Juan Erazo
Paramount,CA
Summary
Sales professional with 20 years of customer service, sales, support and retention expertise. Self-motivated individual that consistently meets and exceeds sales goals. Maintains a high level of professionalism with peers and customers to promote loyalty to the brand and products. An ambitious, target-focused, and assertive sales manager with 10+ years of experience in problem-solving and strategic thinking to improve the sales approach. Seeks a role to develop promotions, oversee earning goals, through strategic planning, analysis, communication, and interpersonal skills.
Overview
19
19
years of professional experience
Work History
Retail Sales Manager
Charter Spectrum
Lakewood, CA
05.2022 - Current
- Facilitated high volumes of cash, credit, verifying cash drawer balance at end of each shift.
- Boosted sales performance by implementing effective visual merchandising and store layouts.
- Trained new sales associates on company policies, selling techniques, and customer service best practices to maximize their potential.
- Maintained company's visual merchandise standards through general housekeeping and planograms.
- Analyzed sales data and trends to identify areas for improvement in both individual and team performance, leading to increased revenue.
- Addressed customer complaints professionally and efficiently, resulting in satisfied customers who continued to patronize the store.
- Recruited, hired and trained associates to develop into productive team members with excellent product knowledge.
- Developed strong customer relationships through attentive service and expert product knowledge, resulting in repeat business.
- Managed inventory effectively to minimize stock shortages and ensure optimal levels of merchandise for maximum sales.
- Offered hands-on assistance to customers, assessing needs, and maintaining current knowledge of consumer preferences.
- Exceeded sales goals and accomplished business objectives by inspiring staff and promoting target products.
- Worked closely with upper management to develop short-term and long-term goals for the store, aligning objectives with the company''s mission and vision.
- Evaluated employee performance regularly, conducting annual reviews and providing constructive feedback to encourage growth and improvement.
- Coached sales associates in product specifications, sales incentives, and selling techniques, significantly increasing customer satisfaction ratings.
- Managed day-to-day staffing and handled scheduling for all store employees.
- Conducted regular staff meetings to discuss goals, progress toward targets, and areas needing improvement or focus for the entire team.
- Oversaw employee performance, corrected problems, and increased efficiency to maintain productivity targets.
- Managed store budget effectively, ensuring expenses stayed within predetermined limits while maintaining a high level of customer satisfaction.
- Collaborated with other department managers to create a cohesive in-store experience that maximized cross-selling opportunities between departments.
Retail Sales Associate
Charter Spectrum
Long Beach, CA
10.2019 - 05.2022
- Greeted customers and helped with product questions, selections, and purchases.
- Maintained a clean and organized store environment, enhancing the overall shopping experience for customers.
- Helped customers complete purchases, locate items, and join reward programs.
- Handled returns and exchanges professionally, resolving customer issues while adhering to company policies.
- Answered questions about store policies and addressed customer concerns.
Inbound Sales Agent
SPECTRUM
Culver City, CA
01.2019 - 09.2019
- Manage high volume inbound sales calls while ensuring maximum sensitivity and responsiveness to all customer inquiries
- Record all customer information accurately in the Avaya X system
- Maintain a high level of knowledge and understanding of services, equipment, packages, promotions, and special offers to educate new and current customers
- Discuss and encourage upgrade possibilities with customers to stimulate additional revenue
- Continuously exceed minimum requirements of 25 calls per day, 25 units per day, and 2 mobile devices per day
- Continuously exceed minimum 70% customer conversion rate
- Increase Monthly Recurring Revenue when core/mobile opportunities are not present.
Interim Supervisor
SPECTRUM
Culver City, CA
01.2018 - 01.2019
- Motivated and developed a team of 9 sales representatives to exceed sales expectations; ranked #2 sales team in the call center for several months
- Educated sales team on sales metrics, expectations, and accountability; improved sales conversion yield from 47% to 64%
- Live monitored sales calls and provided constructive feedback
- Identified opportunities of individual team members and formulated an improvement plan to meet and exceed goals
- Trained sales team by role-playing, sharing best sales practices, and utilizing S3 & Negotiations training
- Supported during escalated calls and coached sales representative with possible solutions to avoid escalation
- Provided bi-hourly team sales updates to sales management and sales director
- Produced and provided end of day report on a daily basis
- Monitored and submitted Kronos corrections in a timely manner to ensure no payroll issues were encountered
- Received formal supervisor team management training by sales facilitator.
