Manage a portfolio of high-touch customers by serving as their day-to-day contact for questions and issues via phone calls, emails, and in-person meetingsPromote the adoption of Compass technology and adjacent services by providing customers with 1:1 support, strategic recommendations, and group training sessionsProvide essential marketing support by answering questions, creating collateral from templates including listing presentations and postcards, and being the liaison to marketing specialists for more complex support requestsPartner with the Onboarding team on strategy and logistics for welcoming new customers to CompassSupport ongoing projects such as new office openings, national initiatives, and new Expansion/M&A activityWork collaboratively with other team members and departments to champion questions and feedback on behalf of the agentServe as a mentor by being available for questions and managing escalations

• Developed our customer database by identifying, pursuing new leads, attending industry events and building rapport with clients.• Called on inactive accounts as well as canvas the Broward territory for new opportunities by creating an established and efficient routing pattern.• Prepare and deliver professional sales presentations to customers by balancing the company’s priorities and customers’ needs• Captured 2-3 new clients per month to ensure the growth and stability of my client portfolio.• Prepared weekly sales analysis and expense reports• Create and own the sales strategy for specific accounts and is directly responsible for account penetration, account development and long-term business relationship by working hand in hand with other department’s.• Maintain constant communication with clients and prospects to catch doormat opportunities and reinforce clients’ trust

• Main focus was to build long lasting and positive relationships between our customers and our brands.• Update all department heads with detailed reports with data collected through or CRM as well as based on customer experiences with our legacy and new products track volumes, fluctuations, and changes in activity for the bestselling and bad performing products• Create detailed standard operation procedures (SOP’S)to reduce errors and boost efficiency when collecting customer data and managing difficult situations• Communicate and encourage corporate initiatives, policy or process changes, technology advancements to better service the claims and exchanges requested by clients.• Aid in collecting information from the different departments, such as pertinent data, critical feedback and innovative ideas that corporate would find useful to improve the processes, quality and operations.• Process all the exchanges and parts due to performance issues for customers in a timely matter• Work hand in hand with E-commerce and IT to improve the customer experience through our different methods of communication (phone/email).• Analyze the different reports and return data generated by our e-commerce outlets to review products performance and assist sales with monthly promotion strategies.

• Supervised a team of 25-30 agents to ensure the set KPI’s were achieved every month through their scorecards• Provided Support in closing sales leads and preparing proposals for clients to ensure goals were met• Recruited and Conducted training and coaching for new the new hires as well as refreshers for the seasoned agents to maintain quality standards• Created team performance and sales progression reports for management as well as action plans to ensure goals were met• Assisted with escalated calls and emails, complex modifications, transfers of funds and refunds from In-house team as well as abroad • Monitored call queues to assure call quality standards were met and surpassed for the agents and to catch patterns and report on promotions acceptance• Was selected to take part in a Special sales project to promote a new ownership program for the Hotel the Fives in Mexico due to my sales • Successfully troubleshoot system operations errors to reduce system downtime and profit loss• Managed employee timesheets and created the schedules to avoid unnecessary overtime and assure schedule compliance

• Delivered exceptional customer service to every customer by leveraging extensive knowledge of our hotels and services creating welcoming, positive experiences.• Created loyalty with key member that resulted in lasting relationships.• Maintained consistent sales #'s and very high customer satisfaction ratings, guarantying me a top sales recognition every year.• Educated our members the details of their products so they could maximize the value of their membership.• Improved sales abilities and product knowledge on continuous basis to provide optimal service and achieve quotas.• Managed approximately 100 incoming calls and emails per day from customers.

• • Developed our customer database by identifying, pursuing new leads, attending industry events and building rapport with clients.• Prepared tastings wine paring dinners and discounts to reach monthly sales goals and ensure maximum brand visibility using effective point of sale materials• Supported our loyalty management program with personalized tastings based on the client’s needs• Created possible sales and promotions based on inventory rotations and provider discounts• Assisted with activities to welcome our brand ambassadors and promote visibility for the low selling products• Serviced accounts by delivering products to customers in extenuating circumstances, handling customer issues and complaints and referring these issues, as appropriate to management• Captured 4 to 5 new clients per week to ensure the growth and stability of my client portfolio.• Prepared weekly analysis sales and expense reports