Lili Bautista
SDR
C. Izcalli,México
Summary
I am a dynamic professional with strong problem-solving abilities, a willingness to learn, and excellent communication skills. Recognized as a former top sales coach, I leverage my communication strengths and a combination of hard and soft skills to drive performance and enhance customer experiences. Committed to fostering collaboration and achieving operational excellence in fast-paced environments, I am poised to contribute to team success and deliver positive results. Ready to tackle new challenges, I bring dedication and enthusiasm to advancing organizational objectives.
Overview
9
9
years of professional experience
Work History
SDR
Thomson Reuters Corporation
Cuauhtemoc, Mexico City
05.2024 - Current
- Cold calling experience.
- Prospecting and qualifying leads going above and beyond to reach the correct persona.
- Customer focused, problem solving.
- Averaged measured performance of 100% achievement in appointment setting and follow up
- Excellent communication skills, both verbal and written.
- Proven ability to learn quickly and adapt to new situations.
- Skilled at working independently and collaboratively in a team environment.
- Passionate about learning and committed to continual improvement.
Manager/Sales Coach
AT&T
Naucalpan, México
03.2022 - 09.2023
- Managed a team of 25+ agents, providing ongoing support in areas such as HR, IT, sales, and customer service, and ensuring consistent coaching.
- Scheduled and conducted daily coaching sessions for the team, with weekly follow-ups for individual agents, ensuring the application of coaching strategies driving performance toward meeting an average of 80% of monthly targets.
- Managed daily, weekly, and monthly planning to review team performance, and coordinated management projects to foster team collaboration and business success within operations resulting in an efficient use of time management.
- Led skill transfer initiatives, training peers and their teams on product knowledge and enhancing customer experience, contributing to overall team success and business growth.
- Achieved recognition as the top sales coach for three consecutive months and earned the several awards for outstanding sales coaching and performance over a quarterly period.
- Ensured strict adherence to the company's Code of Business Conduct, actively monitoring team activities to prevent fraudulent actions, successfully identifying and preventing at least 10 potential fraud cases through prompt and proactive oversight in a span of a year.
Customer Advocate Sales and Service
AT&T
Naucalpan, Mexico
02.2019 - 03.2022
- Gained comprehensive knowledge of products and tools necessary to perform the role, successfully selling to both new and existing customers while delivering exceptional customer service.
- Led and piloted projects focused on peer-to-peer skill transfers, improving the customer experience with a 50% success rate in training groups of up to 10 individuals, as evaluated by management.
- Developed and delivered presentations and workshops to train and transition agents interdepartmentally, achieving a 100% success rate in classes of up to 10 individuals, with sessions also presented to upper-level management, including the Area Manager, Director, and VP.
- Promoted to Team Lead, overseeing a team of 15+ individuals, where responsibilities included providing live coaching and redirection during calls, following up to ensure monthly targets were met, and offering consistent support on orders, system variables, and decision-making in the absence of the manager.
- Gained proficiency in multiple company systems, not only utilizing them effectively but also educating and training colleagues on their efficient use to enhance team performance and operational efficiency.
Data Analyst & Translator
Movisafe
Naucalpan, México
08.2017 - 08.2018
- Managed the daily dispatch of alerts related to crime activities, ensuring accurate and timely communication of incidents across designated areas as per client specifications.
- Led the translation team, overseeing the review and correction of all documents to ensure high-quality and precise content for customer delivery.
- Cultivated strong teamwork and collaboration skills, contributing to a cohesive work environment and efficient task completion.
- Gained expertise in risk assessment and demonstrated effective decision-making under pressure to address emerging situations.
- Developed a foundational proficiency in French, both written and spoken, enhancing communication with international clients and stakeholders.
- Composed detailed weekly and quarterly reports on crime-related activities, analyzing trends and providing comprehensive insights to clients for strategic decision-making.
- Conducted extensive data collection and research to ensure accuracy and reliability in reporting, supporting the creation of precise and actionable intelligence for clients.
Collections Representative
SYKES
Tlalnepantla
04.2016 - 08.2017
- Counseled debtors on payment options and arranged installment agreements.
- Delivered exceptional customer service on collection calls and maintained calm and professional demeanor.
- Handled outbound and inbound calls daily with goal of collecting owed debt.
- Processed payments and applied to customer balances.
Education
High School Diploma -
CECI
Mexico, México, Mexico 01.2016 - 06.2016
Skills
Positive Interpersonal Skills
Effective Team Collaborator
Proficient Computer Skills
Customer Support Expertise
Microsoft Office Proficiency
Proficient Dispute Resolution
Team Leadership
Flexible In Dynamic Environments
Reliable and Accountable
Leadership Oversight
Strong Communication Skills
Timeline
SDR
Thomson Reuters Corporation
05.2024 - Current
Manager/Sales Coach
AT&T
03.2022 - 09.2023
Customer Advocate Sales and Service
AT&T
02.2019 - 03.2022
Data Analyst & Translator
Movisafe
08.2017 - 08.2018
Collections Representative
SYKES
04.2016 - 08.2017
High School Diploma -
CECI
01.2016 - 06.2016
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