Diana Carolina Vargas Bonilla
Heredia
Summary
Motivated, positive and determined individual with experience in customer service, technical support and inbound and outbound sales. Skilled in building customer relationships and understanding customer needs. Also team work oriented with strong communication and interpersonal skills for providing superior customer service and increasing great work environment. Always giving the extra mile, hard-working and passionate with strong organizational skills eager to learn and grow. Strength in negotiations and time management skills focused on results and aiming always to provide the best.
Overview
11
11
years of professional experience
Work History
Sales Support Lead
Hypercore Networks (Now Nitel)
12.2017 - 05.2023
- Enhanced customer satisfaction with prompt responses to inquiries and proactive resolve identification of future clients needs.
- Managed client accounts, ensuring clients price points, contracts and timely delivery of products purchased and resolving any issues that arose though sales process.
- Maintained detailed records of sales data for accurate forecasting, follow ups and progress tracking.
- Worked with sales team to collaboratively reach targets, consistently meeting or exceeding personal quotas and as well, on developing, managing and closing sells for big projects (3000+ sites company)
- Conducted post-sale follow-ups to ensure customer satisfaction and identify opportunities for upselling or cross-selling products.
- Implemented CRM system updates accurately, improving workflow efficiencies across the entire organization throughout the sell.
- Provided ongoing support for the sales team, facilitating smooth communication between departments and improved overall operations.
- Selected correct products based on customer needs, product specifications and applicable regulations.
- Trained new employees on customer service, sells -client handling and organizing strategies.
- Conducted market research for informed decision-making and optimal product positioning on search for the best based on clients needs.
- Stayed current on company offerings and industry trends as also maintained current knowledge on product updates and changes.
- Negotiated prices, terms of sales, contracts creation and service agreements.
- Fielded customer complaints and facilitated negotiations, resolving issues and reaching mutual conclusions.
SME - Subject Matter Expert
The Results Companies, LLC
08.2013 - 11.2017
- Assist new employees though coaching and mentoring.
- Performance review focused on weekly and monthly employees metrics.
- Leadership - Replacement of the supervisor if absent.
- Worked hand to hand with the supervisor on company and employees needs in order to achieve monthly goals.
- Trained new hires in Costa Rica but also was relocated in Mexico to assist with a new site launch and to provide them the corresponding training required.
- Inbound and outbound employee escalations handling.
- Subject Matter expert of virtual platforms and products offered by the company. Created knowledge base documents and updates.
- Pear to pear improvement plan creation and follow ups.
- Phone and email technical assistance to students, teachers and ITs for the platform we worked for.
- At this company I was also able to develop myself first in the sales department for inbound calls for 6 months, after for 4 months I assisted with hiring process and then became a SME.
Collections Agent
United Collection Bureau
03.2012 - 01.2013
- Enhanced client relationships by consistently maintaining clear communication and promptly addressing concerns.
- Achieved successful debt collection results by utilizing negotiation skills and developing customized payment plans.
- Streamlined the collections process for increased efficiency with detailed record-keeping and timely followups.
- Maximized revenue recovery through diligent research, verification of debtor information, and persistent contact efforts.
- Maintained strict compliance with all federal, state, and company regulations during each step of the collections process.
- Provided exceptional customer service by empathizing with clients'' financial situations while working towards mutually beneficial solutions.
- Processed payments and applied to customer balances.
- Responded to customer inquiries and provided detailed account information.
- Processed debtor payments and updated accounts to reflect new balance.
- Negotiated to collect balance in full.
Education
High School Diploma -
Colegio Santa Cecilia
Heredia, Costa RicaSchool
American International School (AIS)
Belen, Costa RicaTheory Knowledge - This Was Accomplished At The Results Companies.
Achievement - Theory Knowledge About Six Sigma
07.2017
Skills
- Adaptability
- Multitasking
- Time Management
- Effective Communication
- Critical Thinking
- Contract Negotiation
- Team Work and Leadership
- Active Listening
- Strong Work Ethic
- Customer Service
- Management Skills and Problem Solving
- Creative and Self-Motivational
- Oral and Written Communications skills
Languages
Spanish
Native language
English
Advanced
C1
Timeline
Sales Support Lead
Hypercore Networks (Now Nitel)
12.2017 - 05.2023
SME - Subject Matter Expert
The Results Companies, LLC
08.2013 - 11.2017
Collections Agent
United Collection Bureau
03.2012 - 01.2013
High School Diploma -
Colegio Santa Cecilia
School
American International School (AIS)
Theory Knowledge - This Was Accomplished At The Results Companies.
Achievement - Theory Knowledge About Six Sigma
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