This was an internal interview for a promotion. Management is almost always hired from within the company. Very detailed in your action plan for why you would be the best candidate for the position. If you are applying from outside, your resume should include very strong sales experience, face to face customer service experience and bilingual is a huge help in getting someone to look at your resume. Everything is done on line so you have to sell yourself on a piece of paper to even get a chance to talk to someone. Doesn't matter who you know within the company.