In sustaining a constant growth within each role
Deiby Antonio Peralta Malena
Contact Center Specialist
Santo Domingo Este,32
Summary
Hard-working Supervisor with exceptional experience leading teams, delivering results, and exceeding expectations. Creative and motivated leader adept at utilizing exceptional design and planning strengths to accomplish complex projects. Skilled in teaching new concepts and best practice strategies.
Overview
2
2
Languages
7
7
years of post-secondary education
9
9
years of professional experience
Work History
Sales Development Representative
Leadium
Santo domingo , Republica Dominicana
01.2021 - Current
- Built and managed accurate sales pipeline to maintain high volume of activity, including social selling, emails and outbound calls.
- Developed advanced understanding of products and services to react to customer objections, competitive questions and other FAQs.
- Utilized CRM to manage sensitive client information and update existing and new client profiles.
- Employed consultative approach to assess customer needs and business challenges.
- Interacted with problematic accounts, helping to build lasting rapport and boosting revenue opportunities.
- Identified prospect needs and developed appropriate responses along with information on suitable products and services.
Operation SuSupervisor
ERC (Enhanced Resource Centers)
Santo Domingo , Republica Dominicana
06.2016 - 12.2020
- Developed team communications and information for meetings.
- Resolved conflicts and negotiated mutually beneficial agreements between parties.
- Used critical thinking to break down problems, evaluate solutions and make decisions.
- Conducted research, gathered information from multiple sources and presented results.
- Resolved problems, improved operations and provided exceptional service.
- Drove operational improvements which resulted in savings and improved profit margins.
- Used coordination and planning skills to achieve results according to schedule.
- Prepared a variety of different written communications, reports and documents to ensure smooth operations.
- Worked to maintain outstanding attendance record, consistently arriving to work ready to start immediately.
- Oversaw daily operations to ensure high levels of productivity.
- Created spreadsheets using Microsoft Excel for daily, weekly and monthly reporting.
- Participated in continuous improvement by generating suggestions, engaging in problem-solving activities to support teamwork.
- Developed and maintained courteous and effective working relationships.
- Delivered exceptional level of service to each customer by listening to concerns and answering questions.
Operations Team Lead
ERC (Enhanced Resource Centers)
Santo Domingo, Republica Dominicana
01.2016 - 06.2016
- Motivated and trained employees to maximize team productivity.
- Led associate focus groups and meetings to obtain suggestions, address concerns or issues and foster positive relations among team members and management.
- Enforced regulatory and company policy compliance to improve workplace and employee safety and readiness.
- Encouraged and promoted ideas aligned to business needs and benefits.
- Developed and deepened relationships with customers, vendors and internal stakeholders.
- Continuously checked products for quality assurance according to strict guidelines.
- Kept work areas clean, organized and safe to promote efficiency and team safety.
- Performed quality checks on finish products to verify compliance specifications and assign appropriate quality grades.
- Distributed individual assignments to team members and monitored progress against production timetables.
- Trained new employees and promoted supportive, performance-oriented atmosphere by, instructing each in use of tools.
Customer Care Representative
Laurus International-Now ERC
Santo Domingo , Republica Dominicana
09.2012 - 01.2016
- Maintained accurate and current customer account data with manual forms processing and digital information updates.
- Resolved concerns with products or services to help with retention and drive satisfaction (NPS).
- Educated clients on account services and resolved client inquiries regarding account information and procedure.
- Responded to customer needs through competent customer service and prompt problem-solving.
- Described product highlights and benefits to help guide purchasing decisions.
- Assisted call-in customers with questions and orders.
- Logged call information and solutions provided into internal database.
- Achieved long-term business objectives by analyzing customer feedback for process improvements.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Eliminated inefficiencies by educating and training new employees on best practices and customer care procedures.
- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
Education
High School Diploma -
Princess Margaret Secondary
Antigua & Barbuda 09.2006 - 06.2010
GED -
T.N Kirnon Primary
Antigua & Barbuda 09.2003 - 06.2006
Skills
B2B marketing
undefinedAccomplishments
- Supervised team of 100+ staff members.
- Decrease Disconnection rate by implementing additional process.
- Increased productivity through constant coaching and support.
Interests
Timeline
Sales Development Representative
Leadium
01.2021 - Current
Operation SuSupervisor
ERC (Enhanced Resource Centers)
06.2016 - 12.2020
Operations Team Lead
ERC (Enhanced Resource Centers)
01.2016 - 06.2016
Customer Care Representative
Laurus International-Now ERC
09.2012 - 01.2016
High School Diploma -
Princess Margaret Secondary
09.2006 - 06.2010
GED -
T.N Kirnon Primary
09.2003 - 06.2006
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