Carlos A. Garcia Email & Phone Number

United States

London, England, GB

London, England, GB

-Achieved 100% or more of target for 7 consecutive years -Averaged double digit growth on renewals for 7 consecutive years-Grown book of business by an average of 20% for 7 consecutive years-Developed and trained a sales team of 5-7 Account Managers working specifically in the Metals, Petrochemicals, and Fertilizer sectors.-On boarded over 500 new logos in.

London, England, GB

Monterrey, Nuevo León, MX

• Formed and managed a new commercial group staffed by 22 direct reports for the sale of concrete, asphalt, aggregates, pipe, and cement. Goal of plan reduce transactional costs of sales while managing 23k accounts (80%.
• Represent the customer during website development and implementation including training the customer at go live, and ensuring changes (product, pricing, promotions, messaging) are represented correctly, and in a timely.
• Excelled in building and motivating management and hourly teams. Developed many entry level associates to leadership positions and quickly became one of the primary trainers for new account managers across the US.
• Facilitated development of the framing specialist program; established a template and standardized reporting so company could utilize it for regional and national operations.
• Developed strategies and managed projects requiring cross-functional collaboration with customers/operations to implement support plans, qualify new customers and provide corrective action.

Monterrey, Nuevo León, MX

• Integral member of a team responsible for improving the user experience by providing a single point of contact for order fulfillment that was previously decentralized. This includes implementation of a web-based portal.
• Worked with product owners and end users to define the scope of the projects, formulate project plans, create requirements documentation in order for technical team to design, develop, implement, and maintain solutions
• Developed, designed, implemented, and maintained the case management application that is utilized company wide to track issues and interactions with customers using SAP CRM
• Conducted product demonstrations, trainings, and workshops in a classroom setting as well as via web based training tools. For projects that include a new application, user guides and presentations were created to.
• Provided a customer segmentation analysis that identified how transaction costs could be decreased to implement a centralized Inside Sales group.
• Primary resource for process definition and support for the SAP web based order management, shipment planning, and execution application. Work with users to determine if there are any room for improvements by.

Monterrey, Nuevo León, MX

• Wide experience in call center supervision. Technically smart with strong experience in telephony system technology. Possess excellent coaching, motivational and leadership skills. Extensive interviewing and hiring.
• Introduced training programs that enhanced employee performance and helped build a motivated workforce.
• Address customer questions and issues.
• Research and troubleshoot ordering and shipping problems to ensure consistent service.
• Work with Upper-Management and Plant Staff to ensure efficient shipment and delivery of products.
• Order receiving and tracking.

Monterrey, Nuevo León, MX

• Provided support to the sales team, ensuring all sales and service objectives were met.
• Responsible for customer service in the building materials industry, duties included answering customer queries, problem solving and providing detailed information on new products.
• Worked with new customers in the development of new accounts and the implementation of new systems.
• Assisted in the development of new policies and procedures.
• Assisted in the training of new customer service representatives and associates.
• Performed market research surveys on customer needs and requirements.

• Managed the needs of a portfolio of customers to assist in planning upcoming events, ticket sales, and lodging.
• Handled inbound calls to arrange the sale and shipping of tickets to internal and external customers.
• Was responsible for the selection and purchasing of tickets to upcoming events. Responsible for setting the prices and a forecast of the expected revenue.
• Managed the 2006 World Cup project. Worked with over 600 customers to provide them with tickets to the World Cup in Germany, lodging, air accommodations, interpreters, and transport.
• Lived in Germany for 3 months to plan and select safe houses, ticket suppliers, lodging for employees, and learn local customs.
• The World Cup project generated 5 million dollars in revenue.

Houston, Texas, US

• Delivered maximized customer service with customers while multi-tasking by cross-selling company programs to customers.
• Ability to diffuse disgruntled customers in order to solve their problems, accommodate their needs and document their complaints.
• Interacted with other departments to resolve customer inquiries and/or achieve customer satisfaction.
• Solicited customer feedback on service provided and initiated action based on customer feedback.
• Resolved billing inquiries, performed account adjustments, and negotiated payment arrangements/deposit amounts; also, followed-up on these accounts.
• Handled emergency outage and gas leak calls in a timely, efficient manner.

• Oversaw, maintained, and managed 56 campus textbook accounts within East and West District Territory.
• Maintained professional, patient customer service with Principals and Textbook Coordinators to reconcile lost textbook invoices based on discrepancies between campus and departmental inventory worksheets.
• Collaborated with the abovementioned on annual textbook ordering.
• Served as a main point of contact for all school inquiries.
• Conducted campus textbook inventory audits to compare with computer generated transactions for documentation of lost textbooks.
• Educated and distributed information to all campuses on proper procedure for ordering and returning textbooks.

Bs, Supply Chain & Logistics Technology

Advanced Diploma