Santiago Vega-Castro
Salt Lake City,UT
Summary
Highly driven and resilient outdoor industry professional with background in Customer service and Key account management. Achievements include driving client satisfaction and loyalty through tailored and personal communication. Known for exceptional teamwork and adaptability in dynamic environments with proven skills in relationship management, strategic planning and customer relations. Passionate for training, educating and implementing new ideas and fostering a welcoming working environment.
Highly experienced and connected in the outdoor industry and known for being a gear geek.
Overview
6
6
years of professional experience
Work History
Key Accounts Manager, EDI and Moto Supervisor
SCOTT USA
08.2025 - Current
- Established and kept strong relationships with key accounts by consistently exceeding their expectations in quality and service delivery with regular communication and effective problem solving ultimately driving business growth
- Delivered exceptional customer service by resolving client concerns quickly and efficiently.
- Analyzed sales and customer data to identify trends and opportunities for increased profitability.
- Coordinated with internal teams to ensure timely delivery of products and services, meeting client expectations.
- Developed and delivered presentations to key customers to position products and services.
Mountain Guide
Inspired Summit Adventures
08.2019 - Current
- Safely guides individuals with varying levels of experience in the mountains.
- Creates meaningful and powerful outdoor experiences
- Helps individuals achieve their goals and objectives in the mountains while building up their confidence.
- Collaborated with clients to assess their abilities and tailor experiences that matched their skill levels.
- Served as an ambassador for the mountain guiding profession by representing the company at public events and trade shows, fostering awareness and appreciation for the industry.
Dealer and Customer Service Team Lead
SCOTT USA
12.2024 - 08.2025
- Led a team of customer and dealer service representatives, ensuring exceptional support and efficient resolution of inquiries.
- Trained new staff on product knowledge and internal protocols, enhancing team performance and customer satisfaction
- Helped create and implement new Standard Operating procedures (SOP's) and and internal knowledge base
- Helped integrate new tools and tactics to streamline internal processes and improve metrics
- Resolved escalated customer issues, demonstrating strong problem-solving skills and commitment to service excellence.
Dealer and Customer Service Representative
SCOTT USA
06.2024 - 12.2024
- Resolved dealer and customer inquiries and complaints efficiently, fostering strong relationships and ensuring repeat business.
- Managed a territory ensuring dealer's orders and questions were resolved and answered effectively
- Supported team leadership by training new representatives on company policies and customer service techniques.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
Store Manager
International Mountain Equipment Dba IME
06.2020 - 08.2023
- Managed daily operations to ensure smooth functioning of the store, maintaining a clean, safe environment for customers and employees.
- Managed inventory control, cash control, and store opening and closing procedures.
- Maintained proper product levels and inventory controls for merchandise and organized backroom to facilitate effective ordering and stock rotation.
- Hired and trained new employees
- Analyzed inventory usage and assessed trends to provide maximum coverage for each time period.
- Forecasted purchasing trends and improved merchandising strategies.
Education
Bachelor of Science - Health Promotion And Education
University of Utah
Salt Lake City, UT04-2020
Skills
- Client relationship building
- Key account management
- Customer service
- Problem resolution
- Attention to detail
- Coaching and mentoring
- Verbal and written communication
Languages
English
Native or Bilingual
Spanish
Native or Bilingual
German
Professional Working
Affiliations
- Wasatch Backcountry Alliance Board Member
Accomplishments
- Two-time winter Paralympian
- Accomplished backcountry ski guide
- Disability advocate community leader
Timeline
Key Accounts Manager, EDI and Moto Supervisor
SCOTT USA
08.2025 - Current
Dealer and Customer Service Team Lead
SCOTT USA
12.2024 - 08.2025
Dealer and Customer Service Representative
SCOTT USA
06.2024 - 12.2024
Store Manager
International Mountain Equipment Dba IME
06.2020 - 08.2023
Mountain Guide
Inspired Summit Adventures
08.2019 - Current
Bachelor of Science - Health Promotion And Education
University of Utah