Jose Camilo Castro Hernandez

Sales Operations Leader

Million and Up

Jul 2023 - Current (1 year 11 months)

Call Center Manager

SamXLabs

May 2022 - Jul 2023 (1 year 3 months)

• Hire, train and develop a qualified and successful team of 20+ associates on consultative sales strategies, customer relationship management and product knowledge, bringing in $90,000+ USD of new revenue monthly. • Increased sales revenue by 18% with new business-oriented consultative sales strategies, over the course of 1 year. • Enhanced monthly sign-up rates by 30% in 6 months, by strengthening the phone-based Lead Qualification process.

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Assoc. Manager – Account Management

GoDaddy, Sutherland Global Services

May 2018 - May 2022 (4 years 1 month)

• Led and developed a team of 20+ Business Consultants focused on SaaS Consultative Sales and Technical Support for SMBs across LATAM, US and Canada markets, in addition to overseeing a staff of 100+ associates. • Partnered with departments such as Quality Assurance, Training and Business Intelligence to deploy a strategic Sales and Support Action Plan which resulted in a 9.8% Average Revenue increase during FY20. • Developed new leaders within the operation through continuous actionable feedback, coaching and training on leadership skills, resulting in promotion of 75% of the original team to management, quality and training positions. • Conducted Weekly Business Reviews for senior managers, elaborating and presenting detailed reports u

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Subject Matter Expert

Sutherland Global Services, AT & T Uverse - Sutherland Global Services, AT&T Mobile Tel

Aug 2017 - May 2018 (10 months)

• Collaborated with team managers in coaching and developing sales and retention skills, assessing and providing feedback on 40+ customer interactions monthly, contributing to revenue increase with consultative sales strategies. • Partnered with service delivery managers to revitalize issue resolution strategy, decreasing AHT by 11% MoM. • Supported the creation of SOPs focused on improving efficiency and customer experience, which increased by 8% .

Customer Support Supervisor

Cricket Wireless, Teleperfomance

Mar 2016 - Jul 2017 (1 year 5 months)

• Managed a team of 20+ Tech Support and Sales Specialists in Wireless Telecommunications Industry. • Coached team members around technical resolution and customer experience, maintaining 110%+ NPS attainment. • Drove Operation's KPIs such as Average Handle Time, Productivity, Quality and Customer Experience, meeting consistently our Service Level Agreements (SLAs) with an average combined attainment of 107% . • Collaborated with WFM to reorganize operation's schedules while maintaining the team's performance and morale, improving utilization and productivity by 14% .

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Sales and Support Representative

AT&T Mobile Tel, Concentrix

Jun 2015 - Sep 2015 (4 months)

Sales Representative

Tejidos LAV S.A

Aug 2010 - Jan 2015 (4 years 6 months)

Jose Camilo Castro Hernandez

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Jose's behavioral traits
Jose's likely patterns of behavior, thought, values, and emotion. Based on the HEXACO model, OCP instrument, and Torre’s own research.