Juan Masis Galo

Juan Antonio Masis Galo Digital Marketer & Customer Relationship Expert E-mail:- Phone:- Skype: Juanmasisdrv A well-accomplished & performance-driven seasoned Customer Relationship Expert/Digital Marketer Professional rendering customer management services for the organization, its employees, clients, reputation, assets, and interest of all stakeholders with distinguished +17 years of experience in leading and directing profitable expansions, dynamic changes, & digital marketing while ensuring regulatory compliance. Experience 02-2022 -- 4-2023 Sales & Customer Service Representative (Work from Home Position) PARICUS, JACKSONVILLE, FLORIDA • • • • As a Customer Services Representative, I have to take calls and resolve any problem or issue that the customers have. Worked on customer relationship management (CRM), provided continuous and in-time guidance, and contributed to the uninterrupted sales process.. Developed and audited all the incoming calls, programs, initiatives, campaigns, and reporting system metrics for optimal efficiency. Assisted the management in expanding their marketing reach internationally, devised strategies for brand awareness, and launched product knowledge with varying levels of benefits within each product. 07-2020 – 07-2021 Sales & Customer Service Representative Group NOA International • Worked on customer relationship management (CRM), provided continuous and in-time guidance, and contributed to the uninterrupted sales process. • Worked closely with clients to design and craft planning related to weekly and monthly financial strategies to meet their end goals. • Assisted the management in expanding their marketing reach internationally, devised strategies for brand awareness, and launched product knowledge with varying levels of benefits within each product. Provided resilience financial expert opinion to clients and equipped them with real-time scenarios to make and implement better decisions. • 07-2018 – 06-2020 Sales Manager at Canton Ma Restaurant, Managua, Nicaragua • Handled customer issues & queries, enabled a mechanism to support timely and effective conflict resolution processes and nextlevel client satisfaction • Conducted business reviews using CRM and practiced a competition-oriented environment to take strategic steps. • Overseeing the relationship process with customers made by our team and keeping customers in updating queue to increase sales. • • • Coached employees in formulating new and novel ways to strengthen selling methods, increase customer satisfaction levels, and encouraged cross-selling to drive revenue. Managed recruitment process, used effective ways of hiring top-notch and highly skilled resources, and engaged them in the best learning intra-organization strategies, procedures, and sales strategies. Gained exhaustive and in-depth knowledge of the regulatory environment and made procurement adjustments to meet safe operational objectives. 01-2016 – 01-2019 Sales and Customer Services Agent at Great Virtual Works (Work at Home Job). • Provide guidance and advice to customers, geared towards the usage of internal integrated tools & solutions supported under the Healthcare and solutions that the company offers. • Create and design weekly and monthly Business reviews and present them to clients including status reports, procurements subsidies, risk assessments, and ROI reports. • Engaged with customer service, proficient in the business process and technology so that the important instructions and deliverables with corresponding technical teams. • Conducted comprehensive policy and compliance audits, which included liaising with internal and external auditors to ensure transparency. • Establish and quantify the organization's 'sale risk appetite' and horizon scan to increase awareness of risks affecting the business. 09-2017 – 06-2018 on site) Managua Quality Analyst & Customer Services at Remitly, (Money Transfer Call Center • Developed and audited all the incoming calls, programs, initiatives, campaigns, and reporting system metrics for optimal efficiency. • Monitored call best procedures and verified the performance of agents with their assigned goals according to established item specifications and protocols. • Gave an opportunity to all clients to write their opinion and feedback about our agents, their behavior, the way in which they addressed the problem, and the time taken to resolve a particular problem or query. • Interrupted calls results by comparing to established specifications and control limits, making implementable recommendations to the agents. • Helping the record number of customers daily with an ideal team. We have implemented new strategies, like group counseling, and dividing man-power teams according to their desired objectives to maximize the throughput. • Responded back to customer needs through competent services, prompt problem-solving, and assisted specially customers with order sales. • Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions. - – 06-2017 Managua • • • • • • Quality Analyst & Customer Services at SITEL, (Call Center in Business Process Outsourcing) Worked on new strategies, procedures, and best practices and applied them to daily tasks to improve efficiency and productivity. Demonstrated professionalism, respect, friendliness, and willingness to resolve product issues and track progress. Gave my services with flexible working hours. We have managed uninterrupted customer care 24/7 by working in the morning. night, weekend, and holiday shifts. Rendered auditing services to assist calling infrastructure and revisited standard metrics and goals for optimal efficiency. As a Quality Assurance Analyst interpreted call results by comparing them to established specifications and control limits. Route calls to other team members whenever needed, reported on customer feedback, and maintained weekly and monthly call records. 10-2013 – 10-2014 Customer Service Agent at Accedo Technologies, Managua, Nicaragua • • • Demonstrated high attention to detail, organization, and management of multiple tasks and projects simultaneously. Evaluated customer information to explore issues, develop potential solutions and maintain high-quality service. Educated clients on account services and resolved client inquiries regarding statement information and account balances. • • Maintain a calm and courteous manner at all times to de-escalate undesired situations. Provide and respond to feedback about any aspect of the job and gave suggestions to clients according to their requests and needs. 09-2010 – 02-2013 Guest Service Associate at Norwegian Cruise Line • Greeted visitors and customers upon arrival, offered assistance and answered questions to build a better image of the customer relationship. • • • Oversaw front desk operations with an eye for hotel reputation, staff productivity, and operational efficiency. Resolved guest issues with rooms or reservations with knowledgeable and friendly service. Being as a source of information to guests on various matters such as transport and restaurant advice. 08-2008 – 07-2010 Santa Fe Sales Supervisor at Real Estate and Construction • • Effectively coached team members to reach weekly and monthly Sales goals Offered hands-on assistance to customers, assessing needs and maintaining current knowledge of consumer preferences • • Oversaw employee performance, corrected problems, and increased efficiency to maintain productivity targets Research potential leads from business directories, web searches, and digital resources, hire, and train new sales representatives. • Promoted exceptional customer service by engaging clients on the sales floor. 02-2005 – 01-2007 • • • International Policy Analyst at Ministry of Foreign Affairs of Nicaragua Adapted quickly to changing project priorities and job specifications through Kept detailed notes of all correspondence with superiors and updated details to our superiors Served as point of contact for institutions and Ministers regarding follow-up, meeting scheduling, and responses. Education • • • Advanced Digital Marketing . Udemy. Issue June 2022. • Ultimate SEO Specialization 2022-WordPress. Udemy, Issue August 2022. • Completion Certificate for Foundations of Digital Marketing and E-Commerce Coursera, Issue August 2022 • Completion Certificate for Foundations of Digital Marketing and E-Commerce Coursera, issue September 2022. • MBA – International Relationships with Enphasis in Marketing Catholic University “Redemptoris Mater” Nicaragua Managua, Nicaragua, 2002. Shopify Aliexpress Dropship Course. Udemy. Issue July 2022. References Dr. Aldo Chow How Divino Niño Clinic's Owner, Nicaragua Contact:-,-. Bishop, Reynaldo Artola Santiago Gonzalez Parish priest of the Catholic Church of Siuna, Nicaragua.. Executive of International Care, Nicaragua. Contact:-,-. Contact:-.