Customer Service Project Manager
Resume:
GONZALO J. CAYO
State College, PA 16801
*******@***.***
EDUCATION Penn State Smeal College of Business University Park, PA
Master of Business Administration Anticipated 05/10
Concentrating in Marketing and Supply Chain Management
Duke University Durham, NC
Bachelor of Arts in Economics, History 1999 - 2003
EXPERIENCE Intelliworks Rockville, MD
Client Success Engineer 4/08 – 09/08
• Managed dozens of customer implementations as project manager and technical lead.
• Provided technical and strategic expertise to the Client Success and Sales teams.
• Helped design Intelliworks CRM product to better suit our client’s business processes.
• Personally responsible for managing three of the largest clients, accounting for 35% of the
company’s revenue.
• Created and managed weekly company performance reports for use by the CEO and
the Board of Directors.
• Responsible for all training sessions and training materials.
• Trained over 30 institutions on software products at a company sponsored conference
Account Manager 1/08 - 3/08
• Negotiated business terms and contracts with institutions of higher education.
• Managed an annual pipeline of over $1 million in current and pending projects.
• Built and leveraged relationships with Directors and Dean level employees in order to generate
customized solutions for the institution.
Enterprise Santa Clarita, CA
Branch Manager 4/04 – 08/07
• Managed a multi-million dollar fast-paced business as part of a $10 billion transportation
company
• Acquired ten new accounts with a minimum of $20,000 in annual revenue per account
• Properly executed my business plans for the office and grew branch sales by 15% annually
• Mentored, trained and developed a staff of 3 full time and 2 part time employees.
• Managed account receivables and accounts payable.
• Solved customer complaints with an emphasis on customer service and repeat business.
• Won Enterprise’s highest customer service award (ESQI Cup) three times.
Component Graphics Washington DC
Inside Sales Specialist 8/03 – 02/04
• Identified prospective national accounts through outbound sales efforts.
• Researched previous customer wins and composed case studies used for soliciting new business
opportunities.
• Prepared and conducted product demonstrations for prospective clients.
• Designed signage and exhibit space layout, and selected products for distribution at trade
shows.
SKILLS Software: Word, Excel, PowerPoint, Project, Visio, Photoshop, SPSS
Languages: Fluent in Spanish.
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