Karen Hinostroza
Cherry Hill,NJ
Summary
Customer service and sales professional with over 3 years of experience in high-volume call centers. Achieved consistent Top 10% rankings as a top-performing agent, demonstrating strong upselling skills. Recognized for adaptability and professionalism while delivering exceptional customer experiences. Passionate about mentoring and training team members to enhance performance.
Overview
12
12
years of professional experience
Work History
Casino Sales & Support Specialist
Carnival Cruise Line
Cherry Hill, NJ
09.2023 - Current
- Consistently ranked in the Top 10% of agents for sales performance
- Top sales-volume agent within the team for multiple months
- Handle high-volume inbound calls while maintaining accuracy and professionalism
- Resolve escalated customer concerns efficiently, ensuring customer satisfaction and retention
- Demonstrate strong multitasking, attention to detail, and adaptability to new systems
- Maintain punctuality and strict schedule adherence in a performance-driven environment
Personal Vacation Planner
Carnival Cruise Line
Cherry Hill, NJ
07.2022 - 09.2023
- Built long-term client relationships to deliver exceptional vacation planning experiences
- Drove additional revenue by advising clients on eligible promotions and upgrades
- Managed high volumes of inbound and outbound calls
- Assisted customers with reservation changes, pricing improvements, and alternative solutions
- Resolved planning conflicts with a customer-first approach
- Maintained confidentiality while handling sensitive customer information
- Consistently met and adhered to monthly departmental goals
Area Sales Manager
MarketSource – Sony Mobile Communications
04.2019 - 10.2019
- Oversaw sales performance across primary and secondary territories
- Traveled daily to multiple retail locations to support and train partner sales teams
- Installed and maintained product displays, correcting merchandising issues
- Trained retail staff on Sony devices.
- Assisted Best Buy representatives with closing sales and live demonstrations
- Built strong partnerships with store leadership to meet sales objectives
Brand Ambassador
Bio-K Plus
Northeast, NJ
11.2017 - 04.2019
- Conducted in-store product demonstrations across multiple locations daily
- Increased product awareness and sales through customer engagement and education
- Coordinated demo scheduling, product orders, and promotional materials
- Submitted accurate demo activity reports within deadlines
- Maintained a professional, clean, and compliant demo environment
Retail Sales Store Manager
GNC
Clifton, NJ
10.2013 - 06.2015
- Directed daily store operations, optimizing staff scheduling and training initiatives.
- Achieved 25% sales increase within one year while sustaining a 55% profit margin.
- Established and tracked daily and weekly sales goals to enhance performance metrics.
- Oversaw inventory management, merchandising strategies, and loss prevention measures.
Education
Associate Degree - Engineering Science
Hudson County Community College
Jersey City, NJ01.2018
Skills
- Customer service and support
- Call center operations
- Sales and upselling
- Revenue growth strategies
- Conflict resolution
- Escalation management
- High-volume call handling
- Mentoring and training
- Microsoft Office skills
- Multitasking abilities
- Time management
- Phone etiquette
- Professional communication
- Bilingual proficiency
Additional Information
Fluent in Spanish, Spin the Wheel of Knowledge Program (Presenter), Mentors Program (New Hire Support & RDT Classes)
Personal Information
Green Card Holder: Authorized to work in the U.S.
Timeline
Casino Sales & Support Specialist
Carnival Cruise Line
09.2023 - Current
Personal Vacation Planner
Carnival Cruise Line
07.2022 - 09.2023
Area Sales Manager
MarketSource – Sony Mobile Communications
04.2019 - 10.2019
Brand Ambassador
Bio-K Plus
11.2017 - 04.2019
Retail Sales Store Manager
GNC
10.2013 - 06.2015
Associate Degree - Engineering Science
Hudson County Community College