Emiliano Juárez Guerrero

Supervised staff of 20+ virtual concierges, utilizing effective communication skills, developed trust with the sales agents in order to create a team that achieved growth in sales targets for a DMC campaign.

Covered the following:

• Staff management.
• Recruitment.
• Goals' accomplishment.
• Sales increase strategies.
• Sales coaching.
• Problem solving.
• PCI certification compliance.

• Launched the first sales team in the newly established branch office in CDMX, as part of the evaluation process to get promoted to a supervisor position.
• Ensured that KPIs were met successfully with new staff who had no previous experience in the travel industry, training them on the know-how of the product's sales process and knowledge of the specifics of said product for effective B2C sales.

• Assisted with inbound and outbound calls for a DMC campaign, in which the main goal is to generate sales opportunities with each interaction, whether it is a written or phone conversation of usually 50+ interactions on a daily basis.
• Effectively became a proficient sales agent and closer with complete knowledge of the product's characteristics in all of the destinations that the campaign covered (mainly the Caribbean), who could make the most of each of the opportunities, handling everything from small group vacations to event reservations, ensuring a high-quality service on the phone/message, but also ensuring that the service sold was successfully executed.

• English-speaking job in which it was my responsibility to finish the sales process by reading out the terms and conditions to timeshare purchasers, ultimately processing the payment with the client on the line, ensuring that everything the client was offered by the sales department was honored at the end.
• Maintained strict confidentiality of sensitive client information, adhering to company policies and regulations.
• Followed up with clients after the purchase of their timeshare to resolve any issues they might've had while booking, and retaining clients to avoid as many cancellations as possible.