Jesús Chapa Contreras

• Company Overview: Heineken, Lego, GNC, KoF
• Assist company executives in identifying or evaluating potential obstacles or opportunities for improvement
• Develop action plans and specific process changes to enhance business profitability
• Support companies in hiring personnel by verifying general, functional, and technical competencies
• Strengthen and train the sales frontline to develop competitiveness across various channels
• Standardize sales force knowledge and skills for improved performance
• Execute institutional tools and exceed commercial goals
• Heineken, Lego, GNC, KoF

Key Skills:

• Sales Strategy Development & Execution
• Staff Training & Development
• Coaching & Mentorship
• Performance Improvement Programs
• Sales Forecasting & Target Setting
• Team Building & Leadership
• Communication & Presentation Skills
• Conflict Resolution & Problem Solving
• Employee Engagement & Retention
• Training Program Design & Delivery
• Market Analysis & Competitive Intelligence

• Lead and manage a team of call center agents, ensuring sales targets are consistently met or exceeded.
• Develop and implement effective sales strategies to drive increase in revenue and conversion rates.
• Monitor daily call center operations, ensuring a high level of customer satisfaction and efficiency.
• Provide ongoing coaching, training, and performance evaluations to enhance agent skills and productivity.

Mar 2012 - Apr 2015

• Lead and manage a team of call center agents, ensuring sales targets are consistently met or exceeded.
• Develop and implement effective sales strategies to drive increase in revenue and conversion rates.
• Monitor daily call center operations, ensuring a high level of customer satisfaction and efficiency.
• Provide ongoing coaching, training, and performance evaluations to enhance agent skills and productivity.
• Collaborate with cross-functional teams to ensure alignment between sales goals and overall business objectives.
• Drive a positive, goal-oriented team culture through motivation, recognition, and professional development.
• Implement and refine quality assurance processes to maintain high standards in customer interactions.
• Analyze sales performance data to identify opportunities for process improvements and training enhancements.

• Track and analyze key performance indicators (KPIs) such as call volume, conversion rates, and average handle time, using data to refine sales tactics.
• Conduct regular team meetings and training sessions to update agents on new products, services, and sales techniques.
• Oversee the scheduling and shift management of the call center team, ensuring optimal coverage and adherence to operational goals.
• Lead efforts to improve agent retention by identifying and addressing challenges, creating career development opportunities, and fostering a positive work environment.
• Act as a liaison between upper management and call center agents, effectively communicating organizational goals, updates, and expectations.
• Implement customer feedback loops to gather insights and continuously enhance the customer experience during sales interactions.
• Ensure adherence to compliance standards and industry regulations in all sales-related activities