Mauricio Lorenzo
Kissimmee,FL
Summary
Dynamic sales and customer service professional with a proven track record in effective communication and negotiation. Committed to delivering exceptional customer experiences by leveraging in-depth product knowledge and crafting tailored solutions that enhance loyalty, retention, and revenue growth. Skilled in training, managing, coaching, and mentoring teams while fostering a collaborative environment that encourages engagement at all organizational levels. Recognized for building strong relationships with staff and clients, driving success through a customer-centric approach.
Overview
6
6
years of professional experience
Work History
Customer Service Representative Team Lead
Barefoot Bridal
05.2024 - Current
- Developed customer service initiatives to improve performance and uplift satisfaction scores.
- Oversee day-to-day guest travel requests serving as main point of contact from booking through arrival while facilitating accommodations, transportation, and special arrangements.
- Primary escalation point and subject-matter expert for team members, providing guidance, problem-solving and executive-level decision-making support.
- Manage over 100 call, texts, and emails per day.
- Resolve client inquiries and issues through establishing clear communication via phone, text, and email, collaborating with suppliers and internal teams to maintain elevated service standards.
- Monitor customer service calls to verify representatives' adherence to service standards and best practices.
Sales Representative Team Leader
T-Mobile
11.2021 - 05.2024
- Increased store revenue by strategically planning store layout, executing sales techniques and partnering with the local university to host events promoting the company.
- Fostered lasting relationships with customers through effective communication and quick response, resulting in long-term loyalty and expanded client base.
- Surpassed the team's sales goals by 15% by fitting each customer to the appropriate plan and device based on their lifestyle.
- Fielded customer complaints and facilitated negotiations, resolving issues and reaching mutual conclusions.
- Maintained current knowledge of evolving changes in marketplace.
Licensed Insurance Agent
Everise
07.2020 - 11.2021
- Exceeded corporate quotas for monthly policy sales by recommending appropriate types and amounts of coverage based on analysis of customers' circumstances.
- Exceeded monthly sales goals by an average of 10% by upselling additional products and services after identifying customer needs and requirements.
- Performed needs analysis to obtain information required to make appropriate health insurance product recommendations.
- Enrolled eligible Medicare customers into health, prescription drug, vision and dental plans through effective needs analysis.
Education
Bachelor's Degree - Communications
Miami Dade College
Miami, FL05-2015
Skills
- Team-oriented housekeeping
- Team management
- Staff monitoring
- Complaint handling
- Call center experience
- CRM software
- Issue resolution
Languages
English
Native or Bilingual
Spanish
Native or Bilingual
Timeline
Customer Service Representative Team Lead
Barefoot Bridal
05.2024 - Current
Sales Representative Team Leader
T-Mobile
11.2021 - 05.2024
Licensed Insurance Agent
Everise
07.2020 - 11.2021
Bachelor's Degree - Communications
Miami Dade College
Interests
Art; music; electronics; exercise; sports; food; investing & family time.