Customer Service Sales

Tony Urbalejo

**** *********** ****, *** ****, CA. 95138

(h) 408-***-****, (m) 408-***-****, *********@*****.***

Attributes:

V Exceptional customer service and interpersonal skills.

V Consistently recognized as a top performer.

V Highly focused, flexible and driven by results.

V Excellent time management and organizational abilities.

V Strong Communication skills (both verbal and written).

V Motivated, creative, effective.

V Lead by example

V Technically astute

V Hands-on work style

Experience:

Harmonic, Inc., Sunnyvale, CA.

2006 - Present

Technical Support Contracts Administrator

Pull data from disparate database systems and compile for analysis. Perform

standard and ad hoc reporting requests in a timely manner. Conduct data

audit to maintain integrity of the data environment, resolving issues and

discrepancies as needed. Working daily with IT, Technical support, Customer

advocates, Finance, Legal and Sales Account managers to support highly

complex Service Contract Quotations and Orders with thousands product

configurations and a global customer base. Analyze, prepare and formalize

quotes for new and existing support contracts. Provide order entry

instructions as needed. Perform daily maintenance of approved contracts

migrating overnight and manually link newly supported part numbers into

CRM. Prorate as necessary for 404 Sox compliance. Perform annual audits for

finance to assure contracts are entered and processed accordingly from

Oracle to Vantive.

V Highly Motivated, Independent and Hungry "problem solver"

V Strong interpersonal communication and customer service skills

V Fast learner with aptitude and proven history with Service Contract

and Order Management Applications

V Strong command of data interrogation and analysis skills / tools,

specifically MS Office (Excel data and reporting functions)

V Experience with internal sales, quotation / order, serialized

inventory / installed base, service contract or like systems and

processes.

V Demonstrated track record of successfully managing changing demands

and circumstances; capable of responding resourcefully to ambiguity.

V Extensive experience working with Excel (pivot tables)

V Excellent organization skills

V Excellent organization skills; must be able to manage disparate tasks

Harmonic, Inc., Sunnyvale, CA.

2003 - 2006

Logistics Analyst/Trade Show & Demonstration Operations Coordinator

Logistics Analysis:

Maintain security and accountability of inventory through Oracle

transaction documentation, process and procedure verification and system

review. Conduct physical inventories and lead cycle counts. Analyze and,

when applicable, correct cycle count discrepancies. Compile and document

all transactions for data entry. Review and update BoMs. Maintain adherence

to 404 SOX compliance. Review and assess Carnets and Commercial Invoices

for International Shipments.

V Analyze various inventory reports for Excess/Obsolete Inventory.

V Review and update outstanding Carnets as needed for US Customs and

USCIB compliance.

V Apply proven concepts and company objectives to resolve complex

analysis issues.

V Reviews and approves carriers' invoices

V Oracle 11i Inventory, Fulfillment and Reports Experience

V Internet navigation and research skills

V Microsoft Office Suite specifically, Word, Excel and presentation

skills

V Interfaces with carriers, forwarders, integrators and

internal/external customers.

V Will track and trace domestic and international shipments in support

of internal customers' needs/demands.

V Provides traffic support for expedited incoming/outgoing activities

V Manages and supports U.S. import and international import/export

activity

Trade Show Operations:

Coordinate logistics for medium to large-scale, domestic and international

trade shows from inception to end. Coordinate exhibit transportation and

delivery with the outside vendors. Manage shipment all tradeshow

materials. Collaborate with sales, marketing, product managers and varying

levels of management to facilitate event planning in accordance with

company policies and procedures, plan objectives and marketing strategies.

Pre-determine potential deviations and their solutions. Maintain domestic

and international tradeshow inventory database. Manage warehouse.

V Develop and implement strategic, creative and tactical trade-show

concepts.

V Successfully manage multiple projects simultaneously within budget and

set timeframes.

2003 Santa Clara University, Santa Clara, CA.

2001 - 2003

Campus Safety Officer

Responsible for dispatching personnel to resolve calls, both emergency and

non-emergency. Persuaded lawbreakers to leave private property areas.

Mitigated disorderly conduct. Translated for Spanish speaking visitors

and/or employees. Processed evidence/property for storage. Processed and

recorded reports into CAD software.

V Trained and mentored newly hired officers.

V Developed procedures and written forms to expedite resolution to

systems taken offline.

GlobalStar, LP, San Jose, CA 2000 -

2001

Technical Support Specialist

Demonstrated product use to new and potential customers. Upgraded product

software. Organized and maintained physical inventory. Collaborated and

cross-marketed with other companies at national trade shows. Represented

and supported company sponsored teams and events.

V Trained new customers on technical product information and logistics.

V Debugged and resolved technical problems, escalating to engineers as

needed.

Customer Service Representative (Technical Temps: for GlobalStar, LP, San

Jose, CA)

Collected customer information via email, telephone and fax and prepared

marketing packets. Revised updated service rollout information.

Corresponded with new and potential customers to promote product awareness

and provide company information.

Anderson's, Redwood City, CA 1999 -

2000

Assistant Distribution Warehouse Manager

Assigned and scheduled daily deliveries coordinated sales order deliveries

for maximum efficiency based on location, type of product, size and Install

and/or connection(s). Improved daily loading procedures by evaluating

existing methods to restructure outdated processes. Reorganized

individual warehouse locations and maintained and revised inventory daily.

Delegated, motivated and directed personnel to various work assignments.

Education: B.S. in Criminal Justice Administration - San Jose State

University, San Jose, CA, 1995

Skills: Oracle CRM, Salesforce, Big Machines, Qlikview, MS Office, Pivot

Tables, Vantive, Bilingual (Spanish).

Contact this candidate