Hector Garcia

• Lead and develop a high-performing U.S.-focused Inside Sales team.
• Drive revenue growth by leading successful deal closures, consistently meeting or exceeding revenue targets.
• Recruit, onboard, and train top talent to foster a culture of excellence
• Craft data-driven sales plans to align team goals with quarterly and annual targets.
• Utilize advanced sales enablement tools (e.g., Salesforce, Clari, Outreach) to coach team members on sales strategy, pipeline management, opportunity qualification, and career development.
• Collaborate with cross-functional teams (Finance, Deal Management, Sales Engineering) to streamline the sales process, shorten deal cycles, and ensure client satisfaction.
• Lead initiatives supporting sales leadership objectives, ensuring alignment with organizational goals and driving performance improvements.

Key Achievements

• Consistently ranked as a top-performing team, achieving:#2 Expansion Team ARR Attainment in Q1 FY24.#1 Expansion Team ARR Attainment in Q2 FY24.
• Dominated Professional Services sales, earning:#1 Professional Services Attainment in Q1, Q2, and Q3 FY24.
• Recognized for driving sales excellence and fostering a high-achievement culture.
• Implemented strategic coaching frameworks that improved individual representative performance and contributed to the team’s consistent quota attainment.

• Drove operations with top brands, signing 100+ accounts in under a year.

• Collaborated with stakeholders to shape vision and deliver results for Amazon's start-up. I negotiated agreements, managed account growth and retention over the customer life-cycle, and helped to generate ∼ $500,000 in new business in the SMB segment for the CR team

• In an emerging industry for Amazon, I dealt with ambiguity and convinced hundreds of brands to become early adopters of our service. Forged stakeholder relationships to drive growth and industry leadership.

• Led two Supervisors and 22 associates to achieve organizational goals.
• Motivated teams with recognition strategies, delegation, and development plans.
• Enhanced business processes through new systems implementation and monitoring.

• Managed and lead a top performing team of 20+ ERC DLS Contact Center Associates
• Wave 10 manager. Helped with ramp up process of organization in Costa Rica
• Assisted to drive various initiatives: HMD, Poll Rate Deep Dives, VoC Deep Dives
• Collaborated with multiple direct reports to help them get promoted to other positions with more responsibility such as: Case Managers & Trainer Assistants

• Managed dynamic operation of 20+ individuals including SMEs and sales reps
• Achieved 35% YoY sales growth through strategic client management.
• Prepared sales presentations for stakeholders showing success and credibility of printing imaging solutions by Lexmark
• Hired, coached, developed and motivated sales team members
• Created business plans to uncover new opportunities, and increase sales and profits in territories
• Communicated constantly with teams to inform them of daily tracking of sales, and important customer and product information
• Prepared performance forecasts and assigned tasks to ensure coverage.
• Evaluated customer slippage reports to determine on which customers to focus attention
• Created, Implemented and kept updated profiles on all accounts to anticipate where we can fulfill need in their respective business plans

• Accountable for performance and development of 5-8 Supervisors and 130+ sales agents
• I accomplished to hire personnel for deployment and ramp up of new program for Harry&David in Costa Rica, this includes agents, leads and supervisors
• Saved $2887 in 1st semester of 2018 by applying lean concepts to training department
• Came up with strong retention plan to keep low attrition % (motivation,bonus,schedules)
• Engaged with vendors with weekly meetings, daily performance presentations and consistent follow up on vendors concerns
• Managed to successfully end up in top 3 performance-wise among all client's vendors worldwide competing against vendors from El Salvador, Texas and Philippines
• Established relationships and touch points with stakeholders to promote retention

• I was accountable for performance and development of 3 Team Leads and 60+ Customer Care Specialists
• Took part as lead and mentor on revamp project for new line of business where I helped grew up new line of business from 0 to 350+ employees
• Applied Six Sigma to reduce compliance variation from 10% to 1.5%.
• Increased mail/back office productivity by 100%, going from 7.4 UPH to 15.6 UPH by applying Kaizen and Lean concepts saving close to $250K annualized
• Conducted performance reviews for associates and Team Leads
• Participated in various learning and educational opportunities to update and maintain job knowledge, including Kaizen and Six Sigma

• Led operation of 50+ employees and 4 Team Leads
• Handled onboarding, performance reviews, payroll, disciplinary actions, action plans, coaching and mentoring
• Planned, developed and implemented strategy for operational management and development to meet agreed vendor performance plans within agreed budgets
• Consistently met and exceeded daily sales and performance metrics
• Oversaw employee performance to foster accurate prioritization and achievement of sales and productivity goals
• Established and oversaw performance targets for call center associates
• Executed Monthly Performance Plans with representatives to identify production gaps and set course of action

• Supervised 20+ team of sales/upsells/renewals associates for Comcast/TimeWarner
• Achieved a 40% close rate and 60% yield with a top-performing team.
• I was in charge of the after hour sales operation (chat, voice and back office)
• Completed special projects by using effective decision making, critical thinking and time management skills: Sales increases, AHT decreases, QA scores increase and budge savings
• Identified, analyzed, planned and actioned on KPIs record milestones and status on a daily/weekly/monthly basis thru WBR/MBR and QBRs
• Increased revenue by +$30,000 per month by designing a “Credits” control calibration and follow up