Customer Service and Logistics Coordinator
Resume:
Eric Rosales
Problem solver and analyst with more than 10 years experience in the area of
customer service and supply chain logistics including warranty and service contract support.
North Las Vegas, NV
89084
******@*****.***
EXPERIENCE
Collabera at Google, Palo Alto, CA - Customer Success Agent July 2020 - Present
● Assisting customers with medical devices and services via phone, chat and email
● Creating training materials for future agents and employees using Adobe Photoshop and Premiere.
Horizon Distributors, Menlo Park, CA - Customer Service January 2020 - March 2020
● Customer support for an outdoor equipment company
● Processing returns and inbounding shipments
Illumina, Inc., Hayward, CA — Material Coordinator September 2019 - December 2019
● Material Coordinator in the shipping department
● Process and help ship orders to internal and external customers
● Communicate with multiple departments and vendors Adecco at Google,Mountain View, CA — Logistics Coordinator July 2019 - September 2019
● Logistics Coordinator for the Google Street View team.
● Shipping and receiving duties with analytics and reporting of KPI metrics.
Riverbed Technology, Sunnyvale, CA — Customer Care Analyst July 2015 - July 2019
● Order fulfillment and licensing support specialist helping external and internal customers.
● Worked with customers and engineers to create RMAs for the support team.
● Trouble-shooting licensing issues with a strong emphasis on providing great customer service and protecting the brand.
● Created training documentation and knowledge base articles. SKILLS
Customer Service - In person
Reporting and KPI metrics
Licensing support and RMA
Complaint resolution
Sales and Retail
Trouble-shooting technical issues
Graphic Design
Video Editing
Projects
Created procedure documentation
for knowledge-base on the
customer support site at
Riverbed.
Created company store on
Shopify.com for Sciton
Reduced open service repair calls
from 200 to 30 in six months by
introducing change and
improvements to the company’s
field service submission and
processing procedures at Sciton.
Software
Salesforce, Oracle, QAD,
SAP, Microsoft Office, Adobe
Photoshop and Premiere
Hewlett-Packard, Palo Alto, CA - Customer Service Associate July 2014 - July 2015
● Assisted HP customers in finding resolutions for concerns they had posted on social media platforms like Facebook, via email and by phone.
● Determined which technical or non-technical department to escalate customer cases to for accurate closure and customer satisfaction.
● Using significant public relations and marketing skills, I protected the HP brand and helped resolve customer complaints.
● Trouble-shooting technical issues with HP products. Sciton, Inc.,Palo Alto, CA - Customer Service Associate September 2012 - December 2013
● Tracked and reported all RMAs from multiple departments.
● Maintained electronic device history records including scanning and control of all service and repair documents.
● Significant customer interaction by phone and email in regards to any Sciton RMA issues.
● Worked with Sales teams and assisted with customer issues Simpson Thatcher & Bartlett,Palo Alto, CA -IT and Facilities Coordinator May, 2012 – Sept, 2012
Assisted all staff at a major corporate law firm in the following areas:
● Managed and prioritized daily workload by utilizing company’s support/help desk and ticketing system.
● Maintained office equipment including scanners, copy machines, and printers.
● Organized office supplies in the mail room and distributed mail.
● Worked with vendors regarding any equipment failures under warranty or service contracts.
● Desktop support and first-tier trouble-shooting. Sackett & Associates,San Jose, CA - Facilities Manager/IT Sept, 2010 – July, 2011
Managed all facilities and IT related issues including:
● Coordinating facilities maintenance and any outside vendor projects.
● Desktop support and maintenance of all office equipment
● Ordering and tracking of all office supplies.
● Answered calls from former clients and provided records on file.
● Daily maintenance and update of customer information in legal client CRM tool, including closing and filing of cases. EDUCATION
University of California San Diego, La Jolla, CA — B.A. Visual Art August 2008 - August 2010
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