FRANKLIN DONALDO TIJERO SIMONS
Sales And Operations Specialist
Lima
Summary
Professional Summary
Results-driven Sales and Business Operations Specialist with 10 years of experience in telemarketing, inbound and outbound sales, customer service, project coordination, dispatching, and client relationship management. Highly professional, creative, and personable, with exceptional communication, negotiation, and telephone skills. Experienced in high-volume environments, building strong client relationships, overcoming objections, negotiating effectively, and closing sales. Skilled in coordinating schedules, managing service operations, resolving customer concerns, and ensuring efficient communication between clients, technicians, and business teams. Friendly, persistent, adaptable, and solution-oriented, with a strong commitment to customer satisfaction, operational efficiency, and business growth.
Overview
2
2
Languages
20
20
years of professional experience
Work History
Business Operations Coordinator
JOVEL INC.
01.2024 - 10.2026
- Coordinated cross-functional workflows to support daily business operations and deadline adherence.
- Standardized administrative procedures to improve accuracy in reporting, scheduling, and document control.
- Monitored order, inventory, and service status to resolve exceptions and maintain continuity.
- Prepared operational reports, dashboards, and updates for leadership decision-making.
- Managed inbound customer calls and dispatched plumbers based on urgency and availability.
- Coordinated daily technician schedules to maximize service coverage and response times.
- Conducted site evaluations to identify energy needs and recommend suitable solutions.
DISPATCHER
LSP plumbing
09.2020 - 11.2023
- Customer care and service orientation
- Answer customer questions and assist with inquiries regarding their product
- Handle dispatch responsibilities and track orders for clients.
- Performed administrative duties such as filing paperwork, updating databases, and preparing documents for review by management staff.
- Managed a large volume of phone calls while ensuring accuracy in data entry.
- Ensured compliance with safety regulations and company policies.
- Monitored dispatch board and adjusted call priorities regularly based on caller needs.
- Received and dispatched calls for emergency services.
PROJECT COORDINATOR
PORCH
07.2016 - 08.2020
- Coordinate jobs for customers who requested handyman assistance
- Find availability with providers within the service area
- Assign the project and follow through until the job has been completed and the client is fully satisfied
- Calculate estimates, pay providers' invoices, and process clients' payments
- Handle warranties, complaints, and refunds.
- Monitored performance metrics such as cost, timeline, quality control and customer satisfaction levels.
- Managed communication channels between various teams involved in the execution of complex projects.
- Coordinated with internal departments as well as external vendors to ensure successful completion of tasks.
- Provided direction, guidance and support to team members throughout the duration of projects.
- Assessed, monitored and reported on work progression.
RETENTION REPRESENTATIVE
GREAT VIRTUAL WORKS
01.2014 - 06.2016
- Handle cancellation requests from customers
- Provide the required assistance and solutions to comply with the client's and company's expectations
- Keep clients enrolled in the subscription that best meets their needs.
- Answered customer inquiries in a timely manner regarding product features and benefits.
- Provided personalized service to ensure customer satisfaction and retention.
- Identified opportunities to upsell additional products or services.
- Researched customer inquiries and provided accurate solutions.
- Analyzed customer feedback to identify areas for improvement in service levels.
- Implemented new processes for handling difficult customer complaints quickly and efficiently.
Sales Representative
U.S SOLAR ENERGY
02.2012 - 12.2013
- Sales representative
- Lead generation
- Customer onboarding making sure that clients have full understanding of the solar budget process.
- Developed and maintained relationships with existing clients to ensure customer satisfaction.
- Analyzed customer feedback to improve products and services.
- Maintained accurate records of all sales and prospecting activities.
- Researched competitors' products, prices, and sales techniques.
- Negotiated pricing contracts with customers to maximize profits.
- Answered inquiries from prospective customers regarding features of products and services offered.
- Developed key customer relationships to increase sales.
Office Manager
ALL ABOUT THE BABY
02.2009 - 01.2012
- Office management
- Quality Control
- Managed 200 agents between virtual groups and onsite agents
- Training and performance development
- Customer success.
- Developed and implemented office policies and procedures.
- Supervised staff members, organized schedules and delegated tasks.
- Coordinated meetings, conferences, travel arrangements and department activities.
- Processed payroll accurately ensuring all employees were paid on time.
- Maintained impeccable office organization to support efficiency, professionalism and performance objectives.
- Managed, scheduled and coordinated office functions and activities for employees.
DISPATCHER
TWICE A DAY SERVICE
01.2008 - 12.2008
- Customer care and service orientation
- Answer customer questions and assist with inquiries regarding their product
- Handle dispatch responsibilities and track orders for clients.
- Received and dispatched calls for emergency services.
- Updated records of driver locations, delays, and cancellations.
- Assigned drivers to appropriate routes based on customer needs.
- Provided timely updates to customers regarding their orders or requests.
- Coordinated with other dispatchers to ensure efficient delivery schedules were met.
- Resolved customer complaints related to service issues or delays.
- Tracked vehicles using GPS technology and provided real-time status updates as needed.
- Managed a large volume of phone calls while ensuring accuracy in data entry.
- Utilized computer systems to locate addresses, calculate estimated arrival times, and provide directions when necessary.
Translator and Interpreter
VERIZON
08.2006 - 12.2007
- Converting spoken voicemail into text messages and sending the texts to mobile respective phones
- Quality Control, evaluating accuracy
- Agent assistance with translation due to language barrier.
- Translated documents from English to Spanish and vice versa for various clients.
- Interpreted conversations between Spanish-speaking clients and English-speaking staff members.
- Edited translated materials to ensure accuracy of content, spelling, grammar, punctuation, syntax, and formatting.
- Assisted with the development of language training programs for staff members who needed to learn a foreign language for business purposes.
- Reviewed audio recordings or video files requiring translation services.
Skills
- Customer Service
- Team Leader
- Management
- Sales/Closer
- Project Coordinator
- Dispatch Coordinator
- Service Coordinator
- Schedule Management
- Interpreting
- QA Assurance
- Human Resources
- Collections
- Administrative
- Trainer/Coach
Timeline
Business Operations Coordinator
JOVEL INC.
01.2024 - 10.2026
DISPATCHER
LSP plumbing
09.2020 - 11.2023
PROJECT COORDINATOR
PORCH
07.2016 - 08.2020
RETENTION REPRESENTATIVE
GREAT VIRTUAL WORKS
01.2014 - 06.2016
Sales Representative
U.S SOLAR ENERGY
02.2012 - 12.2013
Office Manager
ALL ABOUT THE BABY
02.2009 - 01.2012
DISPATCHER
TWICE A DAY SERVICE
01.2008 - 12.2008
Translator and Interpreter
VERIZON
08.2006 - 12.2007