Eleazar (Ele) Villegas

• Resolve escalated client issues in a timely and professional manner, maintaining strong customer satisfaction levels.
• Asked appropriate questions to identify prospects' needs and pinpoint solutions for best fit.
• Built and strengthened relationships with new and existing accounts to drive revenue growth.
• Identified client business needs by gaining understanding of goals, objectives and processes.
• Strengthened customer relationships with proactive and collaborative approach to managing needs.
• Met and exceeded service level goals by identifying and achieving standards and expectations.
• Delivered services to clients to secure additional business and grow revenue streams.
• 2024 KPIs - Retail value of shipments booked (3366 shipments) and invoiced - $1,697,096.81 (2nd out of 12 team members)

-Margin value of shipments booked(3366 shipments) and invoiced -$365,391.64 (2nd out of 12 team members)

- Over 4,600 cases in salesforce worked with a average 1st response time of 24 minutes and resolution time of 2 hours.

• Handled customer complaints and inquiries.
• Assisted with training and development of team members.
• Provided primary customer support to internal and external customers.
• Evaluated account and service histories to identify trends, using data to mitigate future issues.
• Monitored team performance, adhered to service level agreements (SLAs) and provided detailed job training.
• Managed team of 17 employees in warranty and repairs department.
• Developed and implemented department policies and procedures.
• Hired and trained new workers to improve efficiency of department and cultivate productive work atmosphere.
• Efficiently assisted service workers with problematic transactions to maintain customer satisfaction and quickly rectify issues.
• Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags.
• Developed documentation and logs of implemented solutions and generated and submitted reports.
• Assumed ownership over team productivity and managed work flow to meet or exceed quality service goals.