Diego Chalarca

● Responsible for directing a profitable and efficient call center that delivered extraordinary results to clients while navigating complex industry regulations.

● Established data-driven decision-making processes and implemented best practices in analytics to optimize performance across the organization.

● Successfully managed budgets and allocated resources to maximize productivity and profitability.

● Oversaw performance of outbound and inbound calling campaigns and ensured we stayed on track to reach sales and productivity goals.

● Led cross-functional team initiatives for process improvements, contributing to increased operations productivity and effectiveness.

● Mentored junior managers in leadership and analytical skills, promoting a culture of performance and collaboration within the organization.

● Developed high-performing sales teams through comprehensive training programs and regular performance evaluations.

● Leveraged call center analytics to identify trends and areas of opportunity, continuously refining sales strategies to capitalize on these insights.

● Reduced employee turnover by fostering a positive work environment and offering career advancement opportunities.

● Developed training programs to enhance agents' skill sets and improve performance metrics.

● Designed customized performance evaluations for individual sales agents to highlight strengths and areas for improvement.

● Enhanced team performance with consistent coaching, feedback, and development
opportunities.

● Fast-paced and high-volume cold-calling. Over 300+ daily connections.

● Utilized persuasive communication skills to engage consumers, overcome objections, and exceed daily goals.

● Contributed to a positive work environment through active participation in team meetings, brainstorming sessions, and motivational activities.

● Managed the reservations cycle with customers and converted them into paid bookings.

● Created and implemented sales processes to convert high-value reservations, allowing the company to increase revenue and diminish cancellation rates.

● Engaged in over 500 monthly conversations with a delicate dance of control, commitment, pricing, and consultative approach while genuinely caring for the customers.

● Implemented effective sales strategies to expand market share within the assigned territory.

● Conducted product demonstrations to close new business.

● Increased sales revenue by identifying and pursuing new business opportunities.

● Trained junior Account Managers.

● Worked in a high-volume, competitive sales environment.

● Used telephone acquisition to do proper needs analysis, connected the prospects' needs with the product's features and benefits in an online demo, handled objections, and finally signed new clients and exceeded sales quota.

● Opened new key markets and managed complex sales cycles.