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Sales Customer Service

San Jose, California, United States
November 08, 2018

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Marina Crowell

*** *** ******** ***

San Jose, California 95123



An Order Management coordinator/Sales support position that will capitalize on 10+ years of experience in Sales support, order management, contracts renewals, customer support in areas of, Sales Operations, Contracts Administration & Sales Order Management. Summary:

Effective in prioritizing duties to meet deadlines. Experienced in working all aspects of Order management, customer service & coordinating the order process for Sales managers/Regional managers. Excellent at following direction and willing to work in a team environment. Motivated, creative, and innovative, positive attitude to take on job responsibilities. Experienced interacting with personnel at all levels of the corporation. Skills:

Salesforce.Com. Oracle, GeoManager. Softrax Programs. Cisco CMS,OMS,CSCC, SALT, Remedy, EOL WWCS/Visibility/Citrix, RightNow Tool, Xactly Incent/Modeling/Analytics. BLiS, CMS-Webex, Microsoft Excel, Microsoft Word, SAP, Google Docs Bilingual-Spanish

Professional Experience:

Optovue Inc. 7/2015 – Present

Sr. Sales Coordinator- West Region & Government Sales Managing the order process for 16 sales managers & 2 Regional managers as well as all government accounts and Brokers/Resellers. Creating sales orders & booking all orders in Salesforce & Oracle. Managing the process of RMA & Return for refunds. Coordinating with sales managers, doctors and freight company for equipment deliveries and returns. Managing Internal Req’s and Demo/conversions process.

Traveling to Trade-Show’s/Conventions, working the show-floor assisting sales managers and doctors with sales orders, assisted with equipment pricing questions. o Processes orders in the CRM system while maintaining a superior level of accuracy, consistency, and work quality

o Communicates with the sales teams to clear up any missing information or inconsistencies on orders; provides continuous cross-functional operational support specific to order management o Prioritizes incoming requests by managing sales operations pipeline and making sure special requests are processed same day

o Responsible for day-to-day support of assigned regional team of Sales representatives o A liaison between sales reps, regional managers, and other departments within the organization to help ensure customer satisfaction

o Works closely with Accounting in regards to payment terms, billing/payment issues, arrangements

o Responsible for booking orders and seeing them through the entire sales cycle (SalesForce and Oracle); creating, tracking, and implementing changes to the sales order o Amend and update all customer records/spreadsheets as necessary in SalesForce and Oracle

o Responsible for all major marketing and governmental projects (internal and external) to ensure timely completion of their pending action items. o Handles RFPs from clients and/or sales reps; to structure and review ensuring all approvals are in place

o Regularly updates standard operating procedures or work instructions related to sales support processes

o Respond to sales inquiries and/or questions relating to orders, order fulfillment, confirmations, and general customer service questions

o Actively contributes to the continuing improvement and refinement of Sales Operations support processes; enforces account ownership rules within the SFDC system and in full compliance with the sales process and business guidelines Trimble Navigation (Contract position) 8/2014 – 7/2015 Customer Support Team Member

Managing the overall customer experience for 232 customer base. Handling billing inquires. Buyouts & customer credits. Delivering on boarding training for new customers. Booking new orders. Working with tech support on customer issues. Initiating weekly conference calls with tech support group. Weekly calls with sales group. Pro-active customer calls. Responsible for new pricing proposals for customers. Working with vendors (Sprint/Verizon) on billing discrepancy’s.

Hewlett Packard (Contract position) 03/2013 – 08/2014 Order Management team member

Researching/Reviewing creating contracts and analyzing software license agreements for pricing information. Using Softrax software program generating new pricing model for software contracts & support fees. Creating new invoices/contracts renewals for 500+ customers using new pricing in order to be compliant to Hewlett Packard new pricing model. Quoting and tracking orders.

Following up with customers to answer any questions on their renewal and ensuring payment. Cisco Webex. (Contract position) 10/2009- 01/2013

Service contracts management team member

Audit, process and enter New, Add new service, replace, and modify contracts into OMS order system for collaboration team (Contracts Management Team (CMT) Responsible for processing down sells and price reduction contracts from field via CSM's. Process Self Service orders, India orders, EMEA Direct/Indirect contracts and renewals for current sales orders. Currently supporting the EMEA team’s contracts and renewals & working on projects as needed. Cisco (Contract position) 12/2008- 09/09

Contracts administrator/Sales Support Analyst

Assist with quote creation, contract renewals, data analysis. Responsible for maintaining SLA’s and proactively updating the partners on the status of cases and the contract renewals. Engaged in major rollout and customer training for the migration to a new sales ordering tool with worldwide theater impact.

Xactly Corporation. San Jose, CA 01/2008 – 09/2008 Sales Compensation Analyst/ Technical Support

Handled monthly commission processing for 7 Managed services accounts Including processing commissions, creating payment files, updating/revising annual comp plans for sales reps

Handled 24/7 customer support calls for al customers using Incent Application to calculate sales commissions.

ORACLE USA, (Agile) San Jose, CA 10/2006 – 12/2007 Incentive Planning Analyst (Position moved to Rocklin CA) Responsible for processing Commissions for North America Field Operations, APAC, and Market Development group.

Handled North America Comp plans and rates/quotas processing for 185 sales reps. Managed the process of extracting the order data from various system applications. Responsible for updating FY09 Comp plan rules, structures and quotas, working closely with HR reviewing all sales comp plans

Cisco Systems, (Contract Position) 9/2005 - 7/2006 Compensation Analyst

Responsible for the research and resolution of payroll issues for 300 sales agents within the US sales group. Handled & processed manual payments & changes to payroll. Responsible for comp plan audits of 600+ for Northern US sales agents.

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