Luis Santillanes Resume
Luis D. Santillanes ------------ | ------------
STRENGTHS
? Corporate Training Experience ? Bilingual (Spanish) ? Cross-Functional Leadership
? Management Experience ? Vendor Relationship Management ? Coaching / Training / Mentoring
EXPERIENCE
Cresta
Sales Coach Remote
? Providing clients with feedback to areas of opportunities available to their teams to increase sales
? Creating training materials to assist Managers better understand the gaps that agents are demonstrating through their conversations
? Generate reports to provide insights into behaviors, behaviour changes that effect the ability of an agent's ability to close a sale
? Providing engineering team detailed information regarding bugs and testing to ensure UI is properly working for agents and coaching team
TTEC Tempe, AZ
Intuit Sales Delivery Manager II August 2016 to March 2018
? Training and Managing launch of multiple Outbound Sales Teams
? Designing training plans with internal and client training departments to condense curriculum by +50%
? Ensuring delivery of all contractual and quality service goals while exceeding revenue targets
? Providing analysis to marketing team and IT teams that have resulted in:
o Documenting $900,000 in undocumented sales
o Implementation of features to CRM
o Implementation of multiple sales teams to manage customers in specific sales funnel stage/product life-stage.
? Mentoring multiple sales managers within the Intuit program and for TTEC
? Managing a staff, hire, support, motivate, train and retain three teams concurrently
? Improved team’s performance 30% in first 3 months to align with key metrics
? Sales coaching assisted team in achieving $100,000 over forecast in January 2017
? Developed pipeline management process for two teams previously handling only inbound communications
? 2017 Q1 Manager of the Quarter and 2017 Q3 Manager of the Quarter Nominee
? Escalate system level issues to the appropriate systems/IT support/vendor team
? Continue to manage tasks previously assigned as a Team Leader/Assistant Trainer while managing 2 sales teams
Intuit Team Leader/Assistant Trainer October 2015 to August 2016
? Developing and Facilitating new hire training for 2-4 weeks including policy, process and products
? Coaching new hire agents during nesting week according to TTEC Circle Coaching strategy
? Providing ongoing coaching to agents across 4 LOB
? Advance! Management Training Graduate
? Trainees averaging 133% to goal within the nesting period with some agents achieving 150% to goal
? Creating training materials and job aids to be used by onshore and offshore agents
? SME contact for 40+ agents on multiple sales platforms across 4 LOB
? Assisting Managers with coaching and distribution of policy changes
? Assisting Managers with testing for potential new lines of business with client
Intuit Web Chat Sales Representative Tier II August 2014 to October 2015
? Consistently Top 3 in sales performance
? Mentoring and providing peer support
? Providing scripting for new hires to use
? Tier II SME
U.S. Army National Guard Phoenix, AZ
88M - Wheeled Vehicle Operator December 2013 to December 2017
? Ensuring proper procedures are followed while remaining adaptable
? Ongoing leadership training in various environments
? Ongoing resiliency training for helping peers cope in stressful situations
? Meeting difficult deadlines established by chain of command
Capitol Guard and Patrol Phoenix, AZ
Circle K Loss Prevention August 2011 to July 2013
? Provided on the job training and mentoring for new hires
? Special internal investigations team member monitoring 600+ Circle K Stores
? Assisted management with CrimeBusters Database
? Ensured time sensitive information was distributed to management or corresponding government agency
Universal Solutions HLDD, LLC Phoenix, AZ
Managing Partner September 2010 to June 2011
? Built, maintained and developed web site and customer database
? Engaged with partner client to develop strategies and established operating procedures
? Created marketing campaign for radio advertising
? Worked with business partners to ensure proper management of leads, new clients and existing clients
Luis D. Santillanes ------------ | ------------
STRENGTHS
? Corporate Training Experience ? Bilingual (Spanish) ? Cross-Functional Leadership
? Management Experience ? Vendor Relationship Management ? Coaching / Training / Mentoring
EXPERIENCE
Cresta
Sales Coach Remote
? Providing clients with feedback to areas of opportunities available to their teams to increase sales
? Creating training materials to assist Managers better understand the gaps that agents are demonstrating through their conversations
? Generate reports to provide insights into behaviors, behaviour changes that effect the ability of an agent's ability to close a sale
? Providing engineering team detailed information regarding bugs and testing to ensure UI is properly working for agents and coaching team
TTEC Tempe, AZ
Intuit Sales Delivery Manager II August 2016 to March 2018
? Training and Managing launch of multiple Outbound Sales Teams
? Designing training plans with internal and client training departments to condense curriculum by +50%
? Ensuring delivery of all contractual and quality service goals while exceeding revenue targets
? Providing analysis to marketing team and IT teams that have resulted in:
o Documenting $900,000 in undocumented sales
o Implementation of features to CRM
o Implementation of multiple sales teams to manage customers in specific sales funnel stage/product life-stage.
? Mentoring multiple sales managers within the Intuit program and for TTEC
? Managing a staff, hire, support, motivate, train and retain three teams concurrently
? Improved team’s performance 30% in first 3 months to align with key metrics
? Sales coaching assisted team in achieving $100,000 over forecast in January 2017
? Developed pipeline management process for two teams previously handling only inbound communications
? 2017 Q1 Manager of the Quarter and 2017 Q3 Manager of the Quarter Nominee
? Escalate system level issues to the appropriate systems/IT support/vendor team
? Continue to manage tasks previously assigned as a Team Leader/Assistant Trainer while managing 2 sales teams
Intuit Team Leader/Assistant Trainer October 2015 to August 2016
? Developing and Facilitating new hire training for 2-4 weeks including policy, process and products
? Coaching new hire agents during nesting week according to TTEC Circle Coaching strategy
? Providing ongoing coaching to agents across 4 LOB
? Advance! Management Training Graduate
? Trainees averaging 133% to goal within the nesting period with some agents achieving 150% to goal
? Creating training materials and job aids to be used by onshore and offshore agents
? SME contact for 40+ agents on multiple sales platforms across 4 LOB
? Assisting Managers with coaching and distribution of policy changes
? Assisting Managers with testing for potential new lines of business with client
Intuit Web Chat Sales Representative Tier II August 2014 to October 2015
? Consistently Top 3 in sales performance
? Mentoring and providing peer support
? Providing scripting for new hires to use
? Tier II SME
U.S. Army National Guard Phoenix, AZ
88M - Wheeled Vehicle Operator December 2013 to December 2017
? Ensuring proper procedures are followed while remaining adaptable
? Ongoing leadership training in various environments
? Ongoing resiliency training for helping peers cope in stressful situations
? Meeting difficult deadlines established by chain of command
Capitol Guard and Patrol Phoenix, AZ
Circle K Loss Prevention August 2011 to July 2013
? Provided on the job training and mentoring for new hires
? Special internal investigations team member monitoring 600+ Circle K Stores
? Assisted management with CrimeBusters Database
? Ensured time sensitive information was distributed to management or corresponding government agency
Universal Solutions HLDD, LLC Phoenix, AZ
Managing Partner September 2010 to June 2011
? Built, maintained and developed web site and customer database
? Engaged with partner client to develop strategies and established operating procedures
? Created marketing campaign for radio advertising
? Worked with business partners to ensure proper management of leads, new clients and existing clients