HÉCTOR JACOBO SÁENZ VILLELA
Ciudad Juarez
Summary
Dynamic and results-driven leader with over 15 years of progressive experience in contact center operations, outbound sales, customer retention, and leadership development. Proven track record of exceeding performance targets while optimizing team productivity and enhancing customer experience excellence in both remote and on-site environments. A unique blend of empathy, accountability, and strategic insight fosters a collaborative atmosphere that empowers teams to achieve their best. Committed to driving operational success and cultivating a culture of continuous improvement within organizations.
Overview
17
17
years of professional experience
1
1
Certification
Work History
Sales Development Representative
OneStar
Remote
09.2025 - Current
- Cultivated relationships with potential clients through targeted outreach and follow-up strategies.
- Developed comprehensive understanding of product offerings to effectively address client needs and inquiries.
- Collaborated with marketing team to create tailored campaigns enhancing lead generation efforts.
- Conducted market research to identify new sales opportunities and refine prospecting strategies.
- Utilized CRM tools to track interactions, manage leads, and ensure accurate sales forecasting.
- Used data analytics to identify and track sales trends and develop actionable insights.
- Established relationships with prospects and customers to promote product understanding and drive sales growth.
- Crafted persuasive sales pitches to communicate value of company products and services.
- Streamlined lead management process by utilizing CRM software to track interactions and maintain organized customer information.
- Utilized Sales Force to manage sensitive client information and update existing and new client profiles.
- Enhanced team performance through regular sales training sessions, role-playing exercises, and constructive feedback.
Sales Executive
Porch.com, Palmtec Home Inspection Software
07.2023 - 06.2025
- CRM Outreach and Goldmine management, Calendly Calendar, Outbound Calls.
- Sales focused on home inspectors to offer them software as to help them create a professional report to present their customers and be able to follow up.
- Obtained outstanding results never seen in the campaign, exceeding results every year.
Account Manager
Porch.com, Guardian Financial Services
06.2021 - 07.2023
- Outbound calls focused on home inspectors to offer financial services offering credit card processing services and software.
- Obtained satisfactory results every month with the goal of over 100 accounts boarded by the team.
Outbound Sales Team
Porch.com, Elite Insurance Group
06.2020 - 06.2021
- Outbound calls offered new movers services (Home Insurance, ADT, Monitoring Security, moving services, etc.)
- Became a member of their Residential Purchase sales team after my second month and was a top performer.
- Exceeded expectations with sales percentage on target, QA Score above 95% the goal being 90%, and perfect attendance.
Outbound Calls
Courtesy Services, Collections Representative
06.2019 - 06.2020
- Outbound calls for collecting donations for TEXAS COALITION OF POLICE AND SHERIFF
- Maintained collections goals every week improving call handling from 450 calls per agent to 625 and no policy violations.
Customer Experience Specialist and Sales Trainer
Teleperformance, ACCM Assistant Contact Center Manager
Guadalajara
03.2009 - 03.2019
- During my stay in TP almost half was done as a contact center supervisor from 2009-2013.
- I was assigned a Sales campaign for priceline.com in charge of 60% of the bookings done for the company of hotels, flights, rental cars and vacation packages all over the world.
- Every year we improved the sales rates from 8% hotels & 5% packages in 2009 to 25% hotels & 15% packages in 2013. Creating sales forces at different times to counterattack low seasonality.
- I maintained QA scores above goal every year, improving also error percentage from 5% 2009 to 1.90% 2013.
- From 2013 to 2019 I had the opportunity to become part of the Comcast Xfinity Group Customer Retention Team
- I became a master supervisor by completing over 55 courses, 5 book essays and improvement plans on leadership, feedback development and management of key metrics.
- In 2016 became ACCM Assistant contact center manager for the retention and Sales force campaigns developing the NPS (Net Promotor Score) for every TP site (over 8 sites) worldwide becoming a CUSTOMER EXPERIENCE EXPERT managing over 300 agents with 20 supervisors, 4 QA supervisors.
Education
Fiscal Accounting
06.1994
Certificate - undefined
06.1989
Skills
- Leadership
- People Skills
- Problem solving
- Succeed in a fast-paced environments
- Effective communication
- Accountable
- Reliable
- Attention to detail
- Cold calling
- Goal-oriented mindset
- Customer relationship building
- Objection handling
- CRM management
- Email outreach
- Strategic thinking
- CRM tracking
- Salesforce proficiency
- Sales team collaboration
- Outbound sales management
- Problem-solving
- Teamwork and collaboration
- Analytical thinking
- Opening and closing procedures
- Processing payments
- Written communication
- Team building
- Teamwork
- Time management
- Multitasking Abilities
- Customer satisfaction
- Active listening
- Adaptability and flexibility
Accomplishments
Successfully completed over 35 professional development courses, accumulating more than 500 hours of structured training throughout my career at Teleperformance.
Focused on leadership development, performance management, and KPI optimization, consistently contributing to measurable improvements in operational results.
Strengthened client relationships by fostering trust, driving sustainable growth, and supporting cross-site collaboration to enhance overall business performance.
Focused on leadership development, performance management, and KPI optimization, consistently contributing to measurable improvements in operational results.
Strengthened client relationships by fostering trust, driving sustainable growth, and supporting cross-site collaboration to enhance overall business performance.
Certification
- JUNIOR, SENIOR & MASTER SUPERVISOR
- CERTIFICATIONS -185 HOUR COURSES: During a 3-year span I was able certify courses that facilitated my development as midlevel management and became Master Supervisor
- Only 3% of promoted supervisors have been able to equal this result.
- Focusing on Leadership, Management Skills, People Skills, and the Art of feedback.
LANGUAGES
Spanish - Native
English - Native Level
Timeline
Sales Development Representative - OneStar
09.2025 - Current
Sales Executive - Porch.com, Palmtec Home Inspection Software
07.2023 - 06.2025
Account Manager - Porch.com, Guardian Financial Services
06.2021 - 07.2023
Outbound Sales Team - Porch.com, Elite Insurance Group
06.2020 - 06.2021
Outbound Calls - Courtesy Services, Collections Representative
06.2019 - 06.2020
Customer Experience Specialist and Sales Trainer - Teleperformance, ACCM Assistant Contact Center Manager
03.2009 - 03.2019
JEFFERSON HIGH SCHOOL - Certificate,
ITSEM CAMPUS JUAREZ - , Fiscal Accounting
ABILITIES
- Communication: During my working life I have been able to be a part of diverse teams with members from all ages and backgrounds. Specifically, my leadership skills strengthened significantly when supervising with young employees. My capacity to empathize and understand their needs and views increased by placing myself in their shoes and allow open dialogue opportunities. I was able to be a mentor and set clear expectations while facilitating friendly and comfortable work environments. I extremely value 2-way feedback processes as to improve communication, enhance understanding, increase engagement, and strengthen relationships.
- Leadership: Leading by example is the key to be a good leader. My aim is to create and support teams that are reliable. A good leader gets to know the members of their team and always have time to develop their skills and provides ample opportunities to grow. Great leaders do what they say and say what they do with integrity always included in their actions. I am constantly honing my leadership skills.