Ricardo Herrera

• Maintained updated knowledge of changing industry, standards and trends related to accounts.
• Utilized CRM to collect, organize and manage sales data and customer information.
• Used consultative sales strategies to effectively overcome client objections and maximize sales activity.
• Collaborated with key decision makers to identify opportunities and develop ideas to deliver sales results.
• Prepared sales presentations or proposals to explain product specifications or applications.
• Resolved customer complaints by offering creative solutions and incentives.

Establishing team goals and work with direct reports on strategies for executing, measuring progress, increasing operational efficiency, and sharing results

Leading a high-performing team through an exciting transition to build problem solving, critical thinking, analytical and technical capabilities which will enable the department to develop deeper, more calculable solutions Identifying actionable insights, suggest recommendations, and influence team strategy through effective communication

Restructured the transportation network for the Louisiana contract and managed operations to fulfill the jump start of the revamped program while at the same time keeping a budget efficient network.

Recruited and incorporated several new transportation providers to seamlessly join and operate the contract in place

Provided support to the Transportation handling supervisor calls when needed as well as on phone support when call queue was high.

Assisted Team with process questions and problem solving when encountering complications with ether the transportation provider or the member.

Maintained records and stats to assist management on keeping track of agent growth and improvement. Performed other basic duties within the department to facilitate the work flow.

Everyday duties include Answering calls, handling a high volume of calls ranging from 80-100+calls a day, dealing with disgruntled clients, Reading thoroughly and understanding the case at the same time keeping an eye for any errors or mistakes that could have lead to a dissatisfactory outcome of the case, Provide the client with a breakdown of income calculation for qualification.

Constantly working with Spanish speaking clients.

Multitasking with multiple databases to deliver resolutions from cases/ Oracle, lotus notes and java based operating systems

Performed initial assembly of Pro Style Go-karts and contributed to the assembly of the blueprinted track for opening.

Monitored shop equipment to maintain safe working condition.

Assessed vehicles or machinery to accurately diagnose and repair issues.

Examined loose bolts and specified safety devices on vehicles and made adjustments.

Connected electrical wiring to control panels and electric motors.

Leveraged diagnostic tools and equipment to identify vehicle issues.

started the customer assistance field, helping customers with their basic needs, questions about owner's manuals, finding local dealers, helping with service bulletins, recalls, and answering basic questions about repairs that had been previously recorded in the vehicle service records.

Moved up to the district specialist level, working directly with dealers, their service writers and service managers, looking for loyalty customers to perform good will repairs on issues outside of warranty or known issues that required special attention. Worked one on one with the assigned Field Operation Manager (FOM) to build good will cases and manage the dealer's budget on owner loyalty repairs.

Completed my stay with GM with their (PAR) Product allegation department. Everyday tasks included vehicle inspections for issues the client claimed were factory defects that caused injury or property damage, anything ranging from a faulty break line to airbags not deploying when in an accident, after initial inspection was completed, a repair estimate was generated. Upon finding results of the investigation one was to ether perform repairs, repurchase the vehicle or decline claim .

Crisis intervention was often necessary when receiving contact from highly emotional callers. To handle calls appropriately developed an immediate rapport, applied listening skills, and track down resources that would help deal with their particular needs. As a result, the caller was immediately comforted and the agency experienced an increase in customer satisfaction.

Day-to-day duties included: answering calls; finding helpful resources; educating people on the positives of quitting smoking and what that would entail; data gather and record creation and scheduling.

Served our clients, who had exhausted their local known resources, by locating the contacts they needed for their specific dilemma. Performed research on other local programs, emailed health centers for options, found unlisted information, and essentially did what was necessary to find a solution. These actions not only allowed the customer the ability to deal with their critical issues, but solidified that we delivered the services promised to the community.

Often, while troubleshooting on calls regarding a specific product line, took the opportunity to suggest upgrades to their plan. Focused on expanding the range of their services as appropriate to their technical needs and made them aware of how these upgrades would benefit them. This action resulted in unforeseen revenue for the company.

§ Duties included: stocking and inventory organization; parts delivery, tracking of inventory; maintenance of parts factory warrantees records, and service floor upkeep.