Manuel Serrano
Valley Village,CA
Summary
Astute Call Center professional offering polished communication skills. Brings excellent organizational skills and talent for overcoming customer objections. Self-motivated and true team player.
Overview
15
15
years of professional experience
Work History
Inbound Call Agent
Foundation for California Community Colleges
06.2022 - Current
- Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
- Learned and maintained in-depth understanding of product and service information to offer knowledgeable and educated responses to diverse customer questions.
- Leveraged sales expertise to promote products and capitalize on upsell opportunities.
- Overcame objections using friendly, persuasive strategies.
- Made average of 45 outbound and inbound calls per day.
Lead Student Loan Enrollment Agent
Student Loan Doc
01.2018 - 04.2020
- Close leads with one call close
- Trained and coached new representatives regarding daily duties through shadowing, reverse shadowing and role-playing.
- Finalized sales and collected necessary deposits.
- Educated customers about product terminology, features, and benefits to improve sales and customer satisfaction.
- Asked fact-finding questions to determine customer needs and expectations and recommended specific products and solutions.
Branch Manager
Auto-Chlor Systems
01.2013 - 01.2014
- Responsible for sales, service, production of chemicals, rebuilding of equipment, and operations
- Negotiate lease and service contracts/pricing
- Manage and lead a team
- Exceed sales quotas
- Ensure compliance with regulations
- Schedule and monitor machine operations
- Manage purchasing and inventory control
- Develop budgets.
- Assessed employee performance and developed improvement plans.
- Met deadlines by proactively managing individual and team tasks and streamlining processes.
- Created strategies to develop and expand existing customer sales, resulting in increase in annual sales.
General Manager
Regus Business Solutions
01.2012 - 01.2013
- Responsible for sales, operations, and lead generation of a business center
- Manage a team
- Sell Regus products and services
- Maintain operational integrity
- Provide exceptional customer experience
- Increase sales and profitability.
Residents Manager
Archstone Studio City
01.2009 - 01.2012
- Oversee leasing and maintenance of buildings
- Manage vendors and contractors
- Streamline processes
- Implement sales strategies
- Mentor and develop staff
- Improve onsite operations
- Manage budgets
- Implement resident events and incentive programs.
Education
Bachelor of Arts - Sociology, Communications
University of California
Los Angeles, CA01.2003
Skills
- Budget (4 years)
- Leasing (3 years)
- Maintenance (5 years)
- Marketing (2 years)
- Operations (8 years)
- Zendesk
- Customer support
- Google Docs
- B2B Sales
- Microsoft Office Suite Proficiency
- Slack (2 years)
- Technical Support
- Complaint Resolution
- Salesforce CRM System Proficiency
Work Authorization
Authorized to work in the US for any employer
Personal Information
Willing To Relocate: Anywhere
Languages
Spanish
Native or Bilingual
Timeline
Inbound Call Agent
Foundation for California Community Colleges
06.2022 - Current
Lead Student Loan Enrollment Agent
Student Loan Doc
01.2018 - 04.2020
Branch Manager
Auto-Chlor Systems
01.2013 - 01.2014
General Manager
Regus Business Solutions
01.2012 - 01.2013
Residents Manager
Archstone Studio City
01.2009 - 01.2012
Bachelor of Arts - Sociology, Communications
University of California