Mack Gonzalez Perez
Union,KY
Summary
Enthusiastic Sales and Customer Service professional with expertise in communication and negotiating. Driven to provide superior quality customer service. Innovative in leveraging extensive knowledge of products and services as well as creating solutions for customers to drive loyalty, retention and revenue. Highly adept at training, managing, coaching and mentoring sales and customer service associates with talent for interacting with staff at all levels of organization and public.
Overview
7
7
years of professional experience
Work History
Logistics Account Executive
Total Quality Logistics Inc. (TQL)
06.2022 - 09.2023
- Serviced existing accounts on regular basis to maximize revenue.
- Prospected new sales leads from directories, referrals and partners.
- Worked to develop network by identifying and pursuing new leads, attending industry events, and building rapport with clients.
- Researched potential clients and markets to prepare for appointments.
- Pursued existing and potential customers by phone, email and text message to generate leads and close sales.
- Interacted with problematic accounts, helping to build lasting rapport and boosting revenue opportunities.
- Prepared pricing agreements and contracts to close sales.
- Performed cold-calling and follow-ups with leads to secure new revenue.
- Promoted high level of customer satisfaction using strong relationship-building skills, consistent follow-up and prompt issue resolution.
- Proactively managed client correspondence and recorded tracking and communications.
- Used CRM software to record customer interactions and track general sales activities for review and follow-up.
Account Associate
T-Mobile
01.2021 - 01.2022
- Provide effective and timely resolution of various customer inquiries and concerns.
- Build customer loyalty and value through effective account management, identifying appropriate additional products, features, and services, and collecting past-due balances.
- Deliver exceptional customer service using resource documentation for reference and training tools provided.
- Complete training requirements to learn new skills and processes, grow knowledge of systems, and develop proficiency in company values, organizational requirements, and competencies needed for Expert role.
Customer Service Representative
Teespring
01.2019 - 01.2021
- Handled customer inquiries and suggestions courteously and professionally.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Updated account information to maintain customer records.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Responded to customer requests for products, services, and company information.
- Tracked customer service cases and updated service software with customer information.
Benefits Specialist (Temporary Role)
Catholic Health Initiatives
06.2018 - 01.2019
- Explained benefits to plan participants in easy to understand terms in order to educate each on available options.
- Resolved issues and inquiries from plan participants regarding health and welfare benefits and deductions through telephone, email, and in-person interactions.
- Observed strict procedures to maintain data and plan participant confidentiality.
- Checked employees' benefits enrollment for accuracy and inputted all data into system.
Higher Education Customer Service Agent
Cengage Learning
01.2017 - 05.2018
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Responded to customer calls and emails to answer questions about products and services.
- Addressed customer account discrepancies and concerns.
- Entered customer interaction details in sales system to track requests, document problems, and record solutions offered.
- Contacted customers to return routine and general calls promptly.
- Sought out extra training opportunities to enhance customer relationship management abilities.
- Participated in team meetings and training sessions to stay informed about product updates and changes.
Education
Associate of Arts - Business
Gateway Community And Technical College
Florence, KYSkills
- Customer Service Experience
- Import and Export Operations
- Workflow Processes
- Carrier Negotiations
- Fleet Dispatching
- Transportation and Logistics Coordination
- Critical Thinking
- International Shipments
- Shipment Coordination
- Verbal and Written Communication
- Strong Telephone Etiquette
Languages
English
Native or Bilingual
Spanish
Native or Bilingual
Timeline
Logistics Account Executive
Total Quality Logistics Inc. (TQL)
06.2022 - 09.2023
Account Associate
T-Mobile
01.2021 - 01.2022
Customer Service Representative
Teespring
01.2019 - 01.2021
Benefits Specialist (Temporary Role)
Catholic Health Initiatives
06.2018 - 01.2019
Higher Education Customer Service Agent
Cengage Learning
01.2017 - 05.2018
Associate of Arts - Business
Gateway Community And Technical College
Similar Profiles
Jelisa Blossom BrownJelisa Blossom Brown
Dispatcher at STG LogisticsDispatcher at STG Logistics
Jose I. MontesJose I. Montes
Operations Manager – Carrier Sales & Mexico Department at Total Quality Logistics (TQL)Operations Manager – Carrier Sales & Mexico Department at Total Quality Logistics (TQL)
Jaren StarksJaren Starks
Logistics Account Executive at Total Quality Logistics (TQL)Logistics Account Executive at Total Quality Logistics (TQL)
William LittletonWilliam Littleton
Development Engine Assembly Mechanic at General Electric AerospaceDevelopment Engine Assembly Mechanic at General Electric Aerospace
Jackson FordJackson Ford
College Financial Representative at Northwestern MutualCollege Financial Representative at Northwestern Mutual