Alberto Ballestero

• Responsible for hiring the management team for the Costa Rica office.
• Recruited, interviewed and hired sales rep employees and implemented mentoring program to promote positive feedback and engagement.
• Established performance goals for employees and provided feedback on methods for reaching those milestones.
• Reviewed financial reports to identify potential issues, cost saving opportunities.
• Monitored staff performance (Salesforce) by actively engaging in and observing day-to-day activities.
• Established team priorities, to focus on bigger sales impacting our annual recurrent revenue.
• Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
• Managed senior-level personnel working in sales capacities.

• Successfully lead and hired 50 Customer Advisors supporting US market. Startup of Amazon Business in Costar Rica.
• Responsible for government, nonprofit and education vertical teams with OPS goals of $100M for 2021, $203M for 2022, $143M for 2023
• Worked in conjunction with US team to improve OPS growth, increase spending users and customer attainment
• Lead&managed this team to deliver results by executing daily, weekly and monthly strategies to support operating objectives
• Engagement of customer stakeholders, including CP’s VP’s, CIO, etc
• Handled customer relations issues, enabling quick resolution and client satisfaction.
• Coached employees in successful selling methods and encouraged cross-selling to drive revenue.
• Sales Force pipeline analysis
• Identify and eliminate barriers for productivity and quality.

Achievements

• Successfully completed startup of Amazon Business in Costa Rica
• Identified and hired highly-qualified staff by teaching best practices, procedures and sales strategies.
• Created effective strategies to target new and existing customers.
• Monitored customer buying trends and market conditions adjust strategies and achieve sales goals.
• Hired 90% of customer sales advisors team including 3 managers to support east, central and west coast.
• 105% attainment of OPS quota in 2022.
• 110% attainment of OPS quota in 2021.

• Managed team of accounts sales managers supporting different US. Canada and Latam
• Increased monthly gross sales from $250K to $5K and exceeded goals for sales, revenue and profit margins.
• Responsible of achieving revenue and gross margin goals, provide service and support for our US based customers.
• Portfolio of 150 US customers with revenue and gross margin goals for both new and existing customers.
• Provide advice on how to handle/address escalations with our customers
• Worked with both country and portfolio managers to` improve sales strategies provided out of our Remote management center in Costa Rica

Achievements

• Consistently met sales quota year over year above 95% revenue and gross margin targets
• Achieved 90% target sales renewals.
• Successfully hired and trained new sales managers for US, LAC and Canada regions.
• Successfully transitioned over 250 US accounts during fiscal year 2012.

• Supported accounts such as P&G, Rockwell Collins, Credit Suisse,, Hawaiian Tel Com.
• Oversee call center daily performance.
• Managed and lead groups who engaged in user support interactions telephone, chat and email platforms.
• Addressed user customer service concerns and decided when to escalate problems to specialist team members.
• Resolved complex user escalations.
• Engagement in customer renewal
• Customer Business Reviews

Achievements

• Managed and transitioned accounts from US, Canada and LAC regions.
• Lead Manager of two startups. (Gillette, Hawaiian Telcom)
• Hired 90% of L1 agents for two start ups.
• Consistently met 95% SLA & KPI attainment.
• Consistently met 95% customer satisfaction.