Travel
Hi, I’m
David Ramirez
Montrose,US
Summary
Highly qualified, dynamic, and well-accomplished professional with many years of experience in account management as well as sales and service functions. Possessing a broad-based background in business development, quality and analytic analysis, sales/customer acquisition, customer service, account/customer retention. Excels in customer-facing roles with both internal and external customers. Proficient in meeting goals, negotiation, building relationships, coaching, managing, and improving processes.
Team-oriented professional prepared to take on leadership responsibilities with focus on driving results and fostering collaboration. Proven success in managing teams, overseeing project execution, and adapting to dynamic work environments. Known for reliability, flexibility, and strong organizational skills, ensuring seamless team operations and achievement of goals.
Overview
15
years of professional experience
Work History
FareHarbor
TEAM LEAD - ACCOUNT MANAGER (SAAS)
07.2019 - 03.2025
Job overview
- Building relationships with new clients while ensuring comprehension and full utilization of our booking and reservation software as well as optimization suggestions regarding their dashboard, website, and social media with the goal of increasing revenue
- Maintain and nurture relationships with existing clients through proactive outreach regarding business improvement opportunities, issue resolution, and software or company update information
- Resolving customer issues quickly to recapture the customer's loyalty and maintain the relationship
- Engaging clients and building relationships to drive long-term sales and growth following strategic relationship management and building techniques
- Managing a portfolio of over 500 (as high as 800 at times) small business and mid-market accounts while exceeding all company KPI metric goals
- Consistently leading my team in KPI statistics
- Three of my small business accounts have moved from small business to enterprise-level, an accomplishment not matched at FareHarbor
- I was awarded a yearly company 'core value' award for 2020 for dedication and persistence in the face of difficulties
- Achieved in excess of 30% YOY portfolio growth
- I lead my team in call statistics by double
- Optimize client dashboards and digital presence to boost revenue
- Proactively identify business improvement opportunities, ensuring full software utilization
- As an employee of FareHarbor I update and build websites as well as update and build our software dashboards for activity tour operators within North America
- I work heavily with Google Analytics, and I utilize the SEMRush SEO program
- I also have experience with software such as Tableau – SalesForce – Close.io – ZenDesk and many more
- I also have experience with API connections such as Google – TripAdvisor – Get Your Guide as well as other affiliates, Google Ads, Facebook marketing and so much more
Group Voyagers Inc. – The Globus Family of Brands
SUPERVISOR OF CUSTOMER SERVICE – TRAVEL SALES AND SERVICE
12.2013 - 04.2019
Job overview
- Company Overview: The Globus Family of Brands is regarding high end vacation sales and service to the end user for the companies of Globus Tours, Cosmos Tours, and Avalon Waterways
- Supervised and guided a staff of 22 that included 17 customer service/sales agents, four help desk agents, and one guest resolution agent
- Managed a total department call volume in excess of 150,000 per year
- Investigated and resolved 100% of the company's direct customer escalations
- Trained, mentored, and coached my team to post a 56% increase in sales as-deposited passengers over a three-year period with one additional agent headcount
- Successfully managed a 31% increase in call volume while obtaining company record low error rates during the same three-year period
- Improved company policies and procedures that positively impacted the customer experience
- Interviewing, hiring, and training of new agents as well as providing constant and timely feedback via coaching and one on ones
- Payroll, time off request, scheduling, and ensuring proper phone coverage during peak time frames were all additional responsibilities
- I was hired into the outbound sales team making contact to prospective and existing customers in both written and verbal forms
- After my success in sales (in excess of $3 million in total revenue in my first year and $5 in my second) I was promoted to the help desk where I provide technical assistance to all internal and external customers
- After this, I was promoted to Supervisor of Customer Service
- The Globus Family of Brands is regarding high end vacation sales and service to the end user for the companies of Globus Tours, Cosmos Tours, and Avalon Waterways
LKQ Auto Parts
NATIONAL WARRANTY MANAGER
12.2009 - 11.2013
Job overview
- Originally hired as an inbound sales person for new and used auto parts
- Sold to local and national auto parts retailers and repair shops
- Worked with most auto insurance companies and insurance claims adjusters
- Promoted to National Warranty Manager where I assisted technicians and plant managers in each state throughout North America in the processing, researching, and approving or denying faulty part and labor cost claims
- I would facilitate the claim from start to finish
- Additional duties included training new employees
- As a trusted key holder I closed the plant on a daily basis
Education
The University of PhoenixTempe, AZ
MBA - MASTER OF BUSINESS ADMINISTRATION from CONCENTRATION IN MARKETING
11.2018
The University of PhoenixTempe, AZ
BACHELOR OF SCIENCE from CONCENTRATION IN THE SERVICE SECTOR
06.2016
The University of PhoenixTempe, AZ
ASSOCIATE OF ARTS from HOSPITALITY, TRAVEL & TOURISM
06.2013
Skills
- Account Relationship Development
- Sales
- Customer Service
- Analytic Analysis
- Customer Acquisition
- Customer Retention
- Relationship Building
- Coaching
- Process Improvement
- Communication
- Problem Solving
- Team Leadership
- Technology Proficiency
- Planning
- Organization
- Time Management
- Attention to detail
- Conflict resolution
- Customer focus
- Coaching and mentoring
Availability
See my work availability
Not Available
Available
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Work Preference
Work Type
Full TimeWork Location
RemoteImportant To Me
Company CultureWork from home optionCareer advancementInterests
Music
Business
Investments
Collectables
Software
SalesForce
CloseIO
Tableau
Google Analytics
Google Looker Studio
Google Docs
Mac and PC Experienced
SEMRush
Many Google Extensions
Timeline
TEAM LEAD - ACCOUNT MANAGER (SAAS)
FareHarbor
07.2019 - 03.2025
SUPERVISOR OF CUSTOMER SERVICE – TRAVEL SALES AND SERVICE
Group Voyagers Inc. – The Globus Family of Brands
12.2013 - 04.2019
NATIONAL WARRANTY MANAGER
LKQ Auto Parts
12.2009 - 11.2013
The University of Phoenix
BACHELOR OF SCIENCE from CONCENTRATION IN THE SERVICE SECTOR
The University of Phoenix
ASSOCIATE OF ARTS from HOSPITALITY, TRAVEL & TOURISM
The University of Phoenix
MBA - MASTER OF BUSINESS ADMINISTRATION from CONCENTRATION IN MARKETING
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