Hericberto Zarate Cruz

E-commerce Sales & Operations Manager @Homewise Appliance

Manage & engage with e-Commerce sales, operations & customer service associates in the day-to-dayperformance of their jobs as they provide support for customers. Ensuring they are achieving desiredservice levels and taking corrective action, as needed.•Track & maximize e-commerce sales associates weekly/monthly sales performance. Answer salesteam’s questions, guide them through difficult calls or issues, diffuse angry customers, and handleissues that cannot be fielded by sales team.•Manage KPI’s, Quality check calls, chats and train customer service & sales associates answeringcustomer calls & chats for Airport Home Appliance•Lead team meetings, ask questions to better understand the communication sales teams are receiving.Educate, and coach workers regarding processes and practices, and explain expectations to them.•Prepare reports and analyze data to improve processes, ensure resources are properly allocated toachieve maximize efficiency and customer satisfaction.•Lead effective collaboration & communication with Accounting, Purchasing, Logistics, Marketing, andother departments in the company as needed to optimize growth and execute administrative commitments.•Collaborate with the E-Commerce Director on current system functionality, system improvements,identifying trends and establishing department goals. •Make employment recommendations to E-commerce Director on hiring, improvement plans, transfers, promotions, corrective actions & terminations.