Jose Ernesto Valladares Ramos
San Pedro Sula
Summary
Customer service and technical support professional with 9+ years in the BPO industry, combining strong sales expertise with proven team leadership. Experienced in consultative selling, upselling, and B2B cold calling, with recognition for driving a 20% team sales increase and sustaining growth. Skilled at coaching agents, improving performance, and building client relationships through empathy, adaptability, and a customer-centric approach. Focused on delivering results while fostering team success and long-term client satisfaction.
Overview
11
11
years of professional experience
1
1
Certification
Work History
Team Manager
Concentrix S.A
Honduras
12.2013 - 03.2023
- Startes as a Customer Service Representative working for the Cricket Wireless campaing from December 2013 until May 2014.
- On May 2014, I moved to the next position, Senior Customer Service Representative until May 2015 following up on Team Manager's coaching sessions, supporting the production floor, taking escalations and working Cases.
- On May 2015 I moved to the Team Manager's position until now. On this roll I lead teams on achivieng goals, coaching and accountability with the agents under my hierarchy working side by side to see the account successfull. Handeling payroll, Quality Evaluations and ensuring my agents have the resources needed to succeed in the account.
Sales Representative
KM2 Solutions
Honduras
02.2012 - 09.2012
- Represented third-party campaigns selling Cable, Internet, and Phone services for major providers including Comcast, Time Warner Cable, Cox Communications, Insight, Brighthouse, and Optimum.
- Conducted B2B cold calling and appointment setting, engaging decision-makers to expand market reach and secure new business opportunities.
- Applied upselling techniques to maximize revenue by promoting bundled services and premium packages.
- Delivered persuasive sales presentations and consistently exceeded individual and team sales targets.
- Recognized during Q1 for increasing team sales by 20% and sustaining this growth throughout tenure.
- Maintained a customer-centric approach, ensuring clear communication and tailored solutions to client needs.
Education
Primary School Diploma -
Escuela Internacional La Lima
01-2006
High School Diploma - undefined
Instituto Guadalupano
La Lima01-2011
High School - undefined
Discovery School
El Progreso01-2010
Skills
- Upselling and cross-selling
- Cold calling and appointment setting
- Consultative selling
- Relationship building and client retention
- Performance management
- Strategic planning and goal setting
Certification
- CLC 1 Certification, Concentrix Leaders as Coaches Certification of effective coaching and accountability.
- CLC 2 Certification, Second part of Concentrix Leaders as Coaches Certification of effective coaching and accountability.
- LEAP Certification, Leap: 'Leadership, Execution, Accountability, Performance', AT&T certification on effective coaching and accountability.
- LA Certification, LA: Leadership Academy, AT&T certification on effective coaching and accountability.
Timeline
Team Manager
Concentrix S.A
12.2013 - 03.2023
Sales Representative
KM2 Solutions
02.2012 - 09.2012
High School Diploma - undefined
Instituto Guadalupano
High School - undefined
Discovery School
Primary School Diploma -
Escuela Internacional La Lima
Personal Information
Title: Customer Service & Technical Support Specialist