Yerlenys Rivera
Bilingual Sales Performance Manager
Houston,TX
Summary
Talented Bilingual Manager with expert team leadership, planning and organizational skills built during successful career. Smoothly equip employees to independently handle daily functions and meet customer needs. Diligent trainer and mentor with exceptional management abilities and results-driven approach.
Overview
12
12
years of professional experience
4
4
Certification
Work History
Owner
Bryanna, s Couture Boutique and Beauty Bar
SAN JUAN, PR
02.2019 - 01.2021
- Managed day-to-day business operations.
- Applied performance data to evaluate and improve operations, target current business conditions and forecast needs.
- Generated revenues yearly and effectively capitalized on industry growth.
- Developed key operational initiatives to drive and maintain substantial business growth.
- Developed sales presentations and promotion initiatives to key accounts to drive product sales and increase brand awareness.
- Recommended, selected and located merchandise for shoppers, engaging politely to establish product needs and wants.
- Styled mannequins and designed merchandise displays to promote key pieces and shopper engagement.
- Built customer loyalty and retention by delivering excellent shopping experiences.
- Founded and managed retail sales business, growing revenue to $85,000 in first year
Project Management, Quality Inspection Manager
Ceres Enviromental
San Juan, TX
01.2018 - 01.2019
- Recorded, analyzed and distributed statistical information.
- Provided management for internal personnel, contractors and vendors.
- Estimated financial requirements of new projects.
- Drove team success through shared vision and recognition of quality performance.
- Monitored staff organization and suggested improvements to daily functionality.
- Created plans and communicated deadlines to ensure projects were completed on time
- Led projects and analyzed data to identify opportunities for improvement.
Senior Performance Manager, 3rd Degree Master Sales Agent
RED VENTURES
Fort Mill, SC
08.2009 - 09.2017
- Supervised 200+ agents during sales process and provided coaching accordingly
- Documented general reports on each team member’s performance and targets
- Monitored, organized, and coached team on day to day basis
- Ensured follow ups on CA
- Listened to agent calls and coached accordingly to improve performance
- Monitored key performance indicators and built processes to support partner performance and growth.
- Leveraged analytical tools to provide insight and enhance performance.
- Developed, tracked and analyzed variance of key performance measurements.
- Led teams to drive results and meet production, quality and safety goals.
- Managed quality control process to drive accuracy of performance inputs.
- Worked with technical resources to conduct root cause analysis and prevent future issues.
- Launched quality assurance practices for each phase of development
- Evaluated employee performance and conveyed constructive feedback to improve skills.
Bilingual Customer Service Representative
Cablevision
Newark, NJ
02.2008 - 06.2009
- Troubleshoot equipment and scheduled tech visit when necessary.
- Answered up to 50 calls per day in busy, fast-paced office for both English and Spanish-speaking customers.
- Maintained accurate and current customer account data with manual forms processing and digital information updates.
- Resolved concerns with products or services to help with retention and drive sales.
- Communicated with management when customer issues escalated and worked to find resolutions.
- Achieved and maintained departmental performance standards.
- Recommended products to customers, thoroughly explaining details.
- Met customer call guidelines for service levels, handle time and productivity.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Cross-trained and backed up other customer service managers.
- Responded proactively and positively to rapid change.
Education
Associates Degree - Business Administration
Eugenio Maria De Hostos CC
The Bronx, NY06.2004
Skills
- Operations management
- Business launch
- Coaching and mentoring
- Product and Service Sales
- Professional telephone demeanor
- Attention to Detail
- Training and Development
- Bilingual
Certification
- Google Analytics Certification 2019-2022
- EXCEL 2009, 2016, 2020
- Public Speaking Certification 2019
- Project Management 2019
Timeline
Owner
Bryanna, s Couture Boutique and Beauty Bar
02.2019 - 01.2021
Project Management, Quality Inspection Manager
Ceres Enviromental
01.2018 - 01.2019
Senior Performance Manager, 3rd Degree Master Sales Agent
RED VENTURES
08.2009 - 09.2017
Bilingual Customer Service Representative
Cablevision
02.2008 - 06.2009
Associates Degree - Business Administration
Eugenio Maria De Hostos CC