Silver Salazar
Farmington,United States
Summary
Results-oriented Educational Sales Director with over 10 years in sales and remote customer support. Specializes in high-volume call management and client issue resolution, utilizing Salesforce for data management. Strong background in Microsoft Office and event planning enhances customer experiences. Committed to fostering trust and improving customer satisfaction through effective communication and consultative techniques.
Overview
16
16
years of professional experience
Work History
Educational Sales Director
Varsity Tutors
06.2024 - 09.2025
- Coordinated client transitions and follow-ups as first point of contact, ensuring seamless onboarding experience.
- Processed enrollment transactions through Salesforce, ensuring accurate records for families and consultants.
- Managed high-volume outreach via phone, text, and email, providing prompt and attentive customer service.
- Collaborated with teams to resolve client concerns and escalate issues, enhancing overall client satisfaction.
- Maintained detailed documentation of client interactions to support operational clarity and reporting.
- Successfully resolved client issues to foster trust and long-term retention.
- Oversaw a substantial volume of communications across various channels.
- Monitored performance metrics to consistently exceed set goals.
- Partnered with families to deliver customized educational solutions.
- Identified client needs through consultative techniques, contributing to increased conversion rates.
- Surpassed sales targets through proactive account management and diligent follow-up.
- Employed CRM systems, like Salesforce, for monitoring sales and maintaining accurate reporting.
- Worked with cross-functional teams to enhance onboarding processes and customer retention.
- Delivered exceptional service by addressing client objections and providing tailored product knowledge.
- Demonstrated effective communication and problem-solving skills in a remote work environment.
- Contributed to student learning initiatives at A Nerdy Company.
Substitute Teacher
Farmington Municipal School District
04.2022 - 06.2024
- Provided personalized support to clients, improving their overall satisfaction and retention.
- Utilized clear communication methods to create positive customer interactions and resolve inquiries efficiently.
- Maintained organized records of customer interactions and feedback, enabling continuous service improvement.
- Worked closely with team members to ensure all customer needs were met promptly and effectively.
- Recorded detailed notes from customer interactions, ensuring accurate follow-up and resolution of issues.
- Mentored colleagues on effective customer engagement techniques and service excellence.
- Designed and implemented communication protocols that adhered to service level agreements.
Case Manager
HelpNM
10.2022 - 03.2023
- Coordinated multiple client cases, facilitating smooth transitions and access to essential services.
- Created and maintained organized documentation for care plans, ensuring accountability and effective follow-through.
- Provided solutions-focused support as the primary contact for clients and families to enhance their well-being.
- Tailored care plans based on client assessments, ensuring accuracy and measurable progress.
- Navigated complex systems to coordinate essential services like healthcare and housing for clients.
- Led workshops to empower clients with job readiness and self-sufficiency skills, enhancing their independence.
- Advocated for clients by addressing concerns promptly and ensuring resource accessibility.
Youth Advocate & Life Skills Coach
Childhaven
06.2017 - 10.2022
- Provided empathetic support and effective communication, fostering trust and encouraging client engagement.
- Developed and executed personalized support plans while tracking client outcomes with a keen attention to detail.
- Utilized de-escalation techniques and trauma-informed approaches to assist clients in distress, prioritizing their safety and well-being.
- Maintained accurate documentation to uphold compliance and track client care results.
- Built strong relationships with clients through advocacy and clear communication, improving client satisfaction and outcomes.
- Coordinated transportation for clients to vital appointments, ensuring their needs were met safely.
- Collaborated with community members and staff, enhancing support services and care initiatives for clients.
Independent Business Owner
Indigedoll
05.2016 - 10.2017
- Managed customer support operations, ensuring order accuracy and timely follow-ups to boost customer satisfaction.
- Streamlined inventory and shipping processes, resulting in improved coordination and timely service delivery.
- Operated a successful small business, overseeing customer service, marketing, and order fulfillment, while maintaining a strong focus on client needs.
- Engaged customers across multiple channels using strong written communication skills, fostering loyalty through effective problem resolution.
- Implemented innovative solutions for customer customization requests, proactively addressing concerns to ensure satisfaction.
- Balanced entrepreneurial duties with personal commitments, demonstrating adaptability and self-motivation in a remote work environment.
Customer Service Associate
Zappos
10.2015 - 06.2016
- Managed high-volume customer interactions, processing orders and resolving inquiries efficiently.
- Enhanced customer satisfaction by streamlining exchange and return processes, leading to improved retention.
- Maintained detailed records of customer interactions and feedback, identifying trends to enhance service quality.
- Developed strong relationships with clients by providing personalized support and resolving issues promptly.
- Analyzed customer feedback, using insights to recommend service enhancements and improve operational processes.
PBX Operator
Aria Casino & Hotel Resort
04.2014 - 09.2015
- Consistently delivered exceptional customer service by responding to high-volume inquiries with professionalism and care.
- Resolved guest requests and escalations promptly, improving overall satisfaction and loyalty.
- Applied strong problem-solving skills to de-escalate issues, ensuring a positive experience for guests.
- Managed communication among guests and staff as PBX Operator, facilitating seamless service delivery and enhancing guest satisfaction.
- Provided knowledgeable concierge-level assistance, enhancing guests' experiences with hotel amenities.
- Utilized sales techniques to maintain high-quality communication in a fast-paced environment, contributing to Forbes quality standards.
- Achieved an 18% improvement in service delivery metrics through proactive responsiveness and effective problem resolution.
- Handled emergency communications and management, prioritizing guest safety and satisfaction.
- Coordinated prompt guest services, including wake-up calls and housekeeping requests, maintaining high standards for service quality.
- Executed communication strategies to assist casino guests, consistently achieving service quality standards.
Customer Service Sales Representative
Allegiant Travel
01.2010 - 12.2013
- Identified customer needs, provided tailored recommendations that increased revenue opportunities.
- Resolved customer inquiries and complaints, significantly improving satisfaction levels.
- Managed high volumes of inbound calls while consistently achieving productivity targets in a fast-paced call center environment.
- Developed communication scripts for webchat and social media to streamline customer interactions.
- Created and modified comprehensive travel itineraries to enhance customer retention rates.
Education
Associates Degree - Early Childhood Education
San Juan College
Farmington, NM01-2017
Skills
- Customer relationship management (CRM)
- Client relationship management
- Solution selling
- Sales target attainment
- Customer engagement
- Client issue resolution
- Problem resolution
- Problem solving
- Service Level Agreements
- Documentation
- Data Integrity
- CRM Systems
- Data Entry
- Microsoft Outlook
- Multitasking
- Customer Service
- Communication skills
- Verbal communication
- Performance evaluation
Websites
Timeline
Educational Sales Director
Varsity Tutors
06.2024 - 09.2025
Case Manager
HelpNM
10.2022 - 03.2023
Substitute Teacher
Farmington Municipal School District
04.2022 - 06.2024
Youth Advocate & Life Skills Coach
Childhaven
06.2017 - 10.2022
Independent Business Owner
Indigedoll
05.2016 - 10.2017
Customer Service Associate
Zappos
10.2015 - 06.2016
PBX Operator
Aria Casino & Hotel Resort
04.2014 - 09.2015
Customer Service Sales Representative
Allegiant Travel
01.2010 - 12.2013
Associates Degree - Early Childhood Education
San Juan College