JESSICA APONTE

Reviewed and validated data for call center manager and director of field sales, then aligned automation approach for current workflow supporting sales operations.

• Handled inbound and outbound call and text communications for a home improvement company
• Booked appointments to align sales partners with opportunities to achieve goals; assisted in business development
• Promoted to lead within one month of hire, acting manager within two months, and manager within four months of hire
• Created and rolled out training programs; standardized quality assurance processes to streamline team performance
• Expanded market share into Spanish-speaking markets, applying bilingual skills to grow the customer base
• Managed a team of 12 agents; led meetings and staff development
• Coordinated with sales reps and management to automate scheduling handoffs and ensure smooth, on-time appointments

• Delivered marketing and customer service support, addressing guest inquiries and enhancing VIP guest experiences
• Coordinated timeshare appointments, streamlining scheduling workflows to improve client engagement
• Utilized consultative, psychology-based techniques to encourage attendance at high-pressure sales meetings

• Operated daily operations for a million-dollar construction company.
• Managed daily office operations, ensuring efficiency and compliance with company policies.
• Coordinated scheduling for contractors and clients, streamlining communication processes.
• Implemented office procedures that enhanced workflow and improved team collaboration.

• Coordinated meetings, prepared expense reports, processed invoices, managed contract approvals and purchase orders, handled calendar management, and arranged travel accommodations for Analytics and Reporting department (team of 13)
• Managed communications with external vendors and internal business partners through e-mails and phone calls on behalf of the business
• Tracked open action items for timely resolution and proactively followed up to reach corporate objectives

• Provided administrative support to five managing directors for a firm managing $1 billion in assets
• Prepared and submitted 250 quarterly reports for high-net-worth individuals; performed mail merges; maintained and updated a central hedge fund spreadsheet with data from 21 different funds
• Reviewed and submitted Charles Schwab account paperwork, organized filing system for documents and bank statements, and responded to client requests
• Managed incoming calls promptly in a professional and courteous manner

• Responded to requests for product information, service assistance, and problem resolution while building and maintaining business relationships
• Efficiently and effectively managed queues as a member of the Firming Department
• Led the NY Sales Support Incremental Revenue Project
• Implemented and managed group contracts for corporate agency customers
• Trained new hires as necessary; participated in company and community events to further business relationships
• Increased promotional awareness of U.S. Helicopter services through creation of a promotional program and active promotion calls to top accounts
• Handled all requests for the Medical Missions for Children group, ensuring passengers were ticketed at authorized fare levels