CHRISTIANE ANGELO SESE

• Provided essential support to address individual HR needs of employees.
• Prepared reports related to HR activities such as turnover rate analysis, absenteeism rate.
• Managed applicant tracking system to ensure accurate records of applicants and employees are maintained.
• Drafted offer letters and employment contracts according to company guidelines.
• Coordinated benefits administration activities such as enrollments, changes, terminations and transfers.

• Ensured order precision through strict compliance with drink preparation sequences.
• Fostered a warm and inviting atmosphere to enhance customer experience.
• Ensured compliance with Starbucks standards in serving premium beverages and food products.
• Fostered teamwork and operational coordination to handle demanding business hours effectively.
• Managed cash handling with precision and ensured accurate transactions.
• Prioritize tasks to guarantee accurate and on-time preparation of mobile orders.

As a Sales Enablement Lead, I led strategic enablement programs for diverse sales teams supporting our client. My role centered on equipping sales agents and managers with the tools, knowledge, and training required to drive performance, improve conversion, and align with evolving client needs. I was responsible for end-to-end program design, execution, cross-functional alignment, and results tracking to support long-term growth.

• Designed, delivered, and continuously optimized onboarding, upskilling, and role-specific training programs ( inbound/outbound, retention, cross-sell).
• Created modular learning journeys with interactive components, microlearning assets, sales simulations, and real-time feedback tools.
• Identified training gaps through performance analytics, stakeholder input, and rep self-assessments.
• Built enablement programs around key sales competencies: discovery, objection handling, solution selling, closing, and negotiation.
• Trained sales managers to become effective coaches through “train-the-trainer” programs and leadership workshops.

• Acted as the bridge between sales, marketing, product, quality assurance, and operations to ensure that sales messaging and tools were consistent and relevant.
• Partnered with product and marketing teams to build sales collateral, battle cards, and positioning guides for new launches.
• Worked with QA and compliance to ensure training aligned with call handling standards and regulatory expectations.
• Coordinated closely with Workforce Management and HR to align enablement goals with hiring, scheduling, and retention initiatives.

• Led the rollout of standardized sales methodologies and structured processes tailored to account types and verticals.
• Developed and implemented dynamic sales playbooks that included call frameworks, qualification guides, and persona-based messaging.
• Used sales performance data to identify friction points in the funnel and partnered with team leads to redesign workflows.

• Reduced new hire ramp-up time through focused onboarding and just-in-time learning modules.
• Boosted close rates through targeted upskilling and continuous coaching cycles.
• Improved retention agent performance in win-back campaigns through strategic objection handling modules.
• Enhanced cross-sell conversions via product bundling training and real-time objection-response matrices.

• Inside Sales (Inbound / Outbound)
• Upsell / Cross-sell Teams
• Supervisors and Mid-level Sales Managers

As a Sales Coach, I was responsible for supporting the team in driving the performance, development, and success of inside sales teams. I played a key role in supporting a high-performance sales culture by helping in designing structured coaching programs, identifying performance gaps, and rolling out targeted enablement strategies that aligned with both short-term KPIs and long-term business goals.

Sales Coaching & Performance Development

• Delivered regular 1:1 coaching and group sessions focused on prospecting, lead conversion, solution selling, and objection handling.
• Used call listening, data analysis, and behavior tracking to tailor coaching plans to each rep’s needs.
• Created “Coach the Coach” modules for team leads and new sales managers to foster coaching consistency.

Training & Enablement Strategy

• Asissting in implemented sales onboarding, upskilling, and ongoing development programs across multiple verticals.
• Trained sales agents on consultative selling, and cross-sell strategies.
• Identified training and knowledge gaps through performance trend analysis and rep feedback.

Sales Playbook & Process Optimization

• Asissting in rolling out sales playbooks customized for product lines, customer segments, and buyer journeys.
• Worked with cross-functional teams (product, marketing, and quality assurance) to ensure sales materials were always up-to-date, accurate, and impactful.

Cross-Functional Collaboration

• Partnered with operations, training, and client account managers to align coaching goals with overall business strategy.
• Supported product launch readiness by integrating new messaging, positioning, and objection handling into sales conversations.

Results & KPIs

• Improved agent close and sales rates through structured coaching programs and live sales simulations.
• Helped reduce average handle time without sacrificing quality or customer satisfaction.
• Played a key role in improving the overall NPS and customer experience through sales soft skills training.

As a Customer Service Sales Representative my role involved handling inbound and outbound interactions, identifying customer needs, resolving concerns, and providing tailored solutions that drove revenue and loyalty. I balanced empathy and efficiency to meet KPIs in retention, upselling, and cross-selling while maintaining a high standard of service quality.

• Handled high-volume inbound calls, emails, and chats with professionalism and empathy, addressing a wide range of customer needs and inquiries.
• Resolved complaints and complex issues by applying active listening, product knowledge, and a solutions-oriented mindset.
• Maintained customer satisfaction scores consistently above target by delivering efficient, human-centered support.
• Followed up on unresolved issues to ensure resolution and a positive customer journey.

• Identified upsell and cross-sell opportunities during service interactions, positioning relevant products or upgrades based on customer profiles and behaviors.
• Successfully executed scripted and consultative sales approaches in both inbound and outbound campaigns.
• Converted retention-risk customers into loyal subscribers through win-back campaigns and tailored offers.
• Met and exceeded sales conversion targets, average revenue per customer, and save-rate KPIs.
• Handled seasonal product pushes and special promotions, adapting quickly to updated sales flows and messaging.

• Acted as a floor support and buddy to new hires, helping them transition from training to production.
• Participated in calibration sessions and training refreshers to stay updated on new procedures and offerings.
• Provided performance tips to peers based on successful call handling, upsell techniques, and objection handling.

• Recognized multiple times as a top-performing agent in sales and customer satisfaction categories.
• Played a key role in pilot testing new customer retention campaigns and refining the pitch flow.

Key Responsibilities:

• Contact customers to collect outstanding payments
• Provide accurate information regarding account status
• Handle billing inquiries and resolve disputes
• Document all interactions in the system
• Meet monthly collection goals while maintaining customer satisfaction

Qualifications:

• Strong communication and negotiation skills
• Customer service experience preferred
• Ability to handle difficult conversations with empathy and professionalism
• Basic computer and data entry skills