Hi, I’m
Servando A. Dominguez
Los Angeles,CA
The mind is everything. What you think, you become.
Gautama Buddha
Summary
Successful Customer Service Director with extensive experience in managing operational customer service teams. Proficient with working knowledge of customer service software CRM's, databases and tools. Strong leader committed to motivating team members to deliver better results. A highly effective mentor driven to assess individual and group performance to implement improvements and set attainable long and short term goals.
Overview
13
years of professional experience
1
Certificate
1
Language
Work History
Spinatomy Discs Centers
Customer Service and Sales Director
01.2023 - Current
Job overview
- Implemented the standard usage of PDP's for all team members, and established a PIP plan for underperforming individuals.
- Fostered a culture of continuous improvement by regularly organizing workshops and skill-building sessions for employees at various levels of expertise.
- Increased sales revenue (10.2%) by developing and implementing effective customer satisfaction strategies.
- Prepare and lead sales meetings to motivate, encourage, and reaffirm our goals as individuals and collective.
- Facilitated communication between different departments, fostering a positive work environment.
- Created persuasive presentations of treatment options and benefits, with clear financial arrangements, enabling informed decisions about payment options and timelines.
- Implemented comprehensive forecasting methodologies to accurately predict future sales performance.
- Enhanced product knowledge within the sales team through continuous training and workshops.
- Collaborated with marketing to create and maximize targeted campaigns, driving patient engagement and sales growth.
- Maximized lead generation efforts through targeted prospecting campaigns in collaboration with marketing teams.
- Tracked service reports, to address concerns/issues promptly and proactively.
CertaPro Painters
Senior Lead Consultant
08.2019 - 12.2022
Job overview
- Increased residential sales by implementing strategic marketing plans and conducting market research.
- Proactively addressed potential roadblocks in the sales process to ensure timely transactions and high levels of client satisfaction.
- Lead and coached full cycle of client consultations, follow ups, addressing concerns, and gain their business.
- Project Management, required to communicate with superintendent to discuss clients unique needs and expectations to ensure a successful and profitable project.
- Business Development, identifying and creating relationships with past, current and potential clients to nurture an organic referral system.
- Enhanced customer satisfaction by providing personalized attention and addressing concerns promptly, regardless of how big or small the project is.
- Oversee customized and detailed proposals for customers based on their wants, and options for higher closing rate.
- Maintain documentation of current activities in CRM system.
- Prepare, present and discuss weekly analysis of sales data.
- Able to lead our team to surpassed the average sales success rate nationwide and created the highest profit margin in jobs with a 61% profit (average is 40-42%).
- Consistently met/and exceeded sales targets through diligent mentoring, and leading the prospecting and follow-up activities.
Anytime Fitness
Customer Service Manager
06.2016 - 02.2019
Job overview
- 50% Increase in sales of new customers after Implementing new procedures of how to contact leads, follow up, appointment confirmation, and sales presentation
- Organized regular sales meetings to review progress, share best practices, and set achievable targets for continued success.
- Provided ongoing training and mentorship for junior sales staff, fostering professional development and career growth.
- Implemented creative incentives for up-sales, referrals, and positive reviews online
- Maximized profitability by implementing a meticulous customer follow-up system that welcomed customers' issues to provide solutions and demonstrate our commitment to their satisfaction.
- Assisted in recruiting top talent for the sales team, contributing to a high-performing work environment.
- Managed key accounts with strategic planning and relationship building, resulting in increased customer loyalty and repeat business.
- Consistently met or exceeded quarterly sales targets through diligent effort and persistence in closing deals.
- Streamlined sales processes for improved efficiency, resulting in higher conversion rates.
Tarzana Bootcamps
Client Director
11.2011 - 05.2016
Job overview
- Determined business and marketing tactics for 3 locations including cold calls, appointment set up, presentations and closing.
- Implemented a high satisfaction customer program to keep and promote referrals from all customers.
- Mastered multiple leadership roles including, networking, sales, marketing, research, SEO, CRM's, hiring and training, issues resolution.
- Created compelling presentations that highlighted product features/benefits to potential clients while addressing their pain points directly.
- Facilitated cross-functional communication between sales, marketing, and product development teams to ensure cohesive efforts towards shared goals.
- Analyzed market trends to identify new business opportunities, leading to expansion into profitable territories.
- Negotiated contracts with vendors and suppliers, ensuring the best pricing and terms for company profitability.
- Optimized territory management plans by analyzing data on customer demographics, preferences, and buying patterns.
- Closed lucrative sales deals using strong negotiation and persuasion skills.
- Attended industry shows, conventions, and other meetings with primary mission of expanding market opportunities.
Education
California State University NorthridgeLos Angeles, CA
Bachelor of Arts from Psychology
05.2005
University Overview
- Dean's List
- 3.7 GPA
- PsyChi Member
Skills
- Relationship Management
- Data-driven decision-making
- Presentations
- Team/Manager Coaching
- Motivational Leadership
- Meeting Sales Goals
- Bilingual
- Handling Escalations
- Project Management
- Cross-Department Collaboration
Certification
- Master Certification Cardone University
Accomplishments
- Given the Gold Club Sales award for completed sales at CertaPro Painters.
- Achieved higher closing rate through effectively helping with individuals confidence levels.
Languages
Spanish
Native or Bilingual
Timeline
Customer Service and Sales Director
Spinatomy Discs Centers
01.2023 - Current
Senior Lead Consultant
CertaPro Painters
08.2019 - 12.2022
Customer Service Manager
Anytime Fitness
06.2016 - 02.2019
Client Director
Tarzana Bootcamps
11.2011 - 05.2016
California State University Northridge
Bachelor of Arts from Psychology
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