Uriel Villa

Experience

• 

  Bill Miller Bar-B-Q

  Jun 2010 - Jun 2014

  Team Leader

  •Increased post profit sales with friendly customer interactions and transactional upselling skills, usually managing about $7,000 on a daily basis• Successfully trained and mentored a team of over 200+ employees, implementing effective training programs and enforcing restaurant policies, resulting in a 25% increase in employee efficiency and productivity.• Conducted weekly inventory analysis to optimize stock levels and organized the dining area by ensuring proper quantities of products ready for consumption, leading to a 20% reduction in inventory costs and improved overall customer satisfaction. Show less

• 

  T-Mobile

  Jul 2014 - Jul 2015

  Sales Team Lead

  • Consistently exceeded monthly sales goals by an average of 120% in revenue, via building strong customer rapport, uncovering needs, and effectively communicating product value proposition.• Achieved a customer satisfaction rating of 95% through exceptional customer service and offering tailored solutions.• Streamlined operational duties, such as inventory management, documentation, and compliance checks, resulting in a 20% increase in team productivity.• Earned the prestigious title of "Top Sales Representative of the Month" for six consecutive months, outperforming peers and achieving outstanding sales results. Show less

• 

  Sprint

  Jul 2015 - Jan 2016

  Sales Associate

  • Delivered exceptional customer service, while consistently surpassing my monthly sales goals by an average of 85% in sales revenue, resulting in increased customer satisfaction and customer retention.• Co-managed all operational duties, fostering a highly organized work environment; and sent out daily sales metrics to employees via email, resulting in a 15% increase in overall sales performance and improved employee engagement.• Implemented robust inventory management practices, performing daily inventory checks and meticulously balancing registers twice a day, resulting in a 99% accuracy rate and ensuring proper deposits. Show less

• 

  Vision Source®

  May 2016 - Feb 2017

  Medical Assistant

  • Conducted comprehensive pre-examinations on patients, resulting in a 15% reduction in appointment time and contributing to a 20% improvement in the accuracy of updated medical records.• Introduced a frame recommendation pitch, customized to maximize insurance plan benefits, resulting in a 50% boost in frame sales and enhancing the overall customer shopping experience.• Processed insurance claims and billing paperwork with an exceptional accuracy rate of 98%, ensuring timely reimbursement and financial integrity.• Implemented highly organized inventory management tactics, including categorization, systematic arrangement, and efficient labeling, contributing to a 99% accuracy rate through daily checks of contact lenses and frames stock. Show less

• 

  Pappasito Cantina

  Jul 2017 - Jul 2018

  Bartender / Server Trainer

  • Delivered consistently outstanding customer service to every guest, fostering strong rapport and loyalty, and achieving a 90% customer retention rate, contributing to a 15% increase in repeat business.• Led comprehensive training programs for over 100 servers, equipping them with exceptional guest relationship-building skills and mastering upselling techniques, resulting in a 20% higher average spending from customers assisted by my trainees compared to those not trained by me.• Expertly recommended beverage and meal pairings to bar guests, leading to an impressive $15 average spending increase per transaction, resulting in a 25% boost in average revenue per customer. Show less

• 

  GoDaddy

  Apr 2019 - Aug 2020

  Social Media Advisor

  • Executed ~70 cold calls per day and provided tailored consultations to SMBs on effective social media strategy, leading to a 20% upsurge in new business acquisition per quarter.• Collaborated with onboarding specialists to facilitate the transition of 50+ new accounts per quarter, resulting in 85% client retention and a boost in onboarding process efficiency by 20%,. • Effectively managed a pipeline of accounts and leads with a 1-2 day sales cycle, contributing to a 40% increase in quarterly average revenue generation.• Analyzed Salesforce KPI reports to optimize pipeline management, resulting in a 25% increase in lead conversion rates on a quarterly average.• Averaged 2 scheduled appointments/day, held 60%+ of scheduled product demos, and averaged a 50% close rate.• Ranked in the top 20% of sales representatives for 10 consecutive months, exceeding company targets.• Trained new hires through 1-on-1 coaching, resulting in 90% of mentees meeting sales targets. Show less

• 

  Wix.com

  Sept 2020 - May 2023

  • Led & coached a global team of 8-10 experts to deliver user success-driven solutions & tools for Wix users, consistently averaging above a 95% customer satisfaction rating. • Conducted regular performance evaluations and provided ongoing coaching and development opportunities for team members, resulting in a 90% employee retention rate and a highly motivated and engaged team.• Implemented a new de-escalation training program for our global delivery department of over 250+ experts, resulting in a 50% reduction in SLA time, a 20% reduction in TTR (time to resolution) of cases, & a 30% increase in the number of successful customer interactions per week. • Performed 60+ interviews for potential external/internal hire candidates, via phone screenings & zoom interviews, as well as helped create & review assignments given to 100+ potential hires for entry-level roles. Show less • Onboarded & fully trained 150+ payments customer care experts across the globe, resulting in a 20% reduction in SLA time and a 15% increase in overall customer satisfaction scores. • Carried out a department-wide UX analysis using various reports and calibration techniques. Identified key user pain points, areas for improvement, and opportunities, resulting in a significant 20% boost in user success engagement metrics and a notable 10% improvement in customer satisfaction.• Conducted targeted training sessions for support teams on risk/compliance practices and enhanced product features, resulting in a 20% reduction in SLA time and a 15% increase in customer satisfaction scores.• Led cross-functional collaboration between Risk/Compliance, Product Development, and Support teams, driving a 25% increase in positive user feedback by implementing user-requested features. Show less

  • Customer Care Team Lead | Payments by Wix

    Mar 2021 - May 2023

  • Risk & Compliance Support Mentor | Payments by Wix

    Sept 2020 - Mar 2021