Wulfrano Pineda: E-Commerce Customer Service and Sales Rep

Recruited by a global designer and manufacturer of movement solutions to manage and cultivate start up CRM system for Ecommerce B2C/B2B clientele. • Generate approx. 30% of YTD E-Commerce North America sales revenue (400K+) by consulting hundreds of B2B/B2C customers on ideal product solutions for specific applications across 14 different markets. This was done through strategic email/phone outreach and customer relationship building. This is keeping us on track to hit the 1.5 million YTD E-Commerce sales revenue target. • Delivered 128 new viable sales leads summing up to $6,000,000 in potential sales revenue opportunity for our regional reps across North America territory to fulfill through our distribution partners (Bisco Industries, Hafele, DB Roberts Etc.) ($1,000,000 successfully closed YTD). • Interview, mentor and motivate all onboarding and existing customer service/sales reps on product and technical knowledge as well as successful sales/customer service delivery processes and protocols. The aim was to increase employee productivity output while focusing on increasing sales revenue and customer satisfaction scores. We reduced support response times by 25%, enhanced customer satisfaction scores by 15%, maintained return rate under industry average (5.18%) and are on pace to hit all sales revenue targets YTD. • Analyze user behavior and customer service /sales KPI’s (CSAT, revenue, UPT, CVR, AOV, CLV, product performance, persona behavior, etc.). Goal was to identify potential trend changes in the market, identify potential client target accounts to focus on, as well as areas of improvement for customer service platform. At the end we were able to use this data and suggestions to confirm and align to the overall business strategy post Covid- 19. • Redefine first contact protocols and optimized inboxes resulting in a 10% increase in conversion rate, a 22% reduction in support ticket volume. • Account management of North America clientele which includes 285 high profile company accounts (B2B) and 2,300 individual accounts (B2C). • Cultivate relationships with key decision makers such as engineers, CEO’s, buyers, project managers from C-Level manufacturing, automotive, tech, aerospace, healthcare, automation enterprises to proactively present sliding solutions for their specific application. • Manage and solve 4,000+ monthly tickets via Zendesk (tech support, warranty, return authorization, product solution, consultative selling etc.) • Actively qualify 600+ new leads monthly via phone cold calling and email, generated from our CRM (Zendesk & SugarCRM), 3rd party lead service generator, internal marketing campaigns, and individual sales prospecting & networking (LinkedIn), resulted in approx. $1M in sales. • Create client proposals, product recommendations and estimates designed to meet each client’s application and objective with business development in mind. • Report and analyze quarterly KPI’s for new and existing business analysis to determine the value of each relationship to the organization. • Coordinate with executive management, marketing, social media and sales team to provide new market developments, customer behavior and outcomes, new product suggestions and sales feedback to support future campaigns and forecasting that align with overall business strategy goals. • Understand product and service benefits on 704 product SKU’s. Product knowledge expert on sliding hardware in custom applications across 14 different market sectors.