Alejandro Lemus
Toronto,ON
Summary
Inbound sales professional with 9+ years of experience in customer acquisition, lead qualification, and consultative discovery within high-volume call environments. Proven ability to convert inbound leads into qualified opportunities through objection handling, needs analysis, and CRM-driven pipeline management. Now transitioning into B2B SaaS Sales Development (SDR/BDR) with a strong, data-driven, and KPI-focused mindset.
Overview
11
11
years of professional experience
Work History
Team Leader
Propel Holdings
Toronto, ON
08.2024 - Current
- Coached and developed customer-facing representatives in high-volume call environments, improving call effectiveness and customer engagement.
- Analyzed performance metrics and call data to identify trends, optimize workflows, and support conversion-focused behaviors.
- Collaborated cross-functionally to align daily call activity and performance with KPIs and business objectives.
- Provided ongoing feedback to improve discovery conversations, objection handling, and call quality.
- Supported a performance-driven team culture focused on accountability and continuous improvement.
Subject Matter Expert
Propel Holdings
Toronto, ON
12.2021 - 07.2024
- Provided real-time support to call representatives, improving lead qualification, call flow, and customer outcomes.
- Delivered one-on-one coaching to reinforce effective discovery, objection handling, and value-based conversations.
- Identified and tracked key performance indicators (KPIs) to guide process improvements and team efficiency.
- Assisted management with workflow optimization and daily prioritization in KPI-driven environments.
- Acted as an escalation point for complex customer interactions, supporting retention and positive customer outcomes.
Quality Assurance Representative
Propel Holdings
Toronto, ON
12.2019 - 12.2021
- Conducted call audits to evaluate communication effectiveness, discovery quality, and compliance standards.
- Participated in calibration sessions with cross-functional stakeholders to align call quality benchmarks.
- Delivered actionable feedback to improve conversion-related behaviors, and customer engagement.
- Maintained detailed documentation and reporting to support performance tracking and continuous improvement.
- Processed ACH transactions and coordinated with financial institutions, ensuring accuracy and compliance.
Customer Service Representative
Propel Holdings
Toronto, ON
09.2019 - 12.2019
- Managed high-volume inbound and outbound calls while maintaining strong customer satisfaction.
- Handled objections and de-escalated concerns through consultative communication.
- Identified customer needs and provided tailored solutions, contributing to reduced complaints.
- Consistently met individual productivity and quality benchmarks in a fast-paced environment.
Appointment Center Representative
Business Understanding Business
WFH, WFH
03.2018 - 07.2019
- Conducted outbound calls to prospective customers, setting qualified appointments for dealership visits.
- Acted as the first point of contact, gathering information and qualifying leads prior to handoff.
- Updated CRM/database records with accurate prospect and activity information.
- Delivered daily performance and activity reports to management.
- Supported pipeline generation through consistent outbound outreach.
Customer Service Operator
Intuitive Solutions/Pizza Hut
Toronto, ON
11.2015 - 01.2018
- Handled high call volumes while upselling menu items, and guiding customer purchase decisions.
- Built rapport quickly to influence buying decisions, and increase order value.
- Processed debit and credit card payments accurately in a fast-paced environment.
- Delivered consistent service quality under time pressure.
Customer Service & Sales Representative
Sykes (AT&T)
San Jose , Costa Rica
04.2015 - 02.2016
- Managed inbound customer calls while actively selling AT&T wireless lines, mobile devices, and home services, including internet and cable.
- Conducted needs discovery to identify upsell and cross-sell opportunities based on customer usage and preferences.
- Handled objections related to pricing, contracts, and service coverage to successfully close additional services.
- Met and tracked sales and conversion KPIs in a structured, performance-driven environment.
- Maintained accurate CRM and account documentation following each customer interaction.
- Balanced customer satisfaction with revenue generation in high-volume call environments.
Education
Training Diploma in Theoretical Aviation Course
IFA - Instituto De Formación Aeronáutica
San Jose, Costa RicaHigh School Diploma -
Liceo Jose Joaquín Vargas Calvo
San Pedro De Montes De Oca, Costa RicaSkills
Inbound lead qualification
High-volume calling
Consultative discovery
Objection handling
CRM documentation
Pipeline support
KPI-driven performance
Call analysis
Conversion optimization
Active listening
Rapport building
Time management
Coachability
Bilingual: English & Spanish
Timeline
Team Leader
Propel Holdings
08.2024 - Current
Subject Matter Expert
Propel Holdings
12.2021 - 07.2024
Quality Assurance Representative
Propel Holdings
12.2019 - 12.2021
Customer Service Representative
Propel Holdings
09.2019 - 12.2019
Appointment Center Representative
Business Understanding Business
03.2018 - 07.2019
Customer Service Operator
Intuitive Solutions/Pizza Hut
11.2015 - 01.2018
Customer Service & Sales Representative
Sykes (AT&T)
04.2015 - 02.2016
Training Diploma in Theoretical Aviation Course
IFA - Instituto De Formación Aeronáutica
High School Diploma -
Liceo Jose Joaquín Vargas Calvo