Summary
Overview
Work History
Education
Skills
Timeline
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VERONICA BENAGES

VERONICA BENAGES

Fort Lauderdale,FL

Summary

Results-driven HVAC Territory Manager with a proven record of completing tasks efficiently. Expertise in client relationship management, strategic planning, and market analysis. Proficient in communication, negotiation, and problem-solving to drive client satisfaction and achieve sales targets.

Overview

17
17
years of professional experience

Work History

Residential & LCU Territory Manager

Trane Technologies
Fort Lauderdale, Florida
02.2021 - 09.2024
  • Expanded assigned territory through strategic sales generation
  • Generated 150% growth in territory through new business prospects
  • Crafted targeted business plans tailored to individual accounts
  • Oversaw client onboarding process, ensuring seamless integration with available resources
  • Facilitated business growth strategies through performance metrics analysis
  • Formed connections with general contractors and builders to enhance market reach in light commercial sector

Guest Services Supervisor

Hard Rock International
Hollywood, Florida
05.2019 - 01.2021
  • Directly supervised a team of 19 HRI Specialists, 17 Customer Care Specialists, and 11 Customer Care Representatives.
  • Ensured prompt attention to same-day booking requests through diligent monitoring of Extranet.
  • Maintained efficient email response protocol within the CRM system
  • Ran Daily Arrivals Report to verify incoming reservations
  • Maintained operational standards within predefined limits for guests
  • Collaborated with Revenue Management on rate strategy for promotional offers.
  • Collaborated with SGA and HRI to optimize contact center resources
  • Managed operations for Seminole Gaming and Hard Rock International properties.
  • Collaborated with property leadership globally to uphold brand standards consistently.
  • Maintained strong relationships with Wholesale clients

Senior Customer Service ARC

MetLife
Charlotte, USA
11.2016 - 05.2019
  • Collaborated with Independent Agents to finalize their quotes.
  • Delivered immediate training to IAs on quoting and servicing platform
  • Worked with the Root Cause Problem Solving team on MetLife's customer service issues
  • Member of the distinguished contact center at MetLife to achieve JD Power certification for two consecutive years
  • Consistently ranked in top 2% of CSRs at MetLife

Customer Service Manager

Splendia, LLC
Miami, Florida
05.2007 - 12.2012
  • Established multilingual reservations team offering 24/7 support
  • Trained, coached, and managed a team of 35 Customer Service Representatives.
  • Implemented industry-leading practices to foster customer service innovation.
  • Formulated workforce strategy aligned with departmental forecasts.
  • Monitored SLA and KPIs to evaluate team performance.
  • Utilized SWOT and PIP techniques during one-on-one meetings.
  • Oversaw team's day-to-day activities to sustain productivity.

Education

Bachelor of Arts - Biology

Florida International University
Miami, FL
01.2007

Skills

  • HVAC Sales
  • B2B and B2C Sales
  • Client Acquisition
  • Customer Service Management
  • Contact Center Management
  • Bilingual English & Spanish
  • Training and Development
  • Territory Management

Timeline

Residential & LCU Territory Manager

Trane Technologies
02.2021 - 09.2024

Guest Services Supervisor

Hard Rock International
05.2019 - 01.2021

Senior Customer Service ARC

MetLife
11.2016 - 05.2019

Customer Service Manager

Splendia, LLC
05.2007 - 12.2012

Bachelor of Arts - Biology

Florida International University

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VERONICA BENAGES