GABRIEL A FLORIO

Step Change Outsourcing partners with major UK brands like EE, BT, DAZN, and Tracker to drive sales growth through customer acquisition and retention.

• Exceeded personal and company sales targets by identifying buying signals, negotiating pricing, and closing high-value deals.
• Delivered dynamic, adaptable sales pitches and maintained strong client relationships through active listening and persuasion.
• Achieved high conversion rates, surpassing campaign expectations by optimizing every lead interaction.
• Trained and coached new recruits, providing feedback and support to enhance team performance and sales outcomes.
• Managed daily and weekly sales reporting, analyzed performance trends, and presented findings to senior leadership to inform strategy updates.
• Led business growth initiatives by generating new leads and securing lucrative contracts, driving increased revenue and profitability.
• Maintained seamless workflows across departments, ensuring CRM data integrity and maximizing process efficiency.
• Monitored sales performance metrics (conversion and churn rates) to refine strategies and improve results.
• Orchestrated team-building activities to boost morale and foster a high-performing sales culture.
• Guided the team in resolving objections and closing complex deals through strategic negotiation and value-driven sales tactics.

One Agency is a Social Media Marketing Agency specializing in Google, and Facebook campaign optimization, lead generation, and social media content creation for businesses worldwide.

• Generated leads through cold outreach, booking appointments, and conducting sales calls to close high-value, four-figure contracts with companies across Spain and South America.
• Led the full sales cycle from prospecting to closing, presenting services tailored to client needs and ensuring optimal solutions for their business goals.
• Conducted sales presentations and discovery calls in both English and Spanish, identifying client pain points and showcasing the agency's value proposition.
• Developed and implemented outreach strategies to increase lead conversion and exceed sales targets, consistently closing lucrative contracts.
• Negotiated contract terms with clients, fostering strong, long-term relationships and securing repeat business.
• Maintained a deep understanding of One Agency's services and competitors to enhance sales strategies and increase client acquisition.
• Collaborated with management to provide client feedback, driving operational improvements and aligning services with emerging market trends.
• Utilized cold calling, networking, and database leads to expand business opportunities and meet aggressive sales quotas.

Wagamama is a globally recognized Asian-inspired restaurant brand, known for its fast-paced, customer-focused dining experience.

• Delivered exceptional customer service in a high-volume, fast-paced environment, consistently meeting and exceeding guest expectations.
• Greeted and seated guests, ensuring a warm, welcoming atmosphere while fostering positive guest relationships and promoting repeat business.
• Proactively upsold high-margin menu items such as appetizers, beverages, and desserts, contributing to increased sales revenue.
• Coordinated seamlessly with kitchen and bar staff to ensure timely and accurate food and drink deliveries, maintaining Wagamama's reputation for efficiency and quality.
• Trained and mentored new Front of House team members, providing hands-on guidance to ensure high standards of service and operational efficiency.
• Addressed and resolved guest concerns and complaints professionally, ensuring complete customer satisfaction and swift conflict resolution.
• Assisted with reservations, bookings, and event planning to enhance guest experiences and optimize restaurant capacity.
• Maintained a clean, organized, and safe dining environment by adhering to daily cleaning schedules and health and safety regulations.
• Managed guest flow and table turnover efficiently during peak hours, ensuring minimal wait times and maintaining a smooth service operation.
• Conducted regular communication with kitchen staff to monitor food preparation times and minimize service delays.
• Actively promoted restaurant services and special offers, enhancing guest awareness and increasing sales of featured menu items.
• Ensured compliance with alcohol service laws, verifying identification and maintaining a responsible service environment.
• Assisted in reviewing guest feedback, providing insights to management to improve service and operational processes.

Cineworld is a leading cinema chain, providing top-quality entertainment and customer service to moviegoers across the UK.

• Delivered exceptional customer service, assisting hundreds of guests daily with ticket sales, concessions, and seating arrangements while maintaining a friendly and professional demeanor.
• Handled cash transactions with accuracy and attention to detail, identifying counterfeit notes and preventing fraudulent activity to protect company revenue.
• Processed high volumes of ticket sales and concession orders, efficiently managing lines during peak times to minimize wait times and enhance the guest experience.
• Upsold premium options such as VIP seating, special screenings, and combo deals to increase sales and enhance the overall customer experience.
• Conducted thorough ID checks for age-restricted movies and alcohol sales, ensuring compliance with UK age verification laws.
• Maintained a clean, organized, and safe environment, following food handling and health safety regulations in line with Cineworld’s high standards.
• Participated in regular emergency procedure drills, remaining prepared to assist in evacuation or emergency situations to ensure guest safety.
• Collaborated with colleagues to ensure smooth operations in the cinema, from ticket scanning to seating arrangements, ensuring a seamless movie-going experience for guests.
• Monitored screening rooms for disturbances, promptly addressing issues such as noise or misconduct to maintain a positive viewing experience.
• Supported the management team by identifying and reporting building maintenance, security concerns, or safety hazards to ensure a safe environment for both guests and staff.
• Led and trained new team members, providing hands-on guidance and support to ensure they delivered consistent service and understood company policies.
• Played a key role in event and premiere night preparations, ensuring special screenings were delivered to the highest standards, enhancing the guest experience during high-profile events.
  Kingdom liquor laws.
• Reviewed tickets for authenticity and applicability.
• Sold admission, processed payments and issued tickets.
• Communicated building deficiencies, security concerns or safety
  issues to supervisor.

The Little Gymnastics Academy is a growing community-based gym in Hitchin, offering both traditional and freestyle gymnastics to encourage inclusivity for boys and girls under 13.

• Planned and delivered engaging and safe gymnastics classes for children under 13, focusing on both traditional gymnastics and freestyle/parkour to accommodate a diverse range of interests and abilities.
• Created tailored lesson plans in advance to ensure each class was structured, promoting skill development, safety, and enjoyment for all participants.
• Maintained a strong focus on safety, regularly inspecting and arranging gym equipment, identifying hazards, and taking proactive measures to reduce the risk of injury.
• Communicated regularly with parents, providing updates on their child’s progress, areas for improvement, and goals for future sessions to foster positive engagement and parental support.
• Developed innovative drills and exercises to keep students engaged, ensuring steady progression in skills while fostering a love for gymnastics and movement.
• Actively supported The Little Gymnastics Academy's mission of inclusivity by running freestyle gymnastics classes that made boys feel welcome and included in the program, contributing to the academy’s local growth and positive reputation.
• Provided personalized coaching and feedback to students with varying skill levels, ensuring every child received the attention and guidance needed to reach their full potential.
• Worked closely with children who had physical and mental disabilities, adapting sessions to their needs and promoting an inclusive, supportive learning environment.
• Collaborated with fellow coaches and administrators to improve program delivery and ensure high standards of teaching and safety were maintained.