Mack Gonzalez Perez
Erlanger,KY
Summary
Sales and customer service professional with expertise in communication and negotiation. Dedicated to delivering exceptional customer service and driving customer loyalty, retention, and revenue through innovative solutions. Skilled in interacting with staff at all levels and the public, with a talent for training, managing, coaching, and mentoring sales and customer service associates.
Overview
8
8
years of professional experience
Work History
Advertising Sales Director
Strategic Value Publishing
04.2024 - Current
- Increased advertising revenue by developing and implementing strategic sales plans tailored to client needs.
- Negotiated favorable contract terms with clients, balancing their needs with company profit margins.
- Analyzed market trends, clientele activities, and projects to identify new business opportunities and adjust sales tactics.
- Utilized company-specific CRM software in order to track sales performance and manage client relationships.
- Engaged in sales performance reports with senior management to provide insights and recommendations for continuous improvement.
- First week sales exceeding $9,000 USD with two subsequent weeks exceeding $10,000 USD and $14,500 USD respectively.
Operations specialist
OTC industrial
11.2023 - 04.2024
- Managed and supported a team of 10, serving as the primary contact for operations-related issues
- Efficiently handled vendor and customer accounts, ensuring smooth business operations
- Oversaw the creation and maintenance of purchase orders, enhancing operational efficiency
- Regularly updated inventory, ensuring accurate stock levels for effective supply chain management
- Utilized Web ui, Dataserv, and FX platforms for invoice management and report generation
- Eager to learn and bring fresh ideas to the team, always meeting deadlines with quality work
- Streamlined team workflows, improving project delivery speed by 20%
- Cut operational costs by 15% through strategic vendor negotiations
- Implemented a new inventory system reducing errors by 25%
- Enhanced report accuracy by adopting advanced data analysis techniques
- Mentored 5 junior staff, boosting team efficiency and morale.
Logistics Account Executive
Total Quality Logistics Inc. (TQL)
06.2022 - 09.2023
- Amplified revenue by meticulously servicing existing accounts with an analytical focus
- Broadened business network and generated leads via strategic partnerships, exhibiting a visionary approach
- Optimized CRM software to track sales activities and customer interactions, demonstrating innovation and result-oriented mindset
- Promptly resolved issues and fostered strong relationships with challenging accounts, improving customer satisfaction and revenue prospects
- Negotiated and executed contracts effectively, displaying persuasive and authoritative skills
- Streamlined logistics processes, enhancing operational efficiency
- Pioneered innovative logistics solutions, setting industry benchmarks
- Mentored new team members, fostering a culture of growth and collaboration
- Introduced advanced analytics for better forecasting, reducing costs
- Conducted thorough market analysis to inform targeted strategies.
Account Associate
T-Mobile
01.2021 - 01.2022
- Managed customer inquiries and concerns, ensuring timely and effective resolutions
- Cultivated customer loyalty by identifying additional products and services to enhance account value
- Exhibited exceptional customer service skills, leveraging training tools and resources
- Completed training to enhance knowledge of company systems, values, and role-specific competencies
- Contributed to revenue growth by successfully collecting past-due balances
- Elevated customer loyalty by effectively managing accounts and resolving inquiries
- Ensured high service standards through meticulous adherence to training and resource materials
- Adopted new strategies for customer engagement, enhancing account value
- Identified optimal solutions for customer concerns, strengthening brand loyalty
- Completed rigorous training to master company processes and values, aiming for the Expert role.
Customer Service Representative
Teespring
01.2019 - 01.2021
- Managed customer inquiries with professionalism, ensuring high satisfaction rates
- Streamlined communication by promptly addressing customer calls, reducing wait times
- Enhanced customer database by updating account information consistently
- Implemented innovative strategies to resolve customer concerns, escalating major issues when necessary
- Contributed to company growth by responding to customer requests for products, services, and information
- Boosted customer satisfaction by implementing strategic solutions for concerns
- Ensured accurate customer records through diligent updates and tracking
- Introduced efficient case tracking system, enhancing service quality
- Provided empathetic customer support, fostering positive experiences
- Eagerly addressed customer needs, promoting a positive brand image.
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
- Managed high-volume customer inquiries with an upbeat demeanor, ensuring customer satisfaction and retention
- Promptly addressed account discrepancies, resolving customer concerns and fostering trust
- Efficiently documented customer interactions, problems, and solutions in sales system, enhancing data accuracy
- Proactively sought additional training to boost customer relationship management skills, contributing to team growth
- Stayed abreast of product updates through active participation in team meetings and training sessions, ensuring accurate information dissemination
- Boosted customer satisfaction by swiftly resolving issues and managing inquiries with expertise
- Maintained accurate records of customer interactions, ensuring follow-up and resolution
- Initiated extra training to improve CRM skills, enhancing overall service quality
- Actively contributed to team knowledge sharing, staying abreast of product changes
- Eagerly participated in team meetings, embracing new product updates to better serve customers.
Education
Associate of Arts - Business
Gateway Community And Technical College
Florence, KYHigh School Diploma -
Colonial High School
Orlando, FL06.2012
Skills
- 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
- Client acquisition
- Persuasive Selling
- Time Management
- Attention to Detail
- Problem-Solving
- Negotiation expertise
Personal Information
Title: Operations Specialist
Languages
English
Native or Bilingual
Spanish
Native or Bilingual
Timeline
Advertising Sales Director
Strategic Value Publishing
04.2024 - Current
Operations specialist
OTC industrial
11.2023 - 04.2024
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
High School Diploma -
Colonial High School
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