Emmanuel Gutierrez

Experience

• 

  Synchrony

  Jun 2016 - now

  • Work directly with Client Leaders and General manager to drive SFE, which includes in-store trainings / webinars, interaction with corporate clients level to implement strategies to drive PLCC sales.• Own and manage a set of accounts known as Books of Business.• Assist with developing touch strategies to drive growth.• Uncover clients GAP and provide the FAB (Features, Advantages and Benefits).• Execute metric-driven disciplined account planning / management. • Support VP / SVP with partner strategy sessions and performance reviews.• Manage client initiatives, projects plan, execution, client communication focused on acquisition, activation, usage, and retention.• Perform ongoing client Audits to ensure compliant POS practices and advertising.• Translate "Voice of the customer" & "Voice of the Merchant" feedback into actionable insights.• Train new hires in store or through video conferencing device.• Attend and support client meetings. Show less Partner with Field Sales Managers (FSMs) and Sales Leaders to provide consultation, analytics, program awareness and reporting to the clients within the assigned territories/Books of Business to increase Applications, Sales and/or Engagement for the portfolio.• Own and manage a defined territory / set of accounts, known as Books of Business Multiple Industries.• Educating the Merchant on the core elements of our financing program.• Develop and maintain key external client relationships within all levels of the merchant’s organization.• Conduct outbound phone consultations with clients on assigned accounts to educate on the value of credit.• Establishing the value of our financing program in the mind of our Merchants through meaningful conversations.• Driving the Merchant's utilization of our financing program, helping them to grow their business.• Conduct train-the-trainer sessions with clients to ensure strong knowledge of the credit program, compliance requirements and campaigns via conference call and WebEx.• Support follow up training as required.• Coaching new Merchants on how to handle consumer hesitations & objections in their use of our financing programs.• Partner with Client Development/Sales Support to develop and deliver client reporting / analysis packages to all levels of merchant organization. • Receive and manage inbound calls from client contacts related to Marketing campaigns, training follow up, general program questions or client concerns. • Assist in client escalation and resolution processes. • Capture all client interactions in Salesforce.• Perform other duties and/or special projects as assigned- DPS Training (Dimensions of Professional Selling)• The Importance of LAER.• Identifying the GAP.• Providing the FAB.- Chevron's MPOS (Mobile Point of Sale) Project.• Digital Pilot Application Platform for Chevron.• Helped 300+ managers register to use their new Mobile POS.• Contributed with the growth of BoB Apps and Sales. Show less Senior Specialist, Recovery Operations, RemarketingSynchrony Financial | August 2017 - February 2021 | 3 years 6 months | Altamonte Springs, Florida• Manage inventory working with vendors / suppliers and moving units to Auction.• Handle escalated customer calls for repossessed collateral.• Track Sales Proceeds checks from Auction sales & report to leaders.• Travel to our live Auctions NPA & Manheim, greet vendors, and go over our inventory.• Manage inventory, days to sell, NADA recovery percentage & loss severity, quality, and phone metrics.• Manage Repo’d assets by working with Suppliers & Auctions to transport and maximum value.• Document our processes to calibrate and update job aids.• Track special or outlier accounts such as Redemptions and Reinstatements.• Ensure compliance with federal & state regulations, and internal policies & procedures.• Collaborate with peers sharing best practices to improve business processes.• Serve as subject matter expert for our team or other departments. Show less Bilingual Collections Representative For JCPennySynchrony Financial | June 2016 - July 2017 | 1 year 1 month | 965 Keller Rd Altamonte Springs, FL. 32714• Handled in/outbound calls surrounding consumer past due credit card accounts.• Set up payment arrangements to bring past due accounts current.• Educated our customers and team members.• Assisted and helped new employees to develop and adjust to changes within the company.• Identified and found ways to improve service (EVV).• Recognized with WOW calls for outstanding customers service, and for 100% quality for 6 months.• Floor walked and lead side by sides with new team members on the floor. Show less

  • AVP, Client Services Manager

    Jan 2023 - now

  • Client Services Manager Home & Auto

    Nov 2022 - Jan 2023

  • Inside Sales - Home & Auto

    Mar 2021 - Nov 2022

  • Remarketing - PowerSport & RV Marine

    Jun 2017 - Feb 2021

  • Bilingual Collector Representative

    Jun 2016 - Jun 2017