Miguel Adrian Navarro Barraza
Ciudad Juárez, Chihuahua
Summary
Proven leader with a track record of enhancing customer satisfaction and increasing sales revenue at Global Tours & Travel. Skilled in relationship building and staff management, led teams to exceed performance goals through strategic sales training and effective problem-solving. Expertise in staff management and sales team training ensures outstanding team performance and business growth. Hardworking and driven sales management professional equipped to revitalize sales operations and align procedures to maximize profits and client acquisition. Successful at improving sales procedures to streamline and strengthen processes. Multifaceted leader with analytical and diligent approach to building and leading strong teams.
Overview
16
16
years of professional experience
1
1
Certification
Work History
Sales Manager
Global Tours
05.2019 - 10.2022
- Achieved excellent client satisfaction by directly engaging with customers over the phone, effectively communicating and resolving their issues.
- Increased sales revenue average 150% by developing and implementing effective sales strategies.
- Optimized team performance by prioritizing product knowledge and efficient delivery for enhanced customer experience.
- Led a successful sales team by providing motivational coaching and performance-based incentives.
Technical Support Supervisor
Genpact
01.2018 - 05.2019
- Oversaw the creation of a comprehensive knowledge base, enabling faster access to solutions for common problems faced by customers.
- Enhanced customer satisfaction by resolving complex technical issues promptly and efficiently.
- Devised strategies that allowed an increase in first-call resolution rates of 90% by empowering representatives with additional problem-solving tools.
- Optimized workflow processes, leading to a more efficient use of resources and reduced wait times for customers.
Collections Supervisor
Genpact
08.2014 - 01.2018
- Enhanced collections efficiency by implementing and monitoring strategic collections plans.
- Streamlined department operations by optimizing workflows, policies, and procedures.
- Maintained a high level of customer satisfaction through professional communication and dispute resolution tactics.
- Established performance metrics to evaluate team success and identify areas for improvement.
- Supervised and coordinated activities of collections employees attempting to gather monies owed from consumers.
- Reduced delinquency rates from a 90 day period to 30 days with proactive account management and timely followups.
- Processed ACH payments & PTP (promise to pay) and applied to customer balances.
Quality Assurance Analyst
Genpact
03.2013 - 08.2014
- Mentored and coached team members on QA topics and strategies.
- Participated in regular meetings with cross-functional teams to discuss progress updates, communicate concerns or challenges, and ensure alignment of project goals.
- Reported progress, test metrics and results to project stakeholders.
- Maintained comprehensive knowledge of relevant industry regulations and standards, ensuring compliance throughout QA process.
Debt Collector
Genpact
03.2011 - 03.2013
- Collected on delinquent on daily basis accounts to reduce overdue balances.
- Resolved customer disputes and disagreements through professional, calm communication to find mutually beneficial solutions.
- Educated debtors about repayment options, enabling them to make informed decisions while preserving positive business relationships.
- Developed strong relationships with customers to foster timely payments and account resolution.
Customer Service Representative
ACS Xerox
06.2006 - 07.2010
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and company alike.
- Responded to customer requests for products, services, and company information.
Education
High School Diploma -
Caprock High School
Amarillo, Texas06.2005
Skills
- Relationship Building
- Sales team training
- Staff Management
- Goals and performance
- Motivational Skills
- Sales strategy development
- Customer Service
- Decision-Making
- Goal Setting and Achievement
Certification
- Six Sigma Green Belt Certification - American Society for Quality.
- Six Sigma Certification
Languages
Spanish
Bilingual or Proficient (C2)
English
Advanced (C1)
Timeline
Sales Manager
Global Tours
05.2019 - 10.2022
Technical Support Supervisor
Genpact
01.2018 - 05.2019
Collections Supervisor
Genpact
08.2014 - 01.2018
Quality Assurance Analyst
Genpact
03.2013 - 08.2014
Debt Collector
Genpact
03.2011 - 03.2013
Customer Service Representative
ACS Xerox
06.2006 - 07.2010
High School Diploma -
Caprock High School
Similar Profiles
JEMELYN BESINGJEMELYN BESING
Business Associate at GLOBAL PINOY TRAVEL AND TOURSBusiness Associate at GLOBAL PINOY TRAVEL AND TOURS
ANALIZA C. MANINGDINGANALIZA C. MANINGDING
GENERAL MANAGER / OWNER at Global Miles Tours and TravelGENERAL MANAGER / OWNER at Global Miles Tours and Travel
Tsvetelina KirovaTsvetelina Kirova
Ticketing Agent at Premier Tours GlobalTicketing Agent at Premier Tours Global