Claudia Ponce De León
Master In Quality Management Focused On Service
Zapopan,Jalisco
Summary
I have experience in different lines of business, but in all companies the most important thing is customer service. I am passionate about sales, training but above all customer service. I like challenges and I always meet the established goals and exceed them. My communication is effective and timely. I consider myself an excellent leader, because I like to listen to my team. I like to select staff and develop their skills.
Overview
7
7
years of professional experience
5
5
years of post-secondary education
Work History
Master's Degree Adviser
Tecnológico de Monterrey
Zapopan, Jalisco
11.2019 - 10.2021
- Proved successful working within tight deadlines and fast-paced atmosphere.
- Handled fifty calls per day to address customer inquiries and concerns.
- Maintained energy and enthusiasm in fast-paced environment.
- Demonstrated respect, friendliness and willingness to help wherever needed.
- Served customers and followed outlined steps of service.
- Managed on-site evaluations and customer surveys.
- Resolved conflicts and negotiated mutually beneficial agreements between parties.
- Participated in continuous improvement by generating suggestions, engaging in problem-solving activities to support teamwork.
- Delivered exceptional level of service to each customer by listening to concerns and answering questions.
- Increased customer satisfaction by resolving service issues.
- Quickly learned new skills and applied them to daily tasks, improving efficiency and productivity.
- Reach 100% of the sales indicators established by campaign.
Zone Sales Manager
neufeld patisseries
Zapopan, Jalisco
05.2019 - 10.2019
- Drove team and company profits by developing and strengthening relationships with industry partners and potential clients.
- Led solution selling strategy initiatives to maximize sales of cakes, desserts, drinks by branch.
- Coordinated forty employees selling cakes, desserts, drinks, products and services worth over $ 50,000 per day per branch.
- Coordinated staff sales meetings to discuss developmental strategy, best practices and process improvements.
- Increased sales by 30% through effectively training employees, closely monitoring local markets and managing inventories.
- Built relationships with customers and community to establish long-term business growth.
- Collaborated with advertising group to create uniformity between advertising messages and retail incentives.
- Resolved problems with high-profile customers to maintain relationships and increase return customer base.
- Identified prospects' needs and developed appropriate responses along with suitable information on products and services.
Sales Supervisor
Pastry Marisa
Zapopan, Jalisco
12.2016 - 01.2019
- Oversaw employee performance, corrected problems and increased efficiency to maintain productivity targets.
- Strengthened merchandising and promotional strategies to drive customer engagement and boost sales.
- Directed smooth merchandising of products to engage customers and promote sales.
- Managed daily sales floor operations to improve customer loyalty percentage and strengthen brand.
- Administered performance reviews and held workshops to improve performance of team.
- Met with management and executives to provide insights into sales operations and make strategy recommendations.
- Capitalized on sales development and performance optimization opportunities while controlling expenses and maintaining diverse customer base.
- Completed employee evaluations to stay on top of lagging knowledge or skills and proactively close gaps to maximize performance.
- Checked store merchandise regularly for proper display and replenishment.
- Promoted exceptional customer service by engaging clients on sales floor.
- Recruited and retained top talent, with focus on completing timely performance evaluations, providing positive feedback and rewarding superior performance.
- Coached employees and trained on methods for handling various aspects of sales, complicated issues and difficult customers.
- Arranged items in favorable positions and areas of store for optimal sales.
- Oversaw frequent store recoveries to keep sales floor organized and presentable.
- Supervised staff successfully, utilizing effective communication and dynamic interpersonal skills.
- Kept orderly and accurate accounting records by monitoring sales documentation.
- New Store Openings, include procedures, licenses as well as negotiate and demand the delivery of the store in the time established with the supplier of the conditioning.
Western Region Coordinator
At&t
Zapopan, Jalisco
10.2016 - 12.2018
- Oversaw daily operations to ensure high levels of productivity.
- Maintained energy and enthusiasm in fast-paced environment.
- Received and processed stock into inventory management system.
- Maintained excellent attendance record, consistently arriving to work on time.
- Resolved problems, improved operations and provided exceptional service.
- Used coordination and planning skills to achieve results according to schedule.
- Offered friendly and efficient service to customers, handled challenging situations with ease.
- Actively listened to customers' requests, confirming full understanding before addressing concerns.
- Worked flexible hours; night, weekend, and holiday shifts.
- Identified issues, analyzed information and provided solutions to problems.
- Resolved conflicts and negotiated mutually beneficial agreements between parties.
- Select staff and develop their skills to achieve an efficient team.
Education
M.D. - Quality Management Focused On Service
UNIVA
Zapopan 10.2011 - 03.2013
Degree in Administration - Business Administration
UNIVA
Zapopan 08.2006 - 05.2009
Diplomat - Development of High Potential Sellers
ITESM
Zapopan 11.2020 - 04.2021
Skills
Problem-Solving
Teambuilding
Attention to Detail
Leadership
Multitasking Abilities
Planning and Coordination
Customer Service
Training and Development
Decision Making
Collaboration
Computer Skills
MS Office
Service standard compliance
Stock management
CRM
Retail materials management
Strategic sales knowledge
Money handling abilities
Creative problem solving
Retail store support
Training development aptitude
Timeline
Diplomat - Development of High Potential Sellers
ITESM
11.2020 - 04.2021
Master's Degree Adviser
Tecnológico de Monterrey
11.2019 - 10.2021
Zone Sales Manager
neufeld patisseries
05.2019 - 10.2019
Sales Supervisor
Pastry Marisa
12.2016 - 01.2019
Western Region Coordinator
At&t
10.2016 - 12.2018
M.D. - Quality Management Focused On Service
UNIVA
10.2011 - 03.2013
Degree in Administration - Business Administration
UNIVA
08.2006 - 05.2009