Julita Mercado
Santa Monica,CA
Summary
Accomplished in strategic planning and execution, I boosted business operations and profits at Associated Dental Lab by enhancing customer satisfaction and fostering team collaboration. My adaptability and negotiation skills have consistently driven success, achieving significant sales goals and cultivating lasting relationships with key clients.
Overview
31
31
years of professional experience
Work History
Manager of Business Development and Sales
Associated Dental Lab
06.2023 - Current
- Enhanced customer satisfaction with efficient account management, timely follow-ups, and prompt resolution of issues.
- Achieved sales goals and service targets by cultivating and securing new customer relationships.
- Led team meetings focused on sharing best practices which contributed significantly to overall team success.
- Collaborated with sales, marketing and other internal teams to meet shared goals.
- Managed accounts to retain existing relationships and grow share of business.
- Maintained financial controls, planned business operations and control expenses while identifying and pursuing opportunities to grow business operations and boost profits.
Laboratory Supervisor
Burbank Dental Laboratory
06.2022 - 04.2023
- Reduced turnaround time for test results by optimizing workflows and laboratory procedures.
- Mentored junior staff members to foster professional growth, skill development, and career advancement opportunities within the organization.
- Maintained equipment and facilities in good working order.
- Facilitated troubleshooting efforts during unexpected challenges or crises while maintaining composure under pressure.
- Created quality control reports on monthly basis.
- Provided excellent customer service to clients by addressing inquiries promptly, providing accurate test results, and offering expert guidance on interpreting findings when necessary.
- Actively participated in industry conferences or workshops to stay current on trends, innovations, or best practices relevant to laboratory operations or management responsibilities.
- Investigated and resolved issues related to laboratory processes and procedures.
Customer Service Representative
CVS Pharmacy
02.2004 - 05.2022
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Contributed to sales growth by upselling products and services based on individual customer requirements.
Regional Sales Representative
Ecoline Industrial Supply
01.2003 - 01.2004
- Fulfilled customer queries over phone, in-person and through email to provide and maintain highest level of customer care.
- Provided exceptional customer service by addressing inquiries and resolving any issues promptly.
- Forged and nurtured impactful relationships with customers to cultivate loyalty.
- Maintained routine communication with clients to assess overall satisfaction, resolve complaints, and promote new offerings.
- Performed cold-calling and follow-ups with leads to secure new revenue.
- Set up appointments with potential and current customers to promote new products and services.
- Developed and implemented sales strategies to increase revenue.
- Networked at events and by phone to expand business profits and revenues.
- Assisted with development of long-term company strategies to increase profitability.
- Participated in industry trade shows to network with potential clients, staying informed on emerging trends within the marketplace environment.
- Set up calendar with customer birthdays and other special events for personal touch.
- Managed a diverse client portfolio, ensuring satisfaction and fostering long-term business relationships.
- Led educational training seminars and product demonstrations.
- Provided regular reports upper management regarding regional sales performance, market trends, and competitor activities to aid in informed decision-making processes.
- Selected correct products based on customer needs, product specifications and applicable regulations.
- Maintained current knowledge of evolving changes in marketplace.
- Attended monthly sales meetings and quarterly sales trainings.
- Trained new employees on customer service, money handling and organizing strategies.
- Monitored service after sale and implemented quick and effective problem resolutions.
Front Desk Agent Hotel
Forum , Hotel
06.1993 - 08.1997
- Collected room deposits, fees, and payments.
- Maintained accurate records of guest information, payments, and reservations using hotel management software systems.
- Provided exceptional service during high-volume periods or challenging situations, ensuring a seamless experience for all guests.
- Resolved guest issues promptly, resulting in positive feedback and return visits.
- Welcomed each new arrival pleasantly and confirmed reservations and identification.
- Took reservations over phone, in person, and via computer for guests and provided confirmation information.
- Utilized strong organizational skills to manage daily tasks efficiently while maintaining focus on delivering outstanding guest service experiences.
- Developed strong relationships with frequent guests for repeat business through personalized attention to their preferences.
- Handled incoming calls professionally, directing inquiries to appropriate personnel as needed.
- Increased customer loyalty with exceptional communication skills and personalized service.
- Answered customer telephone calls promptly and appropriately handled needs.
- Issued room keys to guests upon check-in and answered questions regarding proper use.
- Enforced policies and procedures to increase efficiency.
- Developed and maintained positive relationships with guests for satisfaction.
- Answered questions and addressed, resolved, or escalated issues to management personnel to satisfy customers.
- Answered multi-line phone system to respond to inquiries and transfer calls to correct departments and personnel.
- Greeted guests at front desk and engaged in pleasant conversations while managing check-in process.
- Coordinated group bookings successfully, handling all logistics from reservation confirmation to departure arrangements.
- Streamlined front desk operations for improved efficiency and faster service delivery.
- Demonstrated adaptability during unexpected challenges such as system outages or emergency situations while maintaining composure under pressure.
- Facilitated smooth guest experiences by coordinating with multiple departments across the property.
- Assisted guests in making informed decisions on local attractions, dining options, and transportation services.
- Greeted visitors and customers upon arrival, offered assistance, and answered questions to build rapport and retention.
Education
Associate of Science - Dental Technology
Pasadena City College
Pasadena, CA12.2021
No Degree - Computer And Information Sciences
Santa Monica College
Santa Monica, CA06.2004
Master of Arts - Art History, Criticism, And Conservation
University of Carol Wyszynski , Warsaw, Poland
Warsaw , Poland07.1999
Skills
time managing
negotiation
project managing
strategic planning and execution
problem solving
team collaboration
quality control
crisis managing
multitasking
decision making
communication
adaptability and flexibility
Languages
Polish
Native or Bilingual
Russian
Professional Working
Timeline
Manager of Business Development and Sales
Associated Dental Lab
06.2023 - Current
Laboratory Supervisor
Burbank Dental Laboratory
06.2022 - 04.2023
Customer Service Representative
CVS Pharmacy
02.2004 - 05.2022
Regional Sales Representative
Ecoline Industrial Supply
01.2003 - 01.2004
Front Desk Agent Hotel
Forum , Hotel
06.1993 - 08.1997
Associate of Science - Dental Technology
Pasadena City College
No Degree - Computer And Information Sciences
Santa Monica College
Master of Arts - Art History, Criticism, And Conservation
University of Carol Wyszynski , Warsaw, Poland
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