30 incoming calls, emails and faxes per day from customers.'
• Heavy interaction with members to identify needs and inquiries concerning their membership, enrollment, cancellation, escalations and any other information requested by member.
• Served as a Liaison between members and plan providers, available services and enrollments.
• Maintained company standards, team and management relationships for a smooth and operation.
• Enhanced customer satisfaction by promptly addressing inquiries and resolving issues.

• Managed 80% of the call center small business campaigns such as American Express-Small Business and Citibank card benefits
• This included heavy interaction with Client, Call center standards, Scripting, QA, Customer service outcomes
• Trained new employees on customer service satisfaction, phone etiquette and sales strategies

Invested, planned, designed, managed and promoted a women’s boutique. Heavy interaction with clients which developed an exclusive clientele in the very first year of operation.

• Strengthened company reputation by consistently meeting or exceeding customer expectations in terms of quality products/services offered.
• Managed financial operations to ensure fiscal responsibility, including budgeting, forecasting, and financial reporting.
• Trained and motivated employees to perform daily business functions.
• Boosted 30% revenue by identifying new business opportunities and diversifying product marketing.