CARLOS A MERCADO9908 Wolf Creek Trail, Charlotte, NC 28269 H: 561-512-9057 ♦ ca.mercado.59@hotmail.com

Experienced bilingual (Spanish) Sales Professional with a customer service focus. Extensive background insales, transportation, and 20 year military background in the United States Air Force.

Customer serviceInterpersonal skillsResearched sales leadsHighly competitiveBilingual (Spanish)

Networking skillsSelf-motivatedProficiency with CRM systemsSales analysisDisciplined

Sales Agent, 04/2016 to 08/2016RED VENTURES – Charlotte

Managed inbound customer sales calls in a high volume Call Center for residential telephone, internet,and TV services for Frontier Communications and Direct TV.Ranked in the top 10% overall of 156 sales agents for conversion rate and total products sold in the May -July 2016 period.Tailored customer primary needs for internet and cross sold telephone and TV services into triple playpackages, maximizing customer value and long term satisfaction.

Car Sales Account Executive , 05/2013 to 03/2016ENTERPRISE – West Palm Beach, FL & Charlotte NC

Proficiently sold Enterprise used fleet cars at West Palm Beach/Charlotte dealership stores in a bilingual(Spanish) setting, averaging more than 12 car sales per month.Effectively prospected customers through development of telephone skills, marketing, and rental customerreferrals.Mastered determining vehicle needs by developing rapport and thoroughly interviewing customers withopen and closed ended questions.Professionally presented and demonstrated more than 120 makes and models of vehicles.Provided exceptional customer service ensuring each customer could thoroughly use and operate all thefeatures of their new vehicle, and satisfactorily addressed all customer questions.Paired customers smart phones to their new vehicles, and instructed how to use the different phoneapplications through the vehicle.

Rental agent, 11/2011 to 05/2013ALAMO/NATIONAL CAR RENTAL – West Palm Beach, FL

Top overall rental sales agent for West Palm Beach April/July 2012.Provided excellent customer service while selling additional products(car upgrades, insurance, GPS, etc.)in a high volume, fast paced environment.Cooly handled the most demanding customers, and stressful situations encountered on a daily basis.

PROFESSIONAL SUMMARY

SKILLS

WORK HISTORY

Rental Agent, 11/2010 to 06/2011AVIS CAR RENTAL – West Palm Beach, FL

Top sales agent in West Palm Beach for February, March, and April of 2011 Expertise in upsells -completed the month of April with the highest average daily upsell dollar amount for 2011.Consistent top 5 performer in selling car protection packages, and counter products (GPS, Prepaid fueloption, etc.).

Corridor Manager, 11/1998 to 02/2009UNION PACIFIC RAILROAD – Kansas City, KS

Managed the flow of more than 90 freight trains daily transiting the Kansas City Metro area.Supervised 3 train dispatchers, and coordinated with 3 Union Pacific (UP) Railroad yards in efficientlymanaging train arrival and departures.

Air Traffic Controller, 08/1978 to 10/1998UNITED STATES AIR FORCE – Worldwide

Controlled the safe and expeditious flow of military and civilian airfields through designated airspace andassigned airfields.Highly proficient in both Radar Approach Control, and Control Tower operations.Supervised more than 50 air traffic controllers training, certification, and evaluations.

ASSOCIATE OF SCIENCE: AIRWAY SCIENCE, August 1998COMMUNITY COLLEGE OF THE AIR FORCE -

EDUCATION