Sergio Alejandro

Worked as a sales agent handling inbound and outbound customer interactions, converting inquiries into sales through a consultative, needs-based approach. Regularly managed objections related to pricing, features, and policies while meeting sales, quality, and productivity KPIs in high-volume call center environments. Communicated effectively in English and Spanish, ensuring a positive customer experience while achieving consistent sales results.

Promoted to Sales Supervisor, leading and coaching sales agents to improve conversion rates, closing skills, and overall performance. Conducted performance reviews and coaching sessions focused on sales effectiveness and KPI achievement, while monitoring team results through sales, quality, and productivity metrics. Supported escalations, ensured compliance, and worked closely with operations and training teams to balance revenue growth with customer satisfaction.

“At Amazon I served as a Retail Escalations Support Specialist, owning the complex customer cases for North-America Retail. I averaged 20–30 critical tickets per shift, closed 98 % within the 24-hour SLA, and maintained a 90 %+ ‘no-reopen’ rate.

“As an Inbound Sales Development Representative at IGT Solutions, converting browsing callers into confirmed bookings at a 45+% close rate—5 pp above program target. I used consultative questioning to match guests with ideal properties, consistently upselling premium rooms & add-ons. While driving revenue, I kept AHT at 10 min (-12 % vs goal) and secured 94 % post-call CSAT, the top quartile of the floor.

Customer Support Specialist for a global hotel-booking app, I juggled multi-channel queues—chat, email, and phone—handling 30 - 40 guest inquiries per shift. I resolved booking issues, complaints, date changes, refunds, and overbooking cases with a 85% CSAT (10 points above target).

Currently working as an inbound sales agent handling high-intent calls from customers looking to purchase products and services. I convert customer needs into confirmed sales using a consultative, value-driven selling approach, consistently maintaining a conversion rate above 45%. My role involves selling complex, multi-component solutions, managing objections related to pricing and availability, and guiding customers through the full buying process while meeting sales, quality, and compliance KPIs in a fast-paced, revenue-driven environment. I communicate fluently in English with international customers, ensuring accuracy, clarity, and a strong customer experience.