Gilbert Guzman Email & Phone Number

Charlotte, North Carolina, United States

Position the organization to secure clients by leveraging technical expertise to support pre-sales, sales, and post-sales processes by focusing on engagement, implementation, customer success, and contact center team productivity. Oversee a team of 100+ contributors including employees and contractors. Manage Customer Portfolio with 800+ service engagements per year delivering over $10M in revenue.• Consistently attain profitability goal of 25% or greater by ensuring contractual… Show more Position the organization to secure clients by leveraging technical expertise to support pre-sales, sales, and post-sales processes by focusing on engagement, implementation, customer success, and contact center team productivity. Oversee a team of 100+ contributors including employees and contractors. Manage Customer Portfolio with 800+ service engagements per year delivering over $10M in revenue.• Consistently attain profitability goal of 25% or greater by ensuring contractual obligations.• Grow revenue by overseeing the sales renewal process and selling of additional services to current customers.• Drive sales YoY by building an effective sales and customer success organization with multiple-channels, technology vendors, alliances, and partnerships.• Build a high-performing staff by overseeing human resource objectives including recruiting, onboarding, training, coaching, counseling, and disciplining employees.• Enable clients to achieve continuous improvement by focusing on quality in processes and identifying opportunities for new technologies to support business growth.• Gain client confidence and loyalty by demonstrating knowledge of the sector and analyzing competencies of other service vendors in the space Show less

Charlotte, North Carolina, United States

Directed operations of the Housing, Registration & Event Technology Division for industry leading full-service meeting planning company. Managed 50+ meeting professionals that focus on different aspects of event planning.• Improved project management for clients by implementing a collaborative project planning tool in a role requiring close collaboration with department heads and C-level executives..• Increased service standards, raising customer satisfaction ratings from 80% to 97%… Show more Directed operations of the Housing, Registration & Event Technology Division for industry leading full-service meeting planning company. Managed 50+ meeting professionals that focus on different aspects of event planning.• Improved project management for clients by implementing a collaborative project planning tool in a role requiring close collaboration with department heads and C-level executives..• Increased service standards, raising customer satisfaction ratings from 80% to 97% on average by performing a SWOT analysis that led to changes.• Implemented new event marketing initiatives through social media, mobile apps, email communication, and outboard call campaigns. Show less

Quincy, Massachusetts, United States

Led revamp of customer implementation and training process for leading software provider in the event management and hospitality industry. Managed team of four responsible for customer implementation, training, account, and relationship management using Key Performance Indicators (KPI).• Transitioned from face-to-face methods to a multi communication channel approach with project management tools & learning management systems (LMS).

Greater Boston Area

Oversaw the implementation and training of Passkey's largest enterprise customer - consisting of over 300 hotel properties.Exceeded designated success metrics solidifying 3-year enterprise commitment after initial trial period.Designed dashboard providing visibility into vital business data, ensuring successful management of client relationships and driving compliance with contractual requirements.Educated leadership at hotel properties on how to maximize group revenue… Show more Oversaw the implementation and training of Passkey's largest enterprise customer - consisting of over 300 hotel properties.Exceeded designated success metrics solidifying 3-year enterprise commitment after initial trial period.Designed dashboard providing visibility into vital business data, ensuring successful management of client relationships and driving compliance with contractual requirements.Educated leadership at hotel properties on how to maximize group revenue opportunities 6while creating operational efficiencies and cost savings. Show less

Greater Boston Area

Generated leads producing over $500K sales revenue.Completed Spin Selling Workshop and Corporate Visions Inc. Power Message Workshop.

Greater Boston Area

Created new employee training & orientation programming including course materials and standard metrics to ensure employee retention and development.Travelled 85% to assess training needs of customers and complete onsite trainings.Demonstrated aptitude for public speaking and facilitating client relationships.

Greater Boston Area

Received Passkey’s Outstanding Professional Award.Participated on project team automating data transfer process between Passkey’s central reservation system and hotel systems (GroupLink).Assisted in writing specifications, use cases, QA Test cases, training documentation and online tutorials.Participated on a project team that created Passkey RegLink, creating a secure and standard information exchange between external registration systems and Passkey.Supported… Show more Received Passkey’s Outstanding Professional Award.Participated on project team automating data transfer process between Passkey’s central reservation system and hotel systems (GroupLink).Assisted in writing specifications, use cases, QA Test cases, training documentation and online tutorials.Participated on a project team that created Passkey RegLink, creating a secure and standard information exchange between external registration systems and Passkey.Supported technical development teams of over 50 registration systems to integrate with Passkey. Show less

Greater Boston Area

Performed transfer of hotel reservations from Passkey central system into hotel’s reservation system.Created standard documentation and processes, increasing average of 5 data transfers per week per FTE to 25 per week.Created templates and autoresponders that allowed a more efficient response time to over 200 support inquiries per day.

Sociology

Coursework in Sociology

Being A Leader And The Effective Exercise Of Leadership, Organizational Leadership

The Mastery Program, Strategic Planning

High School Diploma

Activities and Societies: National Honor Society