Gustavo Adolfo Medina Herrejon

My journey in Wilson&kinsman started as an Appointment Setter where I had to contact multiple leads from different platforms aiming for a daily goal of 150+ outgoing calls and setting them up for a initial consultation, I also had to filter qualification for each individuals case before scheduling them.

I had the chance to step in under Attorney Eric Kinsman's team as Case Manager, my main goal here was to take the clients through their whole legal process, providing followups, updates, clarification, e-filling legal documentation to court (Orders, motions, pleadings, appearance, plea agreements etc) and managing attorneys calendar.

On this case manager role I was also able to be present on potential client's initial consultation as a Legal Consultant to provide clarity and support on their first steps, this was actually a sales role since we needed the persons interest in hiring us on that appointment or if not bare minimum generate a followup as last resort.

The position was focused with transportation of goods by rail, road, air and sea.

I started as a customer operations agent were I was under the branch of a broker connecting customer and carrier deals, my main function as customer OPPS, was analyzing the contract between these two making sure the information was on par with the quotes the broker made with carrier and customer such as:

• - Rates
• - Destination
• - Type of goods
• - Quantity
• - Transportation type

I Also had the chance to work as a track and trace agent, had to provide constant updates of the orders making sure they would make it on time to destination and share any details regarding a load’s pickup or delivery (delays, damages, overages, shortage’s etc.) Over 120 outbound calls per day.

Prospects were registering online for vacations requesting information of our destinations, once they did this we had to call them this was a whole new thing since they did not answered most of the time or just hung up, but suddenly there was this person that picked up the phone I had that one shot only to create a customer, I developed different techniques of a sale, how to approach the prospect, timeline of a sale and how to close the sale, there were so many different ways that could be applied so I spent every month that I was there learning new techniques.

• Increased sales revenue by identifying and targeting high-potential clients/profiles.
• Expanded customer base through cold calling, networking, and relationship building.
• Enhanced client satisfaction by addressing concerns promptly and providing exceptional service.

I had the chance to develop collection and customer service skills, two of the main metrics was customer satisfaction and collecting, usually we were call after call most of the day, it was very important to maintain a positive mind set to perform the best way possible.

• Achieved successful debt collection results by utilizing negotiation skills and developing customized payment plans.
• Counseled debtors on payment options and arranged installment agreements.