Julia Ariadna Nuñez Vilches
Customer Experience & Sales Operations Specialist
Zapopan
Summary
Dynamic and results-driven Sales and Customer Experience Leader with a strong track record of driving revenue growth, elevating client satisfaction, and delivering measurable performance improvements across diverse operational settings. Backed by extensive experience in customer service, real-time operations, and sales management, I specialize in optimizing team performance, enhancing client engagement, and consistently exceeding key performance indicators (KPIs).
Skilled in leading high-performing teams, developing impactful sales training programs, and managing agent scheduling and workforce efficiency, I bring a strategic approach to operational excellence. As a Lean Six Sigma Black Belt certified professional, I apply data-driven analysis to streamline processes, reduce inefficiencies, and support scalable growth.
Fluent in both English and Spanish, I leverage strong communication and negotiation skills to build lasting client relationships across markets. Passionate about innovation and continuous improvement, I thrive in fast-paced, target-driven environments and embrace every challenge as an opportunity to lead, learn, and succeed.
Overview
6
6
years of professional experience
2024
2024
years of post-secondary education
3
3
Certifications
Work History
Call Center Travel Reservations Agent
ResortCom International
04.2024 - 04.2025
- • Handled both inbound and outbound calls to assist customers with travel bookings, providing personalized service and resolving inquiries regarding destinations, dates, and additional services.
• Closed sales effectively by identifying customer needs and offering customized travel solutions.
• Created and followed up on leads to maximize booking opportunities and build long-term client relationships.
• Developed and maintained a personal client portfolio to ensure ongoing engagement and repeat business.
• Met company standards for customer satisfaction and service quality, ensuring a positive experience in every interaction.
• Collaborated with the team to meet monthly targets for conversion and customer retention.
Sales Manager
Teleperformance
06.2019 - 02.2024
- Performed as a customer service representative for a year exceeding expectations on all KPIs, maintaining a customer satisfaction of 90% - 100% every month.
- Provided support as a real-time analyst managing agent's schedules to ensure the occupancy as well as the staffing for the line, ensuring a healthy service level for the client, and saving additional costs on the total bill.
- Promoted to global sales supervisor managing all sales from 3 different sites, providing sales training to all new and tenured agents as well as the team leaders guiding them through a better process for coaching and team management.
- Labored as a general sales supervisor managing new hire agents with a goal of 20% on their first month and exceeding with results over 25% month over month.
- During my time as a general sales supervisor set a goal of a 38% sales rate on a goal of 31% for tenured agents and closed each month above 31%.
Education
College -
UTEG
Zapopan, JaliscoSkills
- Customer Relationship Management (CRM) – Experienced in using CRM tools to track leads, follow-ups, and performance metrics
- Sales Coaching & Team Leadership – Trained and mentored new and tenured agents, improving performance and conversion rates
- Performance & KPI Management – Skilled in analyzing sales metrics, identifying improvement areas, and driving team goals
- Strategic Sales Planning – Capable of designing and executing sales strategies aligned with business objectives
- Process Optimization – Lean Six Sigma Black Belt certified; adept at streamlining operations to enhance sales efficiency
- Bilingual Communication (English-Spanish) – Fluent in English and Spanish, enabling cross-cultural communication and support
- Conflict Resolution & Objection Handling – Expert at de-escalating client concerns and turning objections into sales
- Upselling & Cross-Selling – Proven success in maximizing revenue through tailored product recommendations
- Client Retention Strategies – Focused on long-term client satisfaction and loyalty through consistent follow-up and service
- Multichannel Communication – Experienced in phone, email, and chat-based customer interactions
Certification
Lean Six Sigma – Yellow Belt. Successfully completed foundational training in Lean Six Sigma methodology, focusing on waste reduction, process improvement, and problem-solving frameworks.
Timeline
Lean Six Sigma – Black Belt. Achieved expert-level certification in strategic process optimization, advanced statistical tools, and enterprise-level project management, with a focus on transformational results and leadership.
11-2024
Lean Six Sigma – Green Belt. Completed advanced process improvement certification with emphasis on data analysis, root cause identification, and project leadership for mid-scale initiatives.
08-2024
Call Center Travel Reservations Agent
ResortCom International
04.2024 - 04.2025
Lean Six Sigma – Yellow Belt. Successfully completed foundational training in Lean Six Sigma methodology, focusing on waste reduction, process improvement, and problem-solving frameworks.
03-2024
Sales Manager
Teleperformance
06.2019 - 02.2024
College -
UTEG
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