Sales Customer

Location:

Oceanside, CA

Posted:

December 28, 2012

Contact this candidate

Resume:

ALEX ROQUETA

**** ********* **** **** *********, California 92056

949-***-**** *******@***.***

Operations / Customer Experience Professional

Highly accomplished business professional with track record of success leading customer experience and eCommerce

platform development. Experienced in directing and integrating local and international groups. Results-oriented, decisive

leader, with proven history supporting eCommerce development and operations and designing innovative customer

experience evaluation systems that drive productivity and guarantee loyalty. Accomplished speaker and published

author. Excellent communicator and innovative problem solver with strong business analysis, requirements gathering,

application design and development capabilities as well as commitment to excellence and integrity.

Customer Advocacy Customer Experience Architect Marketing Articulate and Organized Written and Verbal

Communication Skills Strategic Planning Procedure Development Negotiation and Conflict Resolution

Problem-Space Modeling and Creative Problem Solving Experience System Design Team Building & Leadership

Risk Identification and Management Critical Thinking and Analysis Continuous Research on Trends and CRM

Technologies Rich Internet Application Design Solutions Architecture Consumer Oriented Web Design

PROFESSIONAL EXPERIENCE

CISCO SYSTEMS, Irvine CA 2008-Present

International company providing hardware and software solutions to the retail public with $1.2B in sales.

Customer Experience Designer/ Solutions Architect/ Development manager

Supported all aspects of Project Development, Solutions Architecture, User Experience Design, Requirements

Gathering, Analysis, Use Case Development, Wireframe Development,, WIKI Management, SCRUM Participation,

across multiple platforms including desktop (PC/Mac) and mobile devices (iPhone, iTouch, T-Mobile)

Support and integrate Cisco technology development teams Continental US, Canada and India

Key Customer Experience liaison between Marketing Product Development and Engineering

Teams

SCRUM support

WIKI Development and maintenance

Customer Advocacy support - CA

Develop comprehensive User Experience System and Software requirements using GEM

Product Requirements Documents - PRD

Software Functional Specifications - SwFS

System Functional Specifications - SFS

Electronic Document Control System creation and management - EDCS

Requirements management - Requisite Pro/Web

Peer review and management - PRRQ

Responsible for creating and delivering a rich end-user experience

Wireframe design and development

Graphics design review and asset management

Responsible for cross platform user interface and GUI design from desktop to mobile devices

Mac PC iPhone iTouch T-Mobile

ALEX ROQUETA

Page-2

*******@***.***

TEMPS PLUS, INC., Corona, California 2007-2008

Regional company providing professional services to the building industry with $15M in sales.

Business Development Officer

Lead all aspects of technical business operations, particularly Customer Experience Management, customer facing

sales programs, product development, and technology management. Design innovative training programs and

specifications to facilitate high-tech online training seminars and quality education for new hires. Implement several

technology upgrades and cutting-edge solutions to catapult company to success and drive productivity. Develop high-

tech flash-based eLearning materials to instruct sales professionals on techniques and procedures. Negotiate contracts

with third-party vendors and monitor progress to ensure services are conducted on-time and to specifications.

Piloted 40+ flash-based customer based, sales based and user training presentations that utilize effective Avatar

presentations to enhance audience interaction and overall experience.

Re-engineered employee recruitment procedures to include flash-based assessment tools that evaluate real-estate

sales, cognitive abilities, and behavioral traits to ensure efficient, quality hiring.

Eliant, INC., Irvine, California 1995-2007

Customer service & marketing research firm conducting studies in the U.S. and Canada earning $12M annually.

Chief Operating Officer/Customer Experience Officer

Managed executive teams to devise comprehensive marketing, customer experience monitoring and survey software

and solutions. Grew client base from just 24 contracts to over 280 major builder accounts across the nation. Generated

customer experience evaluation systems recognized as top-notch in the industry, including software that summarizes

data and provides in-depth analysis of results to indicate customer experience and detailed performance indicators

along with cutting edge Touch-Point management systems.

