Customer Service Care
Resume:
Michael Padilla
Beaverton, OR 97005
******@*****.***
https://www.linkedin.com/in/mikepadilla1
WORK EXPERIENCE
Sales Professional
DPI Specialty Foods – 2018 to Present
Driving sales through promotional selling and effective display of merchandise at the stores they service. Works both independently and collaboratively to deliver exceptional customer service to DPI customers.
Traveling to and between customer stores in assigned territory
Creating and transmitting product orders and customer credits
Conducting inventory counts and verifying accuracy of product deliveries
Stocking shelves and displays from storage areas
Checking dates and rotating product
Communicating with District Manager
Sales Support Professional
Comcast Business – 2016 to 2018
Responsible for understanding the overarching Midmarket and SMB sales channel process and providing day-to-day support and assistance to the Sales teams on the tools and the process.
Responsible for the coordination and facilitation of complex and/or strategic Business Class customer orders from point of sale through installation.
Provide order support and coordination for all product sales in the regions including the core SMB products, Metro E, Advanced Voice and new products as they are introduced.
Support multi-site and multiregional sales by assembling order packages, initiating Rate Center verification, Serviceability checks, surveys and managing rejected orders.
Daily use of multiple sales tools: CPQ, Salesforce.com, InstaQuote, Mia, Workbench and Frictionless
Primary Point of support and escalation for Regional Sales teams on sales opportunities
Research issues on individual orders/accounts and provide guidance to Sales teams
- Troubleshoot and provide solutions for user-level system and tool issues (CPQ, Century, other tools
Work cross functionally with advanced technical support teams to manage escalations and ensure timely and accurate resolution within defined Service Level Agreement.
Work cross functionally with advanced technical support teams to manage escalation mailboxes and ensure timely and accurate resolution within defined Service Level Agreements.
Coordinator 2 - Comcast Client Services
COMCAST CABLE - 2014 to 2016
Responsible for coordinating effective operations with customer care workflow and performance standards. Maintained policies and procedures to provide necessary customer service. Provides daily administrative support and assists in related activities pertaining to the Customer Care Operations department. Works with moderate supervision/guidance. Is accountable for individual results and impact on team.
Assists with the routine performance analysis of the Customer Care Operations department to ensure optimum productivity and awareness of events.
Maintains reports created by management, assuring accuracy and timely distribution of information.
Implements consistent metrics, reporting, and quality of customer care.
Utilizes performance data to recommend operational changes and improvements.
EIS Equipment Escalation team – Process equipment error tickets in a timely manner to lessen customer impact.
CHARTER COMMUNICATIONS - 1996 to 2013
Major Account Coordinator - SPECTRUM BUSINESS
Supported all sales teams within Charter Business Division.
Provided administrative support for direct sales through entering leads, customer information, and ensuring products and services are fulfilled to the potential for existing customer, ensured accuracy of orders and maintained awareness of CB products, services, and pricing.
Supported fiber and enterprise teams in generating and editing contracts as well as ensuring overall accuracy of agreements, including bulk and multi-site.
Developed strong knowledge of CB policies and procedures such as, Rules of Engagement and Coax Serviceability Policy and Return on Investment.
Effectively developed and managed overall knowledge of Salesforce and CSG billing system.
Maintained enterprise accounts to help update and resolve any billing issues.
Sales Support Coordinator - CHARTER BUSINESS
Supported all sales teams within Charter Business Division.
Provided administrative support for business account executives through entering leads, customer information, and ensuring products and services were fulfilled to the potential for existing customer, ensured accuracy of orders and maintained awareness of CB products, services, and pricing.
Supported Coax in generating and editing contracts as well as ensuring overall accuracy of agreements.
Worked with 3rd party channels partners. Developed working relationship with individual agents.
Compiled data and complete various tracking reports.
Handled problem customer with patience and sensitivity.
Departmental Assistant II – Marketing/Direct Sales
Helped in all aspects of successful Direct Sales Department.
Supported sales: direct/telemarketing.
Provided customer service: internal/external.
Created training/development seminars and presentations.
EDUCATION
Associate of Science in Information Technology
ITT Technical Institute - West Covina, CA 2009
Information Security
Mt Sierra College - Monrovia, CA
ADDITIONAL INFORMATION
TECHNICAL SKILLS
Computer Operating Systems: Windows 10, 2000, XP, Vista, Server
Spreadsheets: MS Excel
Word Processing: MS Word
Database Management: Access, Sequel ISERIES, VIEWPOINT
Presentation Software: PowerPoint, PeopleSoft
Billing Software: DST, ICOMS, CSG, Salesforce
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