Hugo Ricardo Alonso Gonzalez
Contact Center Experience
Guatemala City,GU
Summary
Proven leader in sales, collections and data analysis, excelling at client relationship management. Skilled in MS Excel and effective staff management, my approach consistently delivers tangible results and client satisfaction. Driven to think out of the box and problem solving. Excellent personal relations and leadership capability.
Overview
21
21
years of professional experience
Work History
Sales Manager
Allied Global Guatemala
01.2022 - 04.2024
- Handled customer relations issues, enabling quick resolution, and client satisfaction.
- Increased sales revenue by developing and implementing effective sales strategies.
- Led a successful sales team by providing motivational coaching and performance-based incentives.
- Organized regular sales meetings to review progress, share best practices, and set achievable targets for continued success.
- Conducted team meetings to reinforce goals and objectives and set clear expectations about policies and procedures.
Sales Trainer
Allied Global Guatemala
01.2021 - 01.2022
- Assessed training program effectiveness on regular basis and improved upon deficient areas.
- Optimized communication skills among sales staff through targeted training on active listening, empathy, and persuasion techniques.
- Developed and led group training courses to align with corporate sales and service goals.
- Designed and implemented sales training program and documentation.
- Reinforced key messages through multiple channels including presentations, case studies, group discussions, hands-on exercises, role-plays, and interactive simulations.
- Facilitated workshops focused on overcoming objections, closing deals, and building long-term client relationships.
Sales Supervisor
Allied Global Guatemala
01.2020 - 01.2022
- Achieved sales targets consistently through regular monitoring of team performance and adjusting strategies accordingly.
- Trained team members in successful strategies to meet operational and sales targets.
- Worked jointly with team members to assist with closing sales, cross-selling and upselling of products and services.
- Supervised staff successfully, utilizing effective communication and dynamic interpersonal skills.
- Organized weekly team meetings to discuss progress, challenges, and opportunities for growth.
Data Analyst (Automatic Dialer Specialist)
Allied Global Guatemala
03.2019 - 01.2020
- Produced monthly reports using advanced Excel spreadsheet functions and Power BI data modeling
- Used statistical methods to analyze data and generate useful business reports.
- Improved decision-making processes with accurate data analysis and visualization techniques.
- Participated in requirements meetings to understand business needs.
Team Leader, Sales Operations
Allied Global Guatemala
01.2018 - 03.2019
- Mentored junior team members, fostering a positive work environment that encouraged professional growth.
- Exceeded sales targets by motivating team members and providing ongoing coaching.
- Enhanced customer satisfaction through proactive problem-solving and consistent followup.
Sales Agent, Premium Account
Allied Global Guatemala
05.2017 - 01.2018
- Offered each customer top-notch, personal service to boost sales and customer satisfaction.
- Assisted call-in customers with questions and orders.
- Achieved top performer status within the company due to consistent high sales numbers.
Collections Supervisor
BAC Credomatic Guatemala
01.2010 - 02.2017
- Established performance metrics to evaluate team success and identify areas for improvement.
- Supervised teams of 15-25 Agents for Credit Card Collections Department, managing portfolio of approximately Q12MM.
- Data base segmentation based on different variables and indicators.
- Reinforcement of company policies and periodic meetings to inform and update on performance.
Data Analyst
BAC Credomatic Guatemala
01.2007 - 01.2010
- Automatic Dialer implementation for the first time in BAC Credomatic Guatemala.
- Real time reporting for managerial decision-making.
- Building reports and presentations for Upper management.
- Following up on Automatic Dialer Operation lounging.
- Technical support related communication with Dialer system supplier in Mexico city.
Cross Sales Agent
BAC Credomatic Guatemala
04.2003 - 01.2007
- Offered financial services and products such as credit card insurance, overfinancing packages, credit cards, S.O.S service packages, etc.
- Complied with sales metrics.
Education
High School Diploma -
Lehnsen School
Guatemala 05.2001 -
Business Administration (2 Years)
Unversidad Galileo
GuatemalaSkills
Sales Planning
Client Relationship Management
Sales Reporting
Staff Management
Power BI
MS Excel and office packages
Languages
English
Full Professional
Spanish
Native or Bilingual
Timeline
Sales Manager
Allied Global Guatemala
01.2022 - 04.2024
Sales Trainer
Allied Global Guatemala
01.2021 - 01.2022
Sales Supervisor
Allied Global Guatemala
01.2020 - 01.2022
Data Analyst (Automatic Dialer Specialist)
Allied Global Guatemala
03.2019 - 01.2020
Team Leader, Sales Operations
Allied Global Guatemala
01.2018 - 03.2019
Sales Agent, Premium Account
Allied Global Guatemala
05.2017 - 01.2018
Collections Supervisor
BAC Credomatic Guatemala
01.2010 - 02.2017
Data Analyst
BAC Credomatic Guatemala
01.2007 - 01.2010
Cross Sales Agent
BAC Credomatic Guatemala
04.2003 - 01.2007
High School Diploma -
Lehnsen School
05.2001 -
Business Administration (2 Years)
Unversidad Galileo