Shaira Correa
SALES | ACCOUNT MANAGEMENT | CUSTOMER SERVICE
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Sobre mí
Expertise in customer service, sales, employee development and relationship management to drive client retention, referrals, and sustainable business growth. Mentor and empower teams through targeted development initiatives that prepare employees for expanded responsibilities and leadership roles. Implement innovative, results-driven solutions to overcome challenges in dynamic environments.
Recognized for a competitive mindset, relationship-focused approach, and proactive leadership style that consistently delivers results.
Experiencia
Telesales Inbound Coordinator - DIRECTV Puerto Rico - Puerto Rico
(2008-01 - 2025-01)
Led internal inbound telesales operations and managed external authorized dealer teams. Monitored call quality, discipline, performance, metrics, and achievement of sales targets. Served as the main liaison between the company and authorized dealers.
Managed up to seven sales teams, ensuring alignment with company goals and KPIs. Analyzed sales performance, identified lost-sale drivers, and forecasted results and targets. Conducted weekly performance meetings with dealer owners and ensured customer satisfaction.
- Enhanced Sales Process Performance: Improved sales process evaluation scores from 85% to 95% by analyzing performance data, identifying gaps, and implementing best practices from top-performing representatives.
- Developed High-Impact Training Programs: Designed and delivered comprehensive product and sales training for new hires, increasing early-stage performance, confidence, and overall onboarding effectiveness.
- Optimized Order Tracking & Installation Rates: Implemented a structured tracking system for pending installations, boosting completion rates from 70% to 90–95% monthly and improving overall operational efficiency.
- Strengthened Dealer Partnerships & KPI Accountability: Led weekly KPI review meetings with dealer owners, driving improved team productivity and profitability while fostering strong, transparent business relationships.
Customer Service Representative - DIRECTV Puerto Rico
Claims Agent - DIRECTV Puerto Rico
Educación
Bachelor in Business Administration - Management - Universidad de Puerto Rico
