Armando Lucero Jr.
Oceanside,CA
Summary
Achieved high customer satisfaction ratings through proactive service and support. Drove sales growth by implementing effective customer engagement strategies. Enhanced team performance by mentoring and training new staff members.
Overview
23
23
years of professional experience
Work History
Inbound Sales Representative
Spectrum
04.2025 - Current
- Defined and executed role responsibilities to ensure team alignment and operational efficiency.
- Elevated customer experience through professional and courteous interactions.
- Executed sales strategies for spectrum products and services to drive revenue growth.
- Engineered customer-centric solutions through comprehensive needs assessment and product benefit articulation.
- Oversaw high volume of inbound inquiries from current and prospective customers.
- Employed a consultative sales approach to effectively present tailored product and service bundles.
- Cultivated and enhanced relationships through active listening techniques.
- Oversaw meticulous documentation of all customer interactions to ensure data integrity.
- Served as product consultant, managing customer retention through proactive engagement during retention calls.
- Assisted customers with billing inquiries. Addressed concerns effectively. Maintained up-to-date knowledge of campaigns and pricing.
- Developed strong relationships with customers to understand their needs and provide tailored solutions.
- Consistently met or exceeded assigned sales quotas while maintaining excellent customer satisfaction ratings.
- Managed high call volume efficiently, maintaining a professional demeanor under pressure.
- Worked with multiple means of communication within fast-paced environment.
Customer Service
Advanced Diabetics Supplies (ADS)
Carlsbad, California
01.2020 - 02.2025
- Resolved client and patient inquiries, complaints, and requests with exceptional courtesy and professionalism.
- Developed in-depth expertise in all company products and services to facilitate cross-divisional collaboration.
- Accessed systems relevant to assigned tasks and skill set.
- Completed c/s documentation within 24 hours of service delivery as required. Assisted in ensuring all necessary documentation aligns with company guidelines.
- Developed and implemented strategies to enhance customer service effectiveness and quality.
- Handled inbound and outbound telephone inquiries to identify patient needs. Responded promptly to patient requests, questions, complaints, and concerns. Provided support to ensure patient satisfaction.
- Delivered accurate, timely, and satisfactory resolutions to patient complaints and concerns.
- Assisted customers in addressing concerns to maintain patient accounts. Provided alternative solutions to meet customer needs.
- Oversaw accurate updates and data entry of patient records in information systems, addressing service issues promptly.
- Upholds high standards of professionalism to guarantee accurate representation of advertisements.
- Facilitated interdepartmental collaboration to streamline patient processing and resolve patient issues.
- Ensured compliance with all policies and procedures to deliver exceptional customer and patient care.
- Demonstrated reliability by actively engaging with team members and providing constructive feedback to enhance processes and policies.
- Demonstrated commitment to and embodiment of organizational core values.
- Exceeded performance targets by consistently providing exceptional customer service experiences.
Collections Agent
Resolve
Carlsbad, California
10.2019 - 01.2020
- Assign repossession orders to various Repossession agencies.
- Took inbound calls from my queue.
- Data entry over 200 orders daily.
- Managed collections processes to recover outstanding debts efficiently.
- Utilized CRM software to track account statuses and customer interactions.
- Conducted negotiations with clients to establish payment plans and resolve disputes.
- Built rapport with customers by demonstrating understanding of their situation while seeking fair resolutions.
- Maintained high volume of calls and met demands of busy and productive group.
- Negotiated to collect balance in full.
- Achieved successful debt collection results by utilizing negotiation skills and developing customized payment plans.
- Exceeded monthly targets consistently as a result of strong negotiation skills combined with effective account management strategies.
- Delivered exceptional customer service on collection calls and maintained calm and professional demeanor.
- Worked in call center environment handling manual and automatically dialed outbound calls.
- Managed past due collection calls, skip tracing, outside collections agency coordination and litigation activities.
- Monitored customer accounts for payment delinquency and initiated collection efforts.
- Contacted customers to discuss past-due accounts and negotiated payment plans.
- Processed debtor payments and updated accounts to reflect new balance.
Lead Sales
Verizon Wireless
Kaneohe, Hawaii
08.2011 - 09.2019
- Provide customer service by greeting and assisting customers and responding to customer inquiries and complaints.
- Direct and supervise employees engaged in sales, inventory-taking, reconciling cash receipts, or in performing services for customers.
- Monitor sales activities to ensure that customers receive satisfactory service and quality goods.
- Inventory stock and reorder when inventory drops to a specified level.
- Instruct staff on how to handle difficult and complicated sales.
- Establish credit policies and operating procedures.
- Hire, train, and evaluate personnel in sales or marketing establishments, promoting or firing workers when appropriate.
- Assign employees to specific duties.
- Enforce safety, health, and security rules.
- Examine merchandise to ensure that it is correctly priced and displayed and that it functions as advertised.
- Perform work activities of subordinates, such as cleaning and organizing shelves and displays and selling merchandise.
- Establish and implement policies, goals, objectives, and procedures for their department.
- Examine products purchased for resale or received for storage to assess the condition of each product.
Customer Service
Time Warner Cable
09.2010 - 08.2011
- Confer with customers by telephone or in person to provide information about products or services, take or enter orders, cancel accounts, or obtain details of complaints.
- Keep records of customer interactions or transactions, recording details of inquiries, complaints, or comments, as well as actions taken.
- Check to ensure that appropriate changes were made to resolve customers problems.
- Resolve customers' service or billing complaints by performing activities such as exchanging merchandise, refunding money, or adjusting bills.
- Complete contract forms, prepare change of address records, or issue service discontinuance orders, using computers.
- Solicit sales of new or additional services or products.
- Adding new customer products into our systems like new cable boxes, channels, how many rooms with tv.
Sales Representative
Radio Shack
02.2003 - 09.2010
- Resolve customer complaints regarding sales and service. Greet customers and ascertain what each customer wants or needs
- Describe merchandise and explain use, operation, and care of merchandise to customers.
- Recommend, select, and help locate or obtain merchandise based on customer needs and desires.
- Answer questions regarding the store and its merchandise.
- Compute sales prices, total purchases and receive and process cash or credit payment.
- Prepare sales slips or sales contracts.
- Maintain knowledge of current sales and promotions, policies regarding payment and exchanges, and security practices.
- Open and close cash registers, performing tasks such as counting money, separating charge slips, coupons, and vouchers, balancing cash drawers, and making deposits.
- Prepare merchandise for purchase or rental
- Watch for and recognize security risks and thefts and know how to prevent or handle these situations.
- Inventory stock and requisition new stock.
Education
High School Diploma -
Guam High School
GuamSkills
Customer relationship building
- High-volume inquiry handling
- Order processing
- High-volume call centers
- Goal oriented
- CRM software
- Positive attitude
- Multitasking capacity
- Teamwork and collaboration
- Attention to detail
- Multitasking Abilities
- Verbal and written communication
- Goal driven
Timeline
Inbound Sales Representative
Spectrum
04.2025 - Current
Customer Service
Advanced Diabetics Supplies (ADS)
01.2020 - 02.2025
Collections Agent
Resolve
10.2019 - 01.2020
Lead Sales
Verizon Wireless
08.2011 - 09.2019
Customer Service
Time Warner Cable
09.2010 - 08.2011
Sales Representative
Radio Shack
02.2003 - 09.2010
High School Diploma -
Guam High School