Customer Solutions Representative
SPECTRUM
Culver City, CA
01.2008 - 01.2018
- Retained customers by communicating the value of the company's service, identifying customer needs, presenting value options, and successfully presenting solid knowledge of the company's products vs
- Competitor's products
- Discussed and encouraged upgrade possibilities with customers to stimulate additional revenue
- Displayed courtesy and strong interpersonal skills with all customer interactions
- Addressed and solved customer issues
- Provided billing and technical support.
Customer Service Representative
SPECTRUM
Culver City, CA
01.2006 - 01.2008
- Discussed and encouraged upgrade possibilities with customers to stimulate additional revenue
- Assisted with technical issues
- Provided customers with balances and billing information
- Collected payments
- Displayed courtesy and strong interpersonal skills with all customer interactions
- Entered repair orders.
Education
High School Diploma -
Paramount High School
Paramount, CACourses on Business import/export -
Long Beach City College
Long Beach, CA01.2002
Skills
- Quality Customer Service
- Service Knowledge
- Leading & Developing
- Customer Retention
- Product knowledge
- Improvement Planning
- Technical Support
- Goal Oriented
- S3
Referencesavailable
True
Career Overview
SPECTRUM, Culver City, CA, 2006, Present, Inbound Sales Agent, 2019, Present, Manage high volume inbound sales calls while ensuring maximum sensitivity and responsiveness to all customer inquiries, Record all customer information accurately in the Avaya X system, Maintain a high level of knowledge and understanding of: services, equipment, packages, promotions and special offers to educate new and current customers, Discuss and encourage upgrade possibilities with customers to stimulate additional revenue, Continuously exceeds minimum requirement of 25 calls per day, 25 units per day (units: internet, home phone & television) and 2 mobile devices per day, Continuously exceed minimum 70% customer conversion rate, Increase Monthly Recurring Revenue when core/mobile opportunities are not present, Interim Supervisor, 2018, 2019, Motivated and developed a team of 9 sales representatives to exceed sales expectations; ranked #2 sales team in the call center for several months, Educated sales team on sales metrics, expectations and accountability; improved sales conversion yield from 47% to 64%, Live monitored sales calls and provided constructive feedback, Identified opportunities of individual team members and formulated an improvement plan to meet and exceed goals (Glide Path), Trained sales team by role playing, sharing best sales practices and utilizing S3 & Negotiations training, Supported during escalated calls and coached sales representative with possible solutions to avoid escalation, Provided bi-hourly team sales updates to sales management and sales director, Produced and provided end of day report on a daily basis, Monitored and submitted Kronos corrections in a timely manner to ensure no payroll issues were encountered, Received formal supervisor team management training by sales facilitator, Customer Solutions Representative, 2008, 2018, Retained customers by communicating the value of the company's service, identifying customer needs, presenting value options and successfully presenting solid knowledge of the company's products vs. competitor's products, Discussed and encouraged upgrade possibilities with customers to stimulate additional revenue, Displayed courtesy and strong interpersonal skills with all customer interactions, Addressed and solved customer issues, Provided billing and technical support, Customer Service Representative, 2006, 2008, Discussed and encouraged upgrade possibilities with customers to stimulate additional revenue, Assisted with technical issues, Provided customers with balances and billing information, Collected payments, Displayed courtesy and strong interpersonal skills with all customer interactions, Entered repair orders
Timeline
Retail Sales Manager
Charter Spectrum
05.2022 - Current
Retail Sales Associate
Charter Spectrum
10.2019 - 05.2022
Inbound Sales Agent
SPECTRUM
01.2019 - 09.2019
Interim Supervisor
SPECTRUM
01.2018 - 01.2019
Customer Solutions Representative
SPECTRUM
01.2008 - 01.2018
Customer Service Representative
SPECTRUM
01.2006 - 01.2008
High School Diploma -
Paramount High School
Courses on Business import/export -
Long Beach City College