Marco Alcalá Del Pino
Sevilla
Summary
Experienced HR and Sales Manager with a strong multicultural mindset. I have a strong focus on sales, team development and solid customer service experience. I am goal oriented, proactive in decision making, a great motivator and resilient. Specialties: Problem solving, pressure management, team management, negotiation skills, coaching and feedback, database analysis and management.
Overview
19
19
years of professional experience
Work History
Senior Ancillary Revenue and Service Delivery Manager
Avis Budget Group
05.2019 - Current
- Responsible for identifying sales and customer satisfaction opportunities set by the company
- Create and perform the sales tracking file for offices throughout Iberia by segment, impact on Revenue and ranking of the offices
- Create and perform sales analysis of new products nationwide and monthly growth since launch
- Update features and tracking of the fleet in Spain to improve upsell
- Identify, analyze and create development plans for the improvement of customer satisfaction in the offices
- Train and develop the new Ancillary Revenue and Service Delivery Managers in the rest of the country reporting to the Head of Ancillary & Customer Service Iberia
- Identify opportunities and revenue growth strategies at Call Center in Barcelona.
Sales Performance Manager
Avis Budget Group
06.2014 - 05.2019
- Responsible for identifying sales opportunities and revenue growth strategies at Corporate retail counters:
- Internal sales expert and partner with Operations leadership to help assess, measure and enhance the performance of revenue generation activities connected with counter sales effectiveness and customer service behaviours for the customer’s positive rental experience
- Create and execute strategic plan to increase counter sales knowledge and sales results
- Remain in constant communication with all business partners providing information and suggestions on sales performance
- Identify and analyze areas of revenue generation opportunities for products and/or services in support of business goals and monitor locations overall effectiveness throughout the sales process
- Coach one on one and provide timely and specific feedback to improve performance
- Consult, train, mentor and coach local managers and associates in areas that include revenue generation performance issues and overall sales effectiveness.
Business Development Manager
VIP District
02.2013 - 05.2014
- Responsible for business development for "Colectivos Vip" a company that sells loyalty & benefit programs for employees and/or customers
- Contributing to the development and refinement of Company´s vision and strategy
- Competitor and market analysis
- Seeking for new business opportunities
- Translating new opportunities into action plans
- Account management.
Call Center Manager
Aplicalia Group
02.2012 - 02.2013
- In charge of hiring, coaching and managing a large team of telemarketers (+50pax)
- Daily Sales Reporting and Control
- Daily audits
- Personal, one on one sales coaching
- Coordination of work rotas and holiday allowances
- Creating of sales reports for the final clients
- Setting up sales targets and incentives.
Sales Coordinator
Grupo EULEN
11.2011 - 02.2012
- For Catalonia, the Valencian region, Murcia as well as the Balearics
- Training and managing specialized staff for 23 Vodafone stores
- Staff recruiting & selection
- Service quality control, monitoring of results (customer and client satisfaction)
- Production of training manuals, induction and on the job training (Product training and Customer Service training)
- Coordination of work rotas, schedules and holiday allowances.
Sales Coordinator, Direct Sales
Education First
01.2010 - 08.2011
- (B2C) for the education programme ", ", aimed at under age students
- Responsible for the introduction of a new program in the Andalusia Sales Office, resulting in a sales growth of 119% in 2011
- Organization of local marketing activities (direct marketing campaigns, events, etc)
- Business development tasks (prospecting B2B customers and partners)
- In charge of customer service satisfaction: liaison with over 30 international EF Schools to ensure a good customer experience
- On call duty for all the Spanish under-age students at the Oxford destination (2500 students) during summer 2011
- During my time at EF Andalusia, our customers' satisfaction rate was 95 % and the loyalty rate doubled.
Sales Coordinator
Sage
03.2009 - 12.2009
- B2B and B2C sales: selling Sage's software via telesales and face to face sales meetings
- Customer Service management and retention: in charge of all customer complaints in order to understand their feedback and turn them into happy customers.
Volunteer-Coordinator
AFS
06.2006 - 07.2009
- American Field Service (, ) (Intercultural Education, Representative in Andalusia (main point of contact for prospect customers)
- In charge of communications in Andalusia: sales presentations, information meetings, personal interviews, project management..
- Training of new volunteers
- Event management and local advisor
- Participation in the Global Education initiative and in workshops in the Region of Andalucia
Sales Coordinator & HR Officer
Atento
07.2008 - 01.2009
- Outsourcing/Offshoring industry), Coordination of external sales for the Zurich Connect campaign:
- Team management (teams 10-18 telemarketers) from
Training & Development Coordinator
Atento
09.2004 - 06.2007
- Induction for new telemarketers (+500pax)
- Team management (groups of 10-25 pax)
Education
Pedagogy - Education
UNED
Sevilla06.2024
Skills
- Service Desk Oversight
- Performance Maximization
- Continuous Improvement Projects
- Mentoring
- Project Implementation
- Customer Experience Control
- Interdepartmental Collaboration
- Staff Development
- Operational Efficiency
- Development Management
- Active Listening and Communication
- Operations Support
- Manage Storage Operations
- Performance Improvement
- Data Interpretation
- Coaching and Training
Languages
English
Advanced (C1)
Catalan
Advanced (C1)
Spanish
Bilingual or Proficient (C2)
Timeline
Senior Ancillary Revenue and Service Delivery Manager
Avis Budget Group
05.2019 - Current
Sales Performance Manager
Avis Budget Group
06.2014 - 05.2019
Business Development Manager
VIP District
02.2013 - 05.2014
Call Center Manager
Aplicalia Group
02.2012 - 02.2013
Sales Coordinator
Grupo EULEN
11.2011 - 02.2012
Sales Coordinator, Direct Sales
Education First
01.2010 - 08.2011
Sales Coordinator
Sage
03.2009 - 12.2009
Sales Coordinator & HR Officer
Atento
07.2008 - 01.2009
Volunteer-Coordinator
AFS
06.2006 - 07.2009
Training & Development Coordinator
Atento
09.2004 - 06.2007
Pedagogy - Education
UNED
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