Summary
Overview
Work History
Education
Skills
Timeline
Key Achievements
Generic

Sergio M. Haltenhof

Pembroke Pines

Summary

Customer service and sales leader with 12+ years of experience driving team performance, boosting customer satisfaction, and exceeding sales targets. Proven record in coaching high-performing teams, implementing process improvements, and delivering bilingual support (English/Spanish) in fast-paced environments.

Overview

12
12
years of professional experience

Work History

Mobile Expert/Key holder

T-Mobile USA
11.2014 - Current
  • Guide team for optimal performance, enhancing collaboration and customer satisfaction
  • Deliver exceptional service and tech support, elevating customer satisfaction levels
  • Ensure accurate sales transactions, maintaining seamless operational flow
  • Improve processes for enhanced customer experience and operational efficiency
  • Conduct regular inventory audits, ensuring stock accuracy and minimizing discrepancies
  • Trained and coached new hires on sales strategies, product knowledge, and customer engagement, resulting in faster onboarding and improved performance.
  • Consistently exceeded monthly sales targets, ranking in the top 10% of sales associates across the district.
  • Led daily team huddles to align goals, share best practices, and reinforce company initiatives.
  • Implemented upselling and cross-selling strategies that boosted accessory and service add-on sales by over X%.
  • Served as acting manager when needed, overseeing staff scheduling, daily store operations, and conflict resolution.
  • Recognized with multiple “Top Performer” awards for exceeding KPIs in sales and customer satisfaction.

Spanish Language Retention Agent

Comcast
04.2013 - 09.2014
  • Guided Spanish-speaking customers, enhancing service retention and satisfaction
  • Resolved complex issues, fostering customer loyalty and trust
  • Addressed billing inquiries, ensuring clarity and transparency
  • Promoted services, driving notable increases in customer engagement
  • Handled an average of 50+ customer retention calls per day, consistently meeting and exceeding retention quotas.
  • Collaborated with billing and technical departments to quickly resolve escalated issues, reducing repeat calls.
  • Achieved a 90%+ resolution rate for complex customer service inquiries in Spanish.
  • Developed strong relationships with customers, leading to improved trust and increased adoption of bundled services.
  • Recognized by management for strong customer empathy and ability to de-escalate high-stress situations.

Education

Associates Degree - Business Administration

Broward College
Pembroke Pines, FL
01.2017

Skills

  • Technical Skills: Microsoft Office, Google Suite, Workforce Management
  • Sales & Service: Customer Retention, Upselling, Customer Experience Optimization
  • Leadership & Soft Skills: Team Coaching, Problem solving, Communication, Multitasking
  • Bilingual (English/Spanish)

Timeline

Mobile Expert/Key holder

T-Mobile USA
11.2014 - Current

Spanish Language Retention Agent

Comcast
04.2013 - 09.2014

Associates Degree - Business Administration

Broward College

Key Achievements

  • Increased sales conversion rates by X% through team coaching and personalized training initiatives.
  • Improved customer retention by Y% by implementing proactive issue resolution strategies.
  • Reduced inventory discrepancies by X% through rigorous auditing and process improvements.
  • Recognized as top performer multiple times for exceeding sales and customer satisfaction metrics.

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