GUADALUPE FLORES

34228, Durango Mexico | 6181711197 | gefp41@gmail.com

Professional Summary
Hardworking Bilingual Customer Service Agent gifted at lead generation and efficiently resolving customer issues.
Engaging and personable to increase business opportunities through outstanding client presentations, effective
communication skills and a dedication to exceeding customer needs.

Skills
● New account creation ● Relationship building and management
● Customer Service experienced ● Cold calling skills
● Call center knowledge ● Upselling
● Account verification ● Account servicing skills
● National accounts ● Coordinating documents
● Product and service sales ● Sales expertise
● Outbound telephone marketing ● Cost reviewing
● Database Management

Work History
Account Manager's Assistant 02/2003 to 08/2006
CDW (Computer Discount Warehouse) – Mundelein , United States
supporting CDW Account Managers with technical presales questions on a specifically assigned vendor partner
while conducting proactive activities to increase sales. Partner Specialists will have direct day-to-day contact with
CDW Account Managers and engagement with customers, also responsible for educating Account Managers on the
technologies and resources available to them for their assigned vendor partner.
* Collaborate with the Partner and Product Management, Inside Sales and Field Sales teams to build out a
go-to-market strategy, deliver value proposition and increase sales within target accounts
* Consult with the Sales team, providing renewal quotes, overcoming objections, and adjusting proposal as required
to ensure the best solution is presented to the customer
* Collaborate on sales strategies and coordinate quotes and sales opportunities with Sales teams in an effort to drive
renewal rate
* Identify key individual decision-makers and customer targets and liaison with sales to uncover opportunities with
customers
* Build market awareness of CDW and our partner business through participation in local/regional industry events,
organizations, and affiliations
* Own end-to-end support of customers going through reviews, ensuring prompt review and closure of cases, in
tight alignment with our partner

Customer Service Representative Agent 03/1997 to 01/2003

ValueCom – Vernon Hills , united states
● Answer incoming calls and respond to customer's emails
● Management and resolve customer complaints
● Sell products and place customer orders in the computer system
● Identify and escalate issues to supervisors
● Provide product and service information to customers
● Research required information using available resources
● Research, identify, and resolve customer complaints using applicable software
● Process orders, forms, and application
● Route calls to appropriate resources
● Document all call information according to standard operating procedures
● Recognize, document, and alert the management team of trends in customer calls
● Follow up customer calls where necessary
 ● Upsell products and services
● Complete call logs and reports

Customer Sales Associate 01/1995 to 01/1997

Sears – Vernon Hills , united States
● Offered each customer top-notch, personal service to boost sales and customer satisfaction.
● Supported efficient and timely replenishment of sales floor merchandise.
● Volunteered for extra shifts during holidays and other busy periods to alleviate staffing shortages.
● Maintained clean sales floor and straightened and faced merchandise.
● Trained new associates on cash register operations, conducting customer transactions and balancing drawer.
● Issued receipts and processed refunds, credits or exchanges.
● Logged reports, expenses, receipts and sales documents into digital database.
● Answered questions about store policies and addressed customer concerns.
● Informed customers of current store promotions to encourage additional sales purchases.
● Spoke to customers in native language to increase loyalty and establish relationships.
● Promoted warranty sales, loyalty rewards and more.
● Helped customers complete purchases, locate items and join reward programs.

Education
Associate of Arts: Administrative Assistance and Secretarial Science 07/2013
Universidad Juarez Del Estado De Durango - Durango Mexico

High School Diploma 06/1997

Mundelein High School - Mundelein Illinois

Languages
Spanish: Native language
English: B2

Upper intermediate