Marielma Diaz

• Manage around 70 calls daily through active and empathetic communication in both English and Spanish.
• Educate clients about processes and procedures, assisting with awareness, navigation, and self-help tools.
• Delivered exceptional customer service to every customer by actively resolving problems with the most appropriate solutions, using plain language and extensive knowledge of products and services and creating welcoming, positive experiences.

USA WIRELESS acquired PT360 on Jan 2022.

• Successfully assisted in the opening and operation of AT&T-authorized retailers, ensuring corporate planogram compliance and effective inventory management.
• Performed a comprehensive analysis of location performance, identifying key trends and providing actionable reports to the District Manager.
• Develop leaders and their skill sets and provide growth opportunities through guidance and mentorship.
• Prepared and hosted team meetings and promotional events.
• Achieved and maintained top performance positions in Florida in all new stores, with over customer satisfaction and 110% sales goals reached in multiple locations.
• Played a key role in developing standards, guidelines, and educational materials to improve staff procedures and Implement an organizational culture that improves employee retention and satisfaction.
• Conducted regular store visits to ensure operational standards were met and maintained.
• Resolved customer escalations.

• Built the store's reputation through social media efforts.
• Assisted in opening of location and staffing, training, and performance evaluations, achieving over 100% store's sales goal by the 3rd month.
• Networked with vendors, business owners, and nearby communities to host events to increase sales and brand awareness.
• Drove positive changes within the organization by promoting innovation and streamlining processes for the team.

• Maintained a detailed knowledge of the products and services offered by At&t, efficiently answering customer inquiries and providing expert advice.
• Established a customer-first attitude to exceed satisfaction targets, resulting in customer satisfaction over 95% continuously.

• Used up-selling technique, and reached a 90% sales closing ratio
• Managed cash registers, ensuring accurate balance at close and open, and handled daily deposits
• Successfully trained 5 sales consultants on best sales practices and strategies.

• Expand customer base by 20% by identifying prospective customers through various channels, including client referrals and medical congresses
• Negotiate payment arrangements
• Delivery of compelling sales presentations leading to achieving and exceeding sales targets for the last quarters of 2017.