Nicolas Martinez Keidong

Nicolas Martinez Keidong --(Willing to relocate. I can pay my expenses) PROFESSIONAL SUMMARY Over 10 years of sales and customer service experience. Ability to quickly and accurately learn various forms of technology, software, and processes. Dedicated, organized, teamwork oriented and able to serve Spanish speaking customers. WORK EXPERIENCE Business-to-business Expert (Regional) Jul 2018 – Dec 2020 Hilti Mexicana de SA de CV • Mexico City Increase the channel share, net sales, and participation of the eB2B channel in Latin America. Developed new marketing materials, new business strategies, and new trainings. Manage, maintain, and improve eB2B data quality operations (electronic catalogs, SAP master data). Perform the Administrator roles of all Hilti eMarketplace customer relationships and eB2B customer engagements. Coordinate with the global eB2B team to handle project go lives and change management within the Customer Service channel and other areas. Partnership with business and other cross-functional teams to ensure integrated objectives are met in a timely and cost-effective manner. Creation and follow-up of service tickets to resolve technical issues. Configuration and implementations of Hilti eB2B portfolio solutions. Supervise that the review process and B2B orders are proactively reviewed by the Customer Service Team. Also, the properly registration and updating of electronic catalogs. Reporting (Creation and distribution).  o Implementation of two new markets (México and Argentina), and re-lauching a Market that was shut down (Brazil). o Successfully implementation of four new solutions from the global portfolio (IQC, HeDA, EDI, Punchout) for Chile, Argentina, Brazil and Mexico. o Close of 2019 with +32% net sales (5.1 million swiss francs), and +45% orders through eB2B channel versus previous year.o Development and implementation of a new role within the CS team, the Digital Specialist.o Definition and creation of the operative manuals and processes for training and channel operation (more than 20). Decreasing the training time for new team members to the channel, from months to a couple of weeks. Customer Service Representative.Apr 2014 - Jul 2018 Hilti Mexicana de SA de CV - Hilti Chile • Mexico Cityand Santiago Answered inbound calls and chat to assist customers with technical and general applications. Assisting with the preparation and testing scenarios for the upgrade of SAP R3 to SAP S/4 HANA. Developed effective professional phone selling technique with potential buyers Processing PO entry, quotations and service tickets to repair. Promote the different channels and proposal value of the brand. Coordinate customer needs like field visit, tool demonstrations, others. o Teach the Customer Service team (6 people) about the Chilean market, particularities, and processes. o Extra mile award, Q1 2018. o Constantly exceeding the established KPI (Activities per day, first contact solution, others). o Occasionally supporting to other areas like Warehouse, Hilti Store and Marketing (Pricing). Pro Shop SalesmanApr 2013 - May 2014 Hilti Chile • Santiago Brand positioning inside retail stores (Like Home Depot.) Explain equipment operation, maintenance details, and general applications. Greeted every customer with a smile, friendly conversation, offer of assistance to enhance customer and buying experience, and generate cross-selling. Equipment and consumables sales for rental and pro services areas. Demostration of products for the VIP customer of the stores. o Implementation of two new stores, coordinating with logistic team, layout stores, product stock, etc. Salesman2011 - 2013 ISESA SA • Santiago https://www.isesa.cl/ Salesman / Stock clerk2010 - 2012 Einhell Chile • Santiago https://www.einhell.cl/ Salesman hardware store2009 - 2010 Cencosud S.A. (Easy) • Santiago https://www.easy.cl/tienda/ EDUCATION (Unfinished) Business Administration in Marketing2017 - 2017 DUOC UC • Santiago, Chile SKILLS Working with others. Problem-solving. Workflow optimization. Digital business. Analytical and research skills. Adaptability to change. Multicultural awareness. Quick learner. Customer Service. Sales. MS Office (Word, Powerpoint, Excel, PowerBI) SAP S/4 Hana. COURSES Harvard Manage Mentor (Online) - Business Case Development. Harvard Manage Mentor (Online) - Coaching. Harvard Manage Mentor (Online) - Feedback Essentials. Fundamentals of sales management (Hilti). REFERENCES References available on request.