Sales Management
Resume:
Jose Escobar
South San Francisco, CA. 94080
Cell Phone: 650-***-****
OBJECTIVE:
To obtain a challenging position in the Internet Industry that enables me
to use my extensive technical and customer relations experience with an
organization that offers me stability and the opportunity to take on new
responsibilities.
WORK EXPERIENCE
Customer Relations Specialist
Tech Support/Applications Specialist
August 2010 - September 2012
Vertical Response San Francisco, CA
Responding promptly and thoroughly to support inquiries received via
telephone, email and instant chat, review outbound email campaigns for
illegal or offensive content, provide online demonstrations of our product
and answer product-related questions, independently resolve
technical/customer support issues and escalate cases when necessary,
documenting system-wide problems and common questions posed by customers,
provide valuable "front lines" feedback to the Product Development,
Marketing and Engineering Teams, assist in reorganization and update of
Support Processes Documentation, translation of content, canned responses
for clients and company's SEO keywords, cultivating and expanding our
customer facing Knowledge Base.
Tech Support/Applications Specialist
April 2009 - January 2010
Livebooks, Inc. San Francisco, CA
Responsible for first level support of Mac and PC customers using Livebooks
software as a service suite of web publishing tools. Management of DNS
services for clients that included pointing of domain names, subdomain
names, MX records, etc. Escalation of system bugs to the production and
development teams. Upgrades and sales contracts using Salesforce. Special
duties included connectivity troubleshooting, billing disputes and
resolutions, populating knowledge base, Spanish translation of knowledge
base web based FAQs.
Internet Product and Support Specialist
June 2007 - January 2009
Homestead Technologies/Intuit Websites Menlo Park, CA
Small business consultant working closely with a wide range of small
business owners. Responsible for consulting and driving the successes for
small business owners utilizing Homestead's software applications and
online services. Also daily management of website peripherals ranging from
connectivity to domain name service management and other various internet
based applications.
Escalation Representative
April 2006 - May 2007
Zazzle.com San Jose, CA
Customer interaction to complete order fulfillment, change requests, and
dispute resolution.Credit card verification, charges and credit returns.
Shipping arrangements, order tracking and issuance of Return Management
Authorizations. Quality Control and interaction with production department
to correct bugs and production mistakes.
Order Management Specialist
April 2004 - March 2006
Branders.com San Mateo, CA
Daily management of promotional orders placed by the sales force. Project
management between sales force, management, client base and the vendors.
Database updates so that multiples parties are informed of current status
of orders. Heavy phone contact, email, fax and personal contact with
support of the sales force. Change control process to improve the order
fulfillment process.
PC TECHNICIAN
June 2001 - April 2004
Ramirez Enterprise San Francisco, CA
Management Consulting Services
PC rollouts with Win98, NT workstation, Win2K and Red Hat Linux-Gnome
interface. PC builds, configuration, troubleshooting and hardware upgrades.
User profiles and data migration for newly configured systems. Connectivity
troubleshooting for PPP and Cable modem connections. Basic firewall
configuration and spyware clean up using 3rd party software.
PRODUCTION ENGINEERING
February 1998 - April 2001
Excite@Home Network Redwood City, CA
Responsible for running of basic Sql scripts used to rate limit and upgrade
OS system of Cisco Routers and to move active customers between nodes.
Creation of flat files for maintenance and troubleshooting of the back
office system used for provisioning modems and billing systems of the @Home
network and its cable partners/MSOs. Pivotal duties in reporting overall
status of network changes with heavy documentation of work and feedback to
managing groups. Maintenance of the Access database reflecting production
numbers that included homes passed and active subscriber totals. Document
control of incoming American and Canadian deployment requests spreadsheets
from the various cable companies describing specific topologies.
OWN BUSINESS
February 1995 - December 1997
Sun River Auto Detail Sacramento, CA
Automotive and Parts Mfg
Daily overseeing of family own business that included managing employees,
clientele, inventory control and account payables and receivables.
SERVICE CENTER LEAD
January 1989 - November 1994
Viacom Cablevision San Francisco, CA
Monitoring of 185k-subscriber cable system in San Francisco that included
Outage reporting and resolution.
Responsible for call center of up to 17 representatives, ACD machine,
dispatchers, technicians and installers.
Customer Support, troubleshooting, billing and marketing campaign using
Cabledata enterprise software
.
Infantryman/ Translator
June 1983 - June 1989
United States Marine Corps Various locations
Government and Military
General translation with a field evacuation unit.
Logistical and administrative support along with the assignment of other
various duties.
EDUCATION
Canada College San Mateo, CA
Introduction to PL/Sql that included basic Home directory navigation,
running of SQL based scripts and database loading.
Vocational,
4/1999
San Mateo Regional Occupation Program
A+ Certification course, Cisco Networking Academy and Microprocessing
Business Applications.
10/1989
City College of San Francisco State:CA
General college courses with a completion of an Associate Arts in English
with Special International Relations Studies.
6/1989
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