Hugo Gonzalez
Katy,TX
Summary
Performance-oriented and dedicated to maintaining agility, responsiveness and efficiency of Call Center operations. Successful history bringing in top-notch staff, improving operational strategies and boosting team performance. Articulate and encouraging leader with decisive nature and forward-thinking approach.
Overview
11
11
years of professional experience
1
1
Certification
Work History
Sales Manager
Assurance IQ
06.2021 - Current
- Increased sales revenue by developing and implementing effective sales strategies.
- Built long-lasting client relationships through excellent customer service and consistent followups.
- Led a successful sales team by providing motivational coaching and performance-based incentives.
- Streamlined sales processes for improved efficiency, resulting in higher conversion rates.
- Organized regular sales meetings to review progress, share best practices, and set achievable targets for continued success.
- Maintained ethical and positive working environment to reduce turnover and promote high retention rates.
- Enhanced profitability by developing pipelines utilizing marketing and sales strategies.
Operations Manager
Concentrix
07.2018 - 06.2021
- Set, enforced and optimized internal policies to maintain efficiency and responsiveness to demands.
- Managed Licensed Medicare sales team of one hundred eighty agents for AEP.
- Established and oversaw performance targets for call center associates.
- Increased efficiency and productivity through effective coaching and development.
- Collaborated with training team to ensure agents were licensed and certified for AEP.
- Determined quality assurance benchmarks and set standards for improvement.
- Oversaw employee performance to foster accurate prioritization and achievement of sales and productivity goals.
- Assessed personnel performance and implemented incentives and team-building events to boost morale.
Team Leader
Convergys Corporation
06.2016 - 08.2018
- Implemented new working processes that delivered continued improvements.
- Provided constructive criticism regarding quality assurance on collections team phone calls.
- Coached team members in customer service techniques, providing feedback and encouraging them to reach their highest sales potential.
- Assessed workloads to meet seasonal fluctuation needs.
- Established open and professional relationships with team members which helped resolve issues and conflicts quickly.
- Effectively managed a high-volume of inbound and outbound customer calls.
- Referred unresolved customer grievances to designated departments for further investigation.
- Mastery of sales management systems and databases.
- Managed customer calls effectively and efficiently in a complex, fast-paced and challenging call center environment.
- Prepared reports and communication for senior management and clients.
- Provided incentive to increase productivity by offering employees awards for best customer service and most sales.
- Oversaw call center employees to ensure customer satisfaction goals were consistently met.
- Conducted performance reviews for all Licensed Insurance Representatives to reduce resolution time and improve customer satisfaction rates.
- Analyzed call volume and average call time to monitor Licensed Insurance Representative performance and productivity.
- Met or exceeded service and quality standards every review period.
- Developed all process controls and metrics for daily management of the Call Center.
- Improved call center functionality and service capacity by resolving customer complaints efficiently and quickly.
Licensed Insurance Agent
Convergys
08.2013 - 02.2015
- Effectively managed a high-volume of inbound and outbound customer calls.
- Addressed and resolved customer product complaints empathetically and professionally.
- Gathered and verified all required customer information for tracking purposes.
- Mastery of customer service management systems and databases.
- Accurately documented, researched and resolved customer service issues.
- Evaluated consumer reports on a monthly basis.
- Identified chronic customer issues by creating and maintaining customer complaint log.
- Managed high call volume with tact and professionalism.
- Met or exceeded service and quality standards every review period.
- Recommended type and amount of coverage based on analysis of customers' circumstances using persuasive sales techniques.
Education
High School Diploma - undefined
Elkins High School
Houston, TX2005
Skills
- Adheres to customer service procedures
- Exceptional workflow management
- Creative problem solver
- Exceptional communication skills
- MS Windows proficient
- Strategic sales knowledge
- Team oversight
- Salesforce knowledge
- KPI Tracking
Certification
Licensed Health and Life Insurance Agent
License#: 1850831
Timeline
Sales Manager
Assurance IQ
06.2021 - Current
Operations Manager
Concentrix
07.2018 - 06.2021
Team Leader
Convergys Corporation
06.2016 - 08.2018
Licensed Insurance Agent
Convergys
08.2013 - 02.2015
High School Diploma - undefined
Elkins High School
Similar Profiles
Lynchie BotexLynchie Botex
Sales Supervisor at Assurance IQSales Supervisor at Assurance IQ
James HaJames Ha
Human Resources Specialist at Assurance IQHuman Resources Specialist at Assurance IQ
LaTesha GriffinLaTesha Griffin
Sales Customer Service Representative Team Lead at Assurance IQSales Customer Service Representative Team Lead at Assurance IQ
Maria MirandaMaria Miranda
Medicare Sales Agent at Assurance IQMedicare Sales Agent at Assurance IQ
Mandy EdwardsMandy Edwards
Instructional Coach at Morton Ranch Elementary (Katy ISD)Instructional Coach at Morton Ranch Elementary (Katy ISD)