JMJulio Monterrey
@juliomonterrey
Experienced sales manager with over 20 years in customer service.
NicaraguaWhat I'm looking for
With over 20 years of experience in the Call Center Industry, I have honed my skills in sales management and customer service across various roles and companies. My journey has taken me from being a Sales Manager for major US companies like Sprint and Capital One to working with law firms in the US, handling immigration and personal injury cases. I pride myself on my ability to lead large teams, focusing on the critical aspects of people, process, and product to drive success.
Throughout my career, I have consistently achieved high performance metrics and have been recognized for my leadership capabilities. At Stream Global Services, I transformed my team into a top-performing unit, with 45% of my sales agents receiving promotions during my tenure. My experience as a freelancer on Upwork has further diversified my skill set, allowing me to work with clients in various fields while maintaining a strong focus on customer service, team management, and quality assurance.
Experience
Work history, roles, and key accomplishments
Freelancer
Upwork
Jan 2018 - Present (7 years 5 months)
Over 7 years of experience working with clients in customer service, team management, training, quality assurance, legal processes, document review, and management.
Senior Team Leader
SPi Global Nicaragua
Dec 2014 - Feb 2021 (6 years 2 months)
Managed a team of 15 back-office agents, overseeing daily/weekly goals, metrics, QA processes, and general management tasks.
Customer Service Representative
Sitel Nicaragua
Sep 2013 - Sep 2014 (1 year)
Handled personal credit card accounts and customer service for Capital One Bank, promoted to Internal Mentor.
Team Leader
Stream Global Services
Dec 2008 - Nov 2011 (2 years 11 months)
Managed a team of 12 sales support specialists, achieving top performance and promoting 45% of agents during tenure.
Customer Service Agent
Envíos Mundiales Nicaragua
Mar 2006 - Jan 2008 (1 year 10 months)
Provided customer service for money transfers from the US to Mexico, later promoted to Workforce Analyst and Shift Manager Assistant.
Sales Manager Assistant
Distribuidora Refanic
Jun 2003 - May 2005 (1 year 11 months)
Assisted the Sales Manager in creating new techniques and managed the Telemarketing department.
Quality Analyst
Laboratorios Menarini
Nov 2001 - May 2003 (1 year 6 months)
Responsible for making phone calls to sell medical supplies and promoted to internal Quality Analyst.
Education
Degrees, certifications, and relevant coursework
Universidad Hispanoamericana
Bachelor's Degree, Marketing
2009 - 2012
Completed the third year of studies in Marketing, focusing on various aspects of marketing strategies and consumer behavior.
Colegio Maria Auxiliadora
Bachelor's Degree
1996 - 2000
Achieved a Bachelor Degree, which provided foundational education and skills necessary for further studies and professional development.
Colegio Maria Auxiliadora
Middle School Diploma
1989 - 1995
Obtained a Middle School Diploma, completing essential education that prepared for higher academic pursuits.
Tech stack
Software and tools used professionally
Availability
Location
NicaraguaAuthorized to work in
Job categories
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