Customer Service Management

Victor Ha

**** ***** ****** ***** • San Jose • CA • 95127

Cell 408-***-****

Email: **.*.******@*****.***

Objective To obtain a position as a team player in an organization where I can maximize my experiences with analytical skills and use my broad range of expertise to improve efficiency productivity and organizational consistency.

Profile

Computer: ● Salesforce ● Oracle ● PeopleSoft ● Clarizen ● Xactly ● Workday ● Box ● Microsoft Excel ● Word ● Access - Query ● TOAD ● Adobe Photoshop ● Siebel ● Agile ● SmartSheet ● WPM: 80

Additional Language: Fluently speaking Vietnamese, basic level speaking Chinese.

Core Competencies: ● Strong problem solver ● good verbal and written communication skill ● punctual ● efficient worker ● team player ● organized ● multi-tasks & working under pressure ● highly responsible & reliable ● quick & adaptable learner

Qualifications

● Coordinate and operate data administration with nationwide segments for daily service process operations with internal tools

● Day to day service processing, Management of deals, Quoting, Order Management, Fulfillment processing, Business Processes, Customer communication rep.

● Strong communicative and analytical skills to develop relations with cross-functional networks for clear and efficient work environment and results

● Demonstrate track record of successfully managing small to large projects from start to finish

Experiences

Cisco Systems Incorporated, Milpitas, CA 10/20/15 - 1/15/2016

Client Service Consultant, Business Analyst

● Daily use of CSCC for access operations with internal and external tools for contract updates/renewals. ● Case management of daily requests and updates tracked through SmartSheet

● Resolve quote validation issues alongside running reports for detailed request from customers/partners

● Daily routine of quote creation, case escalations, item terminations, SNIF reporting, etc.

Palo Alto Networks, Santa Clara, CA 08/03/15 - 09/04/15

Professional Service Operations, Business Analyst

● Primary owner of Statement of Work process - Create scope of services contract, track and manage review process

● Owner of Subcontractor Purchase Orders process - Create PO request, track, support, and manage overview.

● Serve as the system administrator for SaaS-based Project Management System (Clarizen) - create users, customers, and projects.

● Coordinate review of projects status with project managers and finance teams to ensure adherence to delivery methodology

● Generate reports - Salesforce.com, Clarizen, Excel, and Box

Extreme Networks Incorporated, Milpitas, CA 01/19/15 - 04/10/15

US Logistic Operation & Distribution, Business Analyst

● Coordinate the movement of all POC orders between the Milpitas Warehouse and POC Support team

● Participate in the development of Oracle system enhancements to eliminate manual processes

● Maintain the Warehouse Dashboard and other reporting documents and distribute weekly to management through smartsheet

● Interface checking, weekend carrier issues identified and resolved, last key off notification

Cisco Systems Incorporated, Milpitas, CA 10/03/11 - 04/26/14 Service Contract Management Practice (SCMP), Senior Data Analyst

● Daily use of CEC for access operations to internal and external sites for contract updates. Verify through portals for handling partner networks and request quote

● Access Oracle front-end tools – CIBER Business intelligence and Install Base

● Submit manual transaction onto Portable Solutions Tool upon IT requests

● Create and organize reports to be uploaded onto KTN Factory Floor for crucial implementation of item instance numbers

● Revise serials and product IDs for Smart Care Portal so individuals associated to projects can view information on Smart Care database (PELEPROD)

Cisco Systems Incorporated, Milpitas, CA 08/23/10 - 09/30/11

Processing Status Implementation Analyst

● Use TOAD for monitoring and tracking process of contracted serials/products

● Avid Microsoft access tool usage for processing/submitting with exporting/importing daily requested pending items (Batch validations & MACD)

● Tools that are used on a constant basis are: SNIF, CSCC, BI, BO, Microsoft Word, Excel, Access, Oracle Based, Missing Link, SONAR, CMRC, Portable Solutions, KTN, Remedy Case Management, CDETS, RMA, MQC, and KB Information

Cisco Systems Incorporated, Milpitas, CA 04/06/09 - 08/20/10

Contract Service Support Analyst

● Analyze highly complex service quotations to assure contract accuracy.

● Provide a clear and efficient communication with partners on service contract quotation transactions.

● Assist with partners to create service contract quotes

● Relay information on quote inquiries with partners

● Communicate with technical team to assure quote issues are resolved

● Discuss with partner options for process of operations for efficiency and effectiveness

Santa Clara Valley Water District, San Jose, CA 02/06/06 - 12/31/08

Payroll - Accounts Payable/Accounts Receivable

● Input entries on PeopleSoft for record keeping

● Reconcile vendors to check for payments due

● Process and correct Apple One time sheets for Accounts Payable

● Organize the vendor and employee invoices

● Review A/P voucher data prior to posting

Bank of America, San Jose, CA 08/02/04 - 02/03/06 Senior Bank Teller/Merchant/Customer Service Representative

● Handle complex transactions and responsible for in-depth product knowledge

● Validate and retrieve client account information using internal computer system

● Perform international, commercial/merchant and special services such as deposit, wire,

withdrawal and shipment

● Offer financial products and services to individual consumers to meet sales

● Provide exceptional customer service, been awarded for highest sales of the month

Education San Jose State University

Bachelor of Business Administration

Major: Business Finance

Graduated: December 2008

Activity FMA (Financial Management Association) member

Reference Available upon request

Contact this candidate