Launched Eliant Round Table conference on customer experience management; designed customer experience

workshops and acted as keynote speaker for industry s leading multi-year conference with over 700 paid annual

attendees.

Pioneered foundation for Adobe Flex dashboard system that yields key performance indicators and reports that

drive accurate client satisfaction summaries.

Authored and co-authored numerous articles and entire special edition publications on Customer Experience

Management, many which appeared in Big Builder Magazine titled; Smarter Money, Option Overload, Come Again,

and Site Inspection publications.

SEMPRA ENERGY, Los Angeles, California 1992-1995

$11B energy services holding company; parent to Southern California Gas Company and San Diego Gas & Electric.

Vice President

Marketed and directed alternative energy research division and coordinated growth to over 30 employees and $5M in

sales within 2 years. Developed several bio-gas recovery systems designs used nationwide. Collaborated with team to

assemble Clean Air Act regulations for landfill emissions standards and to formulate statistical analysis methods that

predict models and sample size. Orchestrated technology development of flux box technology to measure low-flow

surface gas emissions.

Invented and obtained patents for several alternative energy designs and instruments that are still in use, including

the LFG gas well design, key instrumentation and LFG surface collection and emissions monitoring systems.

Earned several awards and accolades for excellent service, such as the Lifetime Distinguished Achievement

Award and the Landfill Gas Engineering Hall of Fame Award.

BRYAN STIRRAT AND ASSOCIATES, Brea, California 1990-1992

Civil engineering firm with 100+ employees earning $20M annually.

Director Engineering Group

Supervised and coordinated team of 15 professional engineers to design and build gas mitigation and recovery

systems. Obtained million-dollar agreements to design and operate landfill units. Captured high-profile contract with

Operating Industries Superfund valued at $10M. Managed total contract portfolio of up to $30M.

ALEX ROQUETA

Page-3

*******@***.***

ADDITIONAL EXPERIENCE

TEXACO OIL COMPANY, Senior Research Engineer Bio-Fuels, Signal Hill, California WESTEC, Senior

Operations Engineer Wind Energy, Carson, California TRW DEFENSE SYSTEMS, Senior Spacecraft

Test Technician, Redondo Beach, California UNITED STATES AIR FORCE, Strategic Air Command B52

flight Crew and Operations Specialist

EDUCATION & CREDENTIALS: BS Information Technology and Business Marketing and Management Coursework

McPherson College, Walden University, Western States College of Engineering, National University

Affiliations: MS Development Team, Adobe Development Team, Adobe Flex OC User Group,

Southern California Builders Institute of America, Southern California Marketing

Council, Solid Waste Association of North America

Technical EDCS, Requisite Web, PRRQ, MS SQL Server, Access, Visual Basic, Visual Studio

Proficiencies: ASP.Net, Office, Sound Forge, Agile, Case Complete, Adobe - Flash, Flex, Master

Collection, Fireworks, Illustrator, Photoshop, Captivate, Sound Booth,

Dreamweaver, Articulate Presenter, Articulate Quiz Maker; Articulate Engage,

Business Objects, Crystal Reports, Crystal Xcelsius

The Six Values (Customer Experience)

Full Mid-September 2005 Special Issue Big Builder Magazine

Dream Ride (Customer Experience)

Publications:

Full Mid-October 2004 Special Issue Big Builder Magazine

Cash In On Satisfaction (Customer Experience)

Full Mid-June 2003 Special Issue Big Builder Magazine

The Big Moment

BIG BUILDER Magazine ( Created Date: 9/15/2005 )

The People s Choice

BIG BUILDER Magazine ( Created Date: 9/15/2005 )

Quality Check

BIG BUILDER Magazine ( Created Date: 9/15/2005 )

In The Hereafter

BIG BUILDER Magazine ( Created Date: 9/15/2005 )

Defining Moments

BIG BUILDER Magazine ( Created Date: 9/15/2005 )

Smarter Money

BIG BUILDER Magazine ( Created Date: 9/15/2005 )

Come Again