Customer Service Sales

Leonard Casanares

Email: aboud2@r.postjobfree.com

Address: **** ****** ******

City: Oakland

State: CA

Zip: 94619

Country: USA

Phone: 510-***-****

Skill Level: Director

Salary Range: 100

Primary Skills/Experience:

See Resume

Educational Background:

See Resume

Job History / Details:

Leonard B. Casanares Jr. 925-***-****

641 Meadow Canyon Drive

Pittsburg, California, 94565

Email: aboud2@r.postjobfree.com

Cellular: 510-***-****

SUMMARY

Senior Sales Support Professional with the ability to multi-task and work with high volume mid to large scale deployment and project delivery. Recognized for strong work ethic, excellent interpersonal skills, and the ability to interact effectively at various social levels, across diverse cultures and with all levels of management. Pro-active problem solver, able to create and continuously improve procedures. Ability to research and resolve customer inquiries with a commitment to quality service delivery.

PROFESSIONAL EXPERIENCE

VERIZON GLOBAL WHOLESALE, San Francisco, CA 2003 - 2012

(Formerly MCI)

Special Service Program Management 2004 - 2012

Hewlett Packard Enterprise Services Account Team

Engaged in Pre and Post Sales Activity, receiving processes and resolving various customer submitted claims.

Provided support to Sales Account Managers and customers for the Hewlett Packard Enterprise Services Account Team, generating 4 million per month in revenue. Presented leadership with both internal and external executives by executing excellent premiere customer service, patience, professionalism and courteous interaction.

Supplied customers with implementation of new product or product enhancements and training expanding knowledge and to ensure access to self-sufficient tools available via a web based portal.

Effectively managed and worked with the internal Customer Financial Team to meet or exceed financial and operational goals.

Ensured compliance with the organizations employees, alliances, and other third parties in accordance with company policies and procedures, obtaining CPNI approval and submitting access requests for customers to gain Enterprise Center Entitlements.

Accessed database to maintain and deliver customer inventories of product and services.

System Integrator Customer Service Support2003 - 2004

IBM Account Team

Provided support to Sales Account Managers and customers for the IBM Services Account Team. Documented processes and procedures for customer to properly submit orders. Provided onsite training to the customer for products and services to ensure the value added benefits of daily operational business. Managed and prioritized daily customer activity to obtain research and resolution. Delivered customer inventories to maintain up to date records of the installed product base.

CAFE ZULA, San Leandro, CA 2001 2003

Proprietor

Responsible for overseeing the restaurants daily operations by developing and documenting product pars for inventory,

Hired, trained and coached all staffing including host/hostess/, cashier, servers, cooks, and dish washer.

MCI, San Francisco, CA 1987 - 2001

Global Account Manager 2000 - 2001

Bank of America Account Team

Provided sales support and call center services for high profile customer. Managed Account Team deliverables.

Leonard Casanares Page 2

Met with customers to give presentations of new products or product enhancements. Built and monitored the implementation of Enhanced Call Routing applications.

Global Account Support Consultant 1996 - 2000

Bank of America Account Team

Coordinated and implemented installs and services for high profile customer. Provided on-going support to the Global Account Manager (GAM). Documented processes and procedures and provided on-site training and consultation to colleagues to develop a consistent road map to resolving customer issues. Managed responses to the assigned customer base to achieve resolution to customer inquiries. Recipient of Masters Award for providing outstanding performance of customer service and account maintenance.

Remote National Account Support Consultant II 1994 - 1996

Strategic National Account Support Consultant

American President Lines/Southern Pacific

Provided sales support and accurately tracked remote National Accounts for various MCI services. Monitored all switched/dedicated installs for remote customer accounts - headquartered in the cities of New York and Chicago. Cultivated customer/vendor relationships by providing workable solutions to network and product service concerns. Reviewed customer billing invoices and served as liaison between customer and billing subdivision to ensure accuracy of contractual pricing and minimize credits.

Customer Service Consultant 1990 - 1994

Bay Area Sales Branch

Provided support of switched/dedicated products and services. Assisted with billing and credit problem resolution. Maintained a customer service base that generated a monthly billing of over $200,000. Successfully coordinated efforts between customers BOC and equipment vendors for implementation. Conducted customer site surveys to ensure efficiency. Assisted in the preparation of proposals and presentations to existing and prospective customers. Achieved the Circle of Excellence Award for providing excellent service support resulting in account retention

Inbound Customer Service Representative 1987 - 1990

Retrieved inbound customer calls for residential and commercial customer base. Resolved billing and credit inquiries. Promoted additional sales and services to ensure customers benefit of all available services. Assisted in submitting customer trouble tickets to resolve outage issues.

EDUCATION

Business, College of Alameda, Alameda, California

SKILLS SUMMARY

Systems: OCIS, COMS, NETPRO, NETCAP

Software: Microsoft Office, Excel and PowerPoint

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