-Develop and implement growth strategies to identify and pursue new business opportunities.-Build and maintain strong client relationships to ensure satisfaction and retention.-Lead sales initiatives by overseeing the sales team's activities and setting targets.-Conduct market research and analysis to inform strategic decisions.-Collaborate with marketing and PR teams to develop promotional strategies and campaigns.-Monitor key performance indicators (KPIs) to assess performance and drive improvement.-Develop and execute tailored client engagement plans to enhance customer experience.-Prepare regular reports for senior management on sales performance and strategic initiatives.-Train and mentor sales team members to enhance their performance.-Identify strategic partnership opportunities to enhance service offerings.-Facilitate cross-departmental collaboration to ensure client needs are met effectively.

Diligent is a leading GRC SaaS company that gives organizations the tools and solutions they need to bring clarity to complex risk, elevate impactful insights and get ahead of a world that is constantly changing. With solutions across governance, risk, compliance, audit and ESG, Diligent empowers more than 1 million users and 700,000 board members and leaders to make better decisions, faster. No matter the challenge. Learn more at diligent.com.

● Establish and maintain productive relationships with diverse clients, gaining insights into their unique needs to support their business growth.● Successfully build and expand operational teams for technology startups, aligning them with specific customer requirements for optimized performance.● Develop effective strategies and tactical plans that consistently drive revenue growth and achieve outstanding results.● Generate comprehensive productivity reports and conduct in-depth data analysis, enabling data-driven decision-making for enhanced team performance.● Deliver engaging and informative weekly, monthly, and quarterly Business Review presentations, driving actionable outcomes.● Lead negotiations with clients, implementing strategic approaches to achieve internal and external goals, resulting in improved account management.● Create coaching and development plans to nurture team members' professional growth and accelerate their learning in sales, negotiation, and soft skills.Spearheaded sustained growth of 6 key business accounts for over 16 months by proactively understanding their unique requirements and tailoring account management strategies accordingly. This resulted in an impressive 25% increase in revenue.Utilized effective sales strategies that boosted the company's profit by implementing more subscriptions, leading to significant revenue growth.

● Ensured accurate and prompt communication with clients, providing comprehensive follow-up on complaints and corporate escalations effectively.● Assisted consumers and internal teams with inquiries through email and phone calls, offering timely and helpful solutions to their questions and concerns with escalations. ● Efficiently tracked and monitored shipments, ensuring timely deliveries and resolving any related issues promptly.● Conducted thorough follow-ups on each complaint case, tailoring actions based on the individual consumer's necessities.● Delivered exceptional customer service, upholding the highest standards in customer care and satisfaction.Successfully managed client escalations involving complaints. Navigated within FDA guidelines to de-escalate situations, mitigating the potential for legal claims.Achieved a remarkable outcome of zero complaints escalated to corporate level, as all issues were de-escalated at the manager level following stipulated procedures.

Nokia LATAM ProjectSuccessfully managed client escalations involving complaints related to the use of cosmetic products. Navigated within FDA guidelines to de-escalate situations, mitigating the potential for legal claims.Achieved a remarkable outcome of zero complaints escalated to the corporate level, as all issues were de-escalated at the manager level following stipulated procedures.

● Coordinated and provided valuable feedback to a diverse team of 20+ agents, optimizing their performance and productivity.● Delivered effective sales coaching and mentoring, guiding team members to achieve their sales targets and excel in customer service.● Developed sales and customer service abilities to ensure high levels of customer satisfaction and loyalty.● Managed KPIs for the team and implemented constructive feedback and mentoring to drive continuousimprovement.● Successfully created and executed mentorship programs, nurturing the professional growth of team members andpreparing them for leadership, quality, or training roles.● Identified individual and team opportunity areas to elevate the level of customer service excellence.

● Conducted evaluations of quality and performance to ensure adherence to company standards and guidelines.● Delivered targeted feedback to team members, using examples and up-trainings to enhance their skills andperformance.● Identified patterns and misbehaviors in calls, proactively addressing them to maintain service excellence.● Monitored individual and team progress, using data insights to assess performance and identify areas forimprovement.● Provided data-driven solutions to managers, enabling them to make informed decisions for process enhancement.