ESTEBAN Feliciano
West Hempstead,NY
Summary
Highly accomplished Sales Leader and Operations Manager with over 13 years of extensive experience in sales, account management, and leadership, including 10+ years in management and 5+ years in second-line management. Proven track record of attainment success in driving revenue growth and customer satisfaction across diverse sectors. Expert in leading and managing high-performing enterprise sales teams, developing and implementing strategic sales plans, and fostering long-term relationships with key enterprise clients. Adept at coaching, enabling, and mentoring selling professionals through value-driven and solution-oriented sales cycles. Skilled in leveraging data analysis to identify growth opportunities, optimize sales processes, and enhance customer impact. Committed to cultivating a culture of continuous improvement and cross-functional collaboration to unleash team potential and surpass revenue goals.
Overview
14
14
years of professional experience
Work History
Swimply Business Entrepreneur (Event Space Rental
Self-employeed
West Hempstead, NY
03.2024 - Current
- Successfully launched and managed an event space, increasing bookings by 30% within the first year through effective coordination of schedules and event preparations, demonstrating direct sales operations and client partnership.
- Delivered exceptional customer service, achieving a 25% increase in repeat business via referral programs and loyalty incentives, contributing to customer success.
- Developed and executed targeted marketing strategies using social media and promotions, resulting in a 40% growth in brand awareness and event bookings, directly impacting revenue growth.
Call Center Operations Manager
Con Edison
New York, NY
06.2022 - 03.2024
- Managed a team of 25+ agents, driving a 10% reduction in average call handling time and a 15% increase in customer satisfaction through continuous improvement initiatives.
- Leveraged data insights to refine operational strategies, improving first-call resolution rates by 15%, demonstrating ability to analyze sales data and drive improvement.
- Enhanced team performance and morale by organizing 15+ team-building events, resulting in a 30% increase in employee satisfaction, fostering a culture of high performance.
- Collaborated with cross-functional teams to streamline workflows, resulting in a 20% increase in operational efficiency, reflecting the "play as a team" value.
- Managed key client and stakeholder relationships, ensuring service-level agreements (SLAs) were consistently met and exceeded, transferable to fostering long-term relationships with key accounts.
Call Center Manager
Verizon
New York, NY
02.2019 - 05.2022
- Transformed underperforming retail location into a top performer, increasing sales by 150% within 6 months through strategic sales and marketing initiatives, demonstrating strong attainment success.
- Managed inventory and sales data to optimize product offerings, leading to a 25% increase in customer retention.
- Led a team of 15+ sales associates, providing coaching and training that resulted in a 30% improvement in employee engagement, showcasing direct mentorship experience.
- Developed and implemented sales strategies based on customer feedback and competitive analysis, boosting profitability and store performance.
Retail Store Manager
T-Mobile Wireless Vision
Bronx, NY
06.2015 - 02.2019
- Transformed underperforming retail location into a top performer, increasing sales by 150% within 6 months through strategic sales and marketing initiatives, demonstrating strong attainment success.
- Managed inventory and sales data to optimize product offerings, leading to a 25% increase in customer retention.
- Led a team of 15+ sales associates, providing coaching and training that resulted in a 30% improvement in employee engagement, showcasing direct mentorship experience.
- Developed and implemented sales strategies based on customer feedback and competitive analysis, boosting profitability and store performance.
Retail Store Manager
AT&T Mobility
New York, NY
03.2011 - 06.2015
- Directed daily operations for a high-traffic retail location, managing a team of 20 employees to achieve a 10% year-over-year reduction in expenses while increasing sales revenue by 20%.
- Utilized performance data to adjust sales strategies, resulting in a 30% increase in foot traffic and a boost in product visibility.
- Managed a unionized workforce, ensuring full compliance with company policies and maintaining a 100% adherence rate during audits.
- Led training and development initiatives that resulted in a 15% increase in team productivity and operational efficiency.
Education
Associate of Science - Business Administration
ASA College
Brooklyn, NYSkills
- Sales leadership and account management
- Team management and development
- Enterprise customer acquisition
- Coaching and mentorship
- Strategic sales planning
- Data-driven decision making
- Cross-functional collaboration
- Process optimization
- Client relationship management
Timeline
Swimply Business Entrepreneur (Event Space Rental
Self-employeed
03.2024 - Current
Call Center Operations Manager
Con Edison
06.2022 - 03.2024
Call Center Manager
Verizon
02.2019 - 05.2022
Retail Store Manager
T-Mobile Wireless Vision
06.2015 - 02.2019
Retail Store Manager
AT&T Mobility
03.2011 - 06.2015
Associate of Science - Business Administration
ASA College
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