Lesley Casillas
Phoenix,Az
Overview
8
8
years of professional experience
Work History
Interim Sales Chat Supervisor
Cox Communications
Phoenix, Arizona
02.2026 - Current
- Drive sales performance across a chat‑based inbound sales team, with a primary focus on mobile, internet, and bundled product penetration
- Conduct regular 1:1 coachings, side‑by‑sides, and performance reviews to reinforce sales behaviors and improve conversion rates
- Monitor agent metrics and chat quality to identify performance gaps and implement targeted coaching action plans
- Support team achievement of revenue, mobile attach rate, and quality goals through real‑time guidance and feedback
- Collaborate with leadership to reinforce sales strategies, compliance standards, and customer experience expectations
Sales Chat Associate
Cox Communications
01.2025 - Current
- Efficiently addressed and resolved a high volume of customer inquiries via chat, demonstrating communication and problem-solving skills applicable to fast-paced environments.
- Played a key role in maintaining a positive and engaging online sales environment through effective communication and rapport-building, enhancing overall customer satisfaction.
- Proactively engaged customers in chat conversations to identify upselling and cross-selling opportunities, contributing to revenue growth and enhanced customer relationships.
- Demonstrated exceptional multitasking abilities by simultaneously managing multiple chat conversations while maintaining a high level of accuracy and professionalism.
- Adapted quickly to changing product information and promotional offers, ensuring customers received accurate and up-to-date information during chat interactions.
- Consistently met and exceeded performance metrics in a chat-based sales role, demonstrating a strong commitment to achieving and surpassing goals.
Inbound sales representative
Cox Communications
Phoenix, Az
10.2023 - 01.2024
- Built trust and loyalty by maintaining professionalism while engaging customers.
- Placed orders and answered customer questions via phone.
- Improved overall customer experience to promote consistent revenue.
- Developed customized sales techniques to successfully sell and upsell new and existing customers.
- Displayed strong telephone etiquette, effectively handling challenging calls.
- Delivered high-quality customer service through a deep commitment to knowledge and performance.
- Awarded Best of the Best in Feb 2024 for outstanding sales and performance.
Sales Operations Manager
AT&T
Phoenix
05.2022 - 08.2023
- Revised store inventory counts for multiple locations, ensuring accuracy and following up with locations regarding any variances.
- Tracked down unreceived inventory from locations to avoid company loss.
- Performed store and merchandising audits and ordered merchandise and inventory for locations.
- Assisted with training completions each quarter and met shrink and merchandising quotas.
RSM
AT&T
Phoenix
06.2021 - 05.2022
- Responsible for full store operations including opening, closing, staffing, service levels, cash, and inventory.
- Managed a team of professionals.
- Resolved service and billing problems for customers to prevent any disruption or disconnection to their accounts.
- Assisted and supported representatives in all aspects of sales and customer service as required.
- Worked effectively in a heavily cross-functional, fast-paced environment.
ASM
AT&T
Gilbert, Az
10.2020 - 06.2021
- Assisted in recruiting, hiring, training, and coaching to develop top-performing employees.
- Applied knowledge of Retail KPIs to make commercial decisions that drive the achievement of established sales targets.
- Provided continuous feedback and coaching to improve individual and store performance.
- Performed daily store operations and responsibilities in the absence of the Store Manager.
Sales Representative
Cox Communications
Phoenix
02.2018 - 06.2020
- Responsible for identifying and closing new opportunities, educating customers on new packages and promotions, and resolving customer disputes.
- Developed and maintained client relationships, answered customer inquiries, and exceeded the company's sales quota.
- Increased revenue by up-selling additional services to existing and new customers.
- Achieve monthly key performances, metrics, in person/call and call quality through utilization of sales skills.
Education
Highschool Diploma -
Carlhayden Highschool
Skills
- Creativity
- Team Leadership
- Dependability
- Communication
- Critical Thinking
- Adaptability
- Problem Solving
- Inventory & Supply management
- Data Entry & processing
- Organization
- Attention to detail
- Business Development
- Scheduling
- Multitasking
- Computer literacy
- Product knowledge
- Goal setting & forecasting
- Client acquisition
Languages
Spanish, Fluent
English, fluent
Timeline
Interim Sales Chat Supervisor
Cox Communications
02.2026 - Current
Sales Chat Associate
Cox Communications
01.2025 - Current
Inbound sales representative
Cox Communications
10.2023 - 01.2024
Sales Operations Manager
AT&T
05.2022 - 08.2023
RSM
AT&T
06.2021 - 05.2022
ASM
AT&T
10.2020 - 06.2021
Sales Representative
Cox Communications
02.2018 - 06.2020
Highschool Diploma -
Carlhayden Highschool