MERCY AVILES CASTILLO
Woodhaven
Summary
Bilingual Customer Service Professional with over 10 years of experience in hospitality and client-facing roles, excelling in high-volume environments while resolving complex customer issues and maintaining exceptional satisfaction ratings. Recognized for professionalism and strong communication skills, with a proven ability to build lasting customer relationships. Expertise in leadership, conflict resolution, CRM systems, and data management enhances adaptability to evolving market demands and the capacity to exceed sales performance targets.
Overview
2026
2026
years of professional experience
Work History
Desk Manager
Kings Auto Group
2024 - Current
- Oversee desk operations supporting 8–12 sales consultants.
- Structure 60–90 retail finance deals monthly maximizing front- and back-end gross.
- Increased front-end gross profit by 18–25% through strategic structuring and lender negotiations.
- Partner with 15+ lending institutions improving approval rates and funding speed.
- Improved closing ratio from 22% to 30%+ through performance coaching systems.
- Developed high-performing sales staff increasing individual production by 20%+.
BDC Representative → Sales Consultant
Kings Auto Group
Brooklyn, NY
2017 - 2024
- Managed 150+ monthly inbound/outbound leads maintaining 40–50% appointment show ratio.
- Averaged 15–20 retail units monthly exceeding sales targets.
- Built strong repeat and referral-based customer portfolio.
- Utilized CRM software to track customer interactions and maintain accurate records.
Front Desk Agent
Crown Plaza Hotel
Queens, NY
2012 - 01.2016
- Delivered high-level customer service in fast-paced hospitality environments.
- Maintained strong guest satisfaction scores and operational accuracy.
- Developed conflict-resolution and communication skills transferable to sales leadership.
- Responded to guest inquiries, providing information about hotel services and local attractions efficiently.
- Processed payments and maintained accurate financial records in compliance with hotel policies.
Education
Associate of Science - Hospitality Business Management
Long Island Business Institute
Hospitality Business Management
UASD University
Skills
- Deal Structuring
- Lender Negotiation
- Sales Leadership
- Customer Retention
- CRM Systems
- Hospitality Service Excellence
- Bilingual: English & Spanish
- Contract negotiation
- Teamwork and collaboration
- Problem-solving
Timeline
Hospitality Business Management
UASD University
Desk Manager
Kings Auto Group
2024 - Current
BDC Representative → Sales Consultant
Kings Auto Group
2017 - 2024
Front Desk Agent
Crown Plaza Hotel
2012 - 01.2016
Associate of Science - Hospitality Business Management
Long Island Business Institute