FREDDY PEREZ
Summary
Case Manager with a strong background in consultative sales and customer communication. Demonstrates effective problem-solving skills while managing complex cases and fostering relationships that enhance customer satisfaction.
Overview
9
9
years of professional experience
1
1
Certification
Work History
Case Manager
Toyota Motor North America
Plano
01.2026 - Current
- Exercised business judgement and critical thinking to represent brand in decision-making and select optimal resolutions for guest concerns, ensuring alignment with company values.
- Assessed situations by gathering and reviewing case facts, negotiating courses of action to resolve guest concerns, and documenting activities in BEC Guest Engagement Platform (GEP) to ensure thorough case management.
- Collaborated with guests, dealership management, and regional offices to explore resolution avenues, significantly enhancing guest satisfaction and retention.
- Consulted with Legal, Customer Quality Services (CQS), technical support team, and dispute resolution to address case complexities and streamline resolution processes.
Resolution Specialist
Toyota Motor North America
Plano
04.2025 - 01.2026
- Managed complex escalated guest contacts, providing guidance to team members and supplier partners for effective resolution.
- Drafted correspondence to customers detailing resolutions to concerns.
- Acted as a subject matter expert for Mirai and BEV vehicle inquiries.
- Navigated processes for vehicle-related support inquiries, ensuring timely and accurate resolutions.
- Supported onboarding of new hires and pathway-to-proficiency team members, facilitating smoother transitions into roles.
Brand Engagement Advocate
Toyota Motor North America
Plano
05.2024 - 04.2025
- Resolved customer complaints efficiently to ensure satisfaction and loyalty.
- Answered customer inquiries with accurate product and service information, contributing to overall customer satisfaction.
- Assisted customers with inquiries via phone and email, enhancing their understanding of products and services.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
Sales Executive
Hilton Grand Vacations
03.2023 - 05.2024
- Drove sales of company products and services by meeting customers with a strategic approach.
- Developed strategies to expand customer sales through targeted initiatives.
- Fostered relationships with customers to expand customer base and retain business.
- Identified customer needs by asking questions and advising on best solutions.
- Coached new employees on best practices for closing deals quickly and efficiently.
- Maintained key relationships with consumers and businesses through effective communication and interpersonal skills.
- Greeted customers and answered inquiries regarding hotel services.
- Answered guest questions regarding local area, facilities and amenities.
- Entered work orders for housekeeping, pest control and maintenance issues.
Advanced Client Solutions Specialist
Bank of America
10.2022 - 03.2023
- Leveraged customer service and sales abilities to consistently meet performance goals.
- Guided customers on bank products, services, and financial planning strategies to enhance their financial well-being.
- Facilitated account openings and closings, loan applications, and financial decision-making for customers.
- Resolved problems or discrepancies concerning customers' accounts.
- Handled escalations with professionalism and expertise to address customer needs and uphold bank's reputation.
- Assisted customers by answering banking questions and recommending solutions.
- Helped customers understand and use mobile applications and online banking.
- Monitored changes in regulations affecting banks, and updated policies accordingly.
Sales Executive
Hyatt Vacation Club
01.2021 - 10.2022
- Executed the Consultative Sales Process when presenting to owners and guests, ensuring a personalized and engaging experience.
- Provide prospective owners and owners a sales gallery, property, and model tour specific to their sales distribution site.
- Answered owners' questions regarding property use and location amenities, providing tailored recommendations based on information gathered during discovery.
- Monitor contract processing to minimize rescission decisions, provide comprehensive owner assurance, and ensure timeliness of closings.
- Thoroughly review loan applications and financial documents with the customer, and ensure they are completed properly.
- Mentored Sales/Membership Executives, improving their sales techniques and contributing to overall team capability.
Marketing Executive
Hyatt Vacation Club
07.2017 - 03.2020
- Scheduled sales presentations and offered specially priced vacation packages to event attendees and off-site guests.
- Ensure that all guests who attend a sales presentation or purchase a vacation package meet eligibility requirements and are open to learning more about Hyatt Vacation Club products and services.
- Provide the highest level of service to exceed budgeted sales presentations, and volume production goals.
- Managed relationships with external advertising agencies and vendors to enhance marketing initiatives.
- Mentored and trained junior marketing staff, fostering skill development and expertise.
Education
High School Diploma -
Castle Park Senior High
San Diego, CA05-2015
Skills
- Client assessment
- Client advocacy
- Case documentation
- Case resolution
- Resource coordination
- Account management
- Customer service
- Problem solving
- Service enhancement
- Composed under pressure
Accomplishments
• Employee of the Month - 06/01/21, Hyatt Vacation Club
• Top Volume Executive - Q2-Q4 2023, Hyatt Vacation Club
• Top Volume Agent - Q2- Q4 2023, Hilton Vacation Club
• Promoted to Lexus Brand Engagement Advocate - 0/01/24, TMNA
• Promoted to Resolution Specialist - 04/01/25, TMNA
• Top Volume Executive - Q2-Q4 2023, Hyatt Vacation Club
• Top Volume Agent - Q2- Q4 2023, Hilton Vacation Club
• Promoted to Lexus Brand Engagement Advocate - 0/01/24, TMNA
• Promoted to Resolution Specialist - 04/01/25, TMNA
Languages
Spanish
Professional
Certification
Real estate License - Texas Real Estate Commission
Timeline
Case Manager
Toyota Motor North America
01.2026 - Current
Resolution Specialist
Toyota Motor North America
04.2025 - 01.2026
Brand Engagement Advocate
Toyota Motor North America
05.2024 - 04.2025
Sales Executive
Hilton Grand Vacations
03.2023 - 05.2024
Advanced Client Solutions Specialist
Bank of America
10.2022 - 03.2023
Sales Executive
Hyatt Vacation Club
01.2021 - 10.2022
Marketing Executive
Hyatt Vacation Club
07.2017 - 03.2020
High School Diploma -
Castle Park Senior High