Customer Service Sales

Lanny Rivera

***** ********* ****** *******, ********, VA 20165

703-***-**** ********@*****.***

Objective: To be part of a growing company where I can utilize my

technical background and business development to build a strong

client base for the company and develop my growth as a leader

Qualifications and Skills

. 7+ solid years of strategic business development and client

support analyst experience

. Account maintenance, financial analysis, client database management

. Working knowledge through technical writing on requirements

documentation, defining scope, and objectives

. Resource analyst providing inside sales, vendors, and clients

effective business solution tools

. Provide data analysis & resources for clients from boarding new

accounts to process upgrades

. Assist in developing and providing consultative expertise to

partner sales offices and 3rd party vendors (4+yrs)

. Trained in Requirements Development Process, CRM systems and

processes of the Product Dev Life Cycle

. Have functional and technical skills to accomplish high level work

and able to train user on new functionalities

. Excellent organizational skills and researcher with high level

report writing

. Perform necessary research and provide analysis between usability

and performance needs

. Skilled at business analysis, gathering requirements, casing,

testing, training, reporting and utilizing spec docs

. Establish contacts in all industries: retail, banking, government,

enterprise environments

. Understand specific marketing programs to generate leads and target

sales activities

. Ability to identify and fill in the gaps and areas of deficiencies

through casing, knowledgebase, prototyping

. Experienced with project planning, timeline management, issue

tracking, and implementation; project life cycle

. Self- motivated and thrives in fast paced, dynamic environments;

can work in a team or independently with minimal supervision;

enjoys hard work; results-oriented

. Ability to learn new methodologies and explain things in more

practical terms according to audience

. Understand business development modes and strategies for success

and profitability

. A strategic brainstormer, a campaign developer that executes

creative collaborative work

Education

Completed 2005

University of Maryland, Adelphi, MD

Computer Information Systems (Bachelors) 3.6 GPA,

Academic Excellence Dean's List 2004-05

Completed 2008

George Mason University, Fairfax, VA

Technical Writing

A Certification

Employment History

04/2013- 08/2014

Aerotek

Business Operations Contractor Consultant

Chantilly, VA

Project - Dell

Project - Aerotek client project

Project - Strayer University

Market strategies, educate customers, train consultants. Assist

clients with maintaining revenue and business goals

Create and send proposals for contract renewals. Customer service,

troubleshooting, recommend technical resolutions. Maintain accounts,

schedule customer consultation, advise on best use of company products

and resources.

Business Owner GetSmartMarket Sterling, VA

05/2011 - 05/2012

. Phone and face-to-face customer home and business services

. Negotiate with vendors, institutions, contractors

. Hiring employees, creating work schedules, invoicing,

equipment/supply purchases

. Creative designer of marketing materials, setting up proposals and

contracts, sales and services, product and service selling. Setup

client meetings for strategic advertising.

Accomplishment: Setup & establish all aspects of a business from

the ground-up including all

financial, vendors, marketing

materials, writing proposals, winning contracts

Client Technical Support /Virtual Terminal Analyst Sage Software

McLean, VA 11/2006 - 05/2011

. Manage incoming merchant calls, emails, troubleshooting and servicing

merchant virtual terminal problems (i.e. communication problems, system

errors)

. Provide tele-training services and reprogramming of devices to all new

merchants

. Provide assistance to Sales by pre-qualifying the needs of merchants and

provide recommendations for appropriate products according to business

industry

. Maintain daily rapport with ISO reps, relationship managers, sales force,

vendors, and business owners with credit and debit processing solutions

. Work with Risk Management to perform account maintenance per Visa

guidelines

. Assist Underwriting with account setup and classifications

Accomplishment: Grew with the company as it established many new

standards in IT, credit cards,

security, and data protection.

Opened and maintained 100's of accounts fulfilling

the company's objective of

maintaining a consistent revenue stream.

Loan Servicing Specialist Navy Federal Credit Union

Vienna, VA 11/2005 - 10/2006

. Ensured Call Center/Communication Center operations and communications

relating to financials are received; utilized various proprietary

software for data and calculation

. Verified accounts were valid and amounts transferred to correct

destinations

. Analyzed discrepancies in member accounts and loan applications for the

Loan Committee

. Identify, report, and communicate credit union products and services

including daily rates, credit score analysis and direct deposits, on

proprietary Support Center call tracking system

. Fielded calls in a high volume, multi-tasking environment according to

banking procedures

. Provided loan servicing from advising to application to information

retrieval, and calculation according to federal mandate; interviewed

prospective members for loans according to Federal guidelines.

Accomplishment: Applied loan qualification guidelines as well as

all aspects of banking regulations, data

security, supervisory skills,

managing people, working for an international business

that helped bring in record company

growth.

Other Experience

. Energy Sales (2013)

. Business Lead Development Sales and Marketing (Honda 2013)

. PeopleSoft Financial Support Analyst (2005)

. Course work in Requirements Development Process (RDP 2009)

. Jackson Hewitt tax training (2009)

. Advanced HTML, Microsoft Office, Salesforce, Sharepoint

Contact this candidate