EMAcerca de Edward
Bilingual Sales & Customer Success Specialist with 8+ years of experience, including leadership as Retention Team Lead for SMS lifecycle programs. Specializing in driving renewals, upsells, and winbacks across SMS, chat, and email. At Hawx, led SMS retention strategy and coached a team of 35 reps, achieving a 12% QoQ lift in renewals, +22%
reply-to-conversion rate, 92% CSAT, and +45 NPS. Expert in A/B testing, objection handling, and KPI management. Power user of Salesforce, Zendesk, Outreach, RingCentral, and Excel/Google Sheets. Fully bilingual (English/Spanish).
Español
Bilingüe o nativo
Inglés
Competencia profesional completa
Solo teletrabajo
Lleva a cabo sus proyectos principalmente en remoto
Experiencia
- Hawx Pest ControlRETENTION TEAM LEAD (SMS PROGRAM)junio de 2024 - julio de 2025 (1 año y 1 mes)
- Owned SMS retention program for contract renewals and winbacks; increased renewal rate by 12% QoQ and reduced churn by 4 pts.
- Designed and A/B tested targeted message templates and cadences, lifting reply-to-conversion by 22%.
- Coached 35 reps on negotiation, objection handling, and KPI hygiene, improving team productivity by 18%.
- Manage real-time chat escalations; raise CSAT to 92% /NPS to +45 through faster time to first response and clear resolution paths.
- Partnered with sales/ops to align campaigns to seasonality and KPIs.
- DoordashSALES EXECUTIVEdiciembre de 2022 - diciembre de 2023 (1 año)
- Identified, contacted, and qualified high-value merchants and key decision-makers in the food service industry.
- Focused on acquiring top local and regional restaurants to join the DoorDash platform, managing the full deal transaction cycle.
- Presented and sold sponsored ads and promotional opportunities to restaurant partners to help maximise their visibility and revenue.
- Played a strategic role in expanding market presence by onboarding high-impact restaurant partners.
- Financial MatchSALES CLOSER SPECIALISTmayo de 2023 - noviembre de 2023 (6 meses)
- As a Sales and Closing Specialist, my job was to pre-qualify business owners affected by the pandemic, help them obtain a refund through the ERC (Employee Retention Credit) programme, and then submit their application to the IRS.
- Guided clients through the ERC application process, ensuring compliance with IRS requirements.
- Delivered high-quality customer service by clearly explaining programme benefits and assisting with documentation.
- Played a key role in helping businesses secure financial relief during challenging economic times.
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Formación
- Appointment Setter: Appointment Setter Conversionly2023Appointment Setter: Appointment Setter Conversionly
- Coaching EducativoAMAUTA2023Coaching Educativo
Conjunto de habilidades profesionales
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