Customer Support Account Manager

Reynaldo Amador

***** ********* **. ************, ** 78724

Mobile: 512-***-****: ****************@*******.***

Strengths and Expertise

Communication- Active Listening, Problem Solving, Analytical and Critical Thinking. Time Management - Balancing Multiple Tasks and Responsibilities. Conflict Resolutions- Turning potential negative experiences into positive ones. Sales and Upselling - Identifying Opportunities for upselling or cross selling while providing customer support. Expertise - Salesforce, Gmil, Microsoft Suite, and Salesloft.

Experience

Real Estate Investor-Project Manager

March 2017 to Present

Self-Employed - Austin, Texas

Overseeing the project from start to finish. Including scheduling and budgeting.

Manage job site, hiring and managing subcontracters and coordinating work.

Served as point of contact between the client and construction staff.

Adhering to the project budget and making payments to vendors.

Small Medium Business Account Manager

April 2016 to May 2021

Office Depot - Austin, Texas

Managed a multimillion dollar book of business by cultivating strong business relationships. Conducted sales to small businesses nationwide, with a primary focus on the East Coast and Texas.

Successfully maintained and expanded the portfolio of business while consistently achieving and surpassing sales goals.

Engaged in outbound and inbound phone calls with a strategic emphasis on driving sales through insightful questioning and identifying growth opportunities.

Led and facilitate business reviews to enhance sales performance and foster client relationships.

Technology Sales Support

February 2015 to April 2016

Office Depot – Austin, Texas

· Respond to account service needs which do not constitute the core selling responsibilities of the TSR

· Work with TSR’s on quotes, adjustments and order placement

· Assist with product sourcing and availability

· Works to resolve:

a. Tax & Delivery charge discrepancies

b. Invoicing & Shipment tracking

c. Returns, Credits & Exchanges

d. Backorder management and SKU replacements

e. Quote to Orders process(non-codes)

f. Credit Card placement

g. Order cancellation

h. Communicate intensively with our distribution partners and vendors to establish cordial/effective working relationship.

i. Resolve, trace, and escalate critical issues that may prevent product from being delivered

j. Works to build or enhance upon existing technology procedures.

Credit Collections

April 2014 to present

Univar USA - Austin, TX

Handling a high influx of both in-bound & outbound calls pertaining to the reconciliation and collection of delinquent accounts.

Preventing impending loss and increasing profitability through negotiation and enforcement of scheduled collections.

Established mutually beneficial repayment schedules providing clear and open communication

Compiling and analyzing data for monthly management Loan Loss Reports to measure portfolio performance.

Structuring an efficient call back strategy to drive productivity levels and build strong customer relations.

Billing Specialist II

January 2006 to March 2013

Level 3 Communications Broadwing Communications - Austin, Texas

My primary daily responsibilities related to the daily addition, modification and disconnection of telecom services for Enterprise telecommunications customers.

The scope of my work was varied, but the essential core of my job was to read and translate various sales orders into the billing system for presentment of charges on the customer's monthly invoice.

Required to know the structure and workings of multiple billing systems, including Kenan/Arbor, Prism and IX Plus (an EDS system).

Required to have extensive knowledge of multiple order entry systems and a telecommunications provisioning system and an accompanying work queue tool.

Reviewed reports published by Revenue Assurance/Negative Margin groups to determine root cause and prevent billing disputes.

Worked the Trunk Verification queue and entered local access billing for trunk groups as well as Loop & Port services.

Utilized excel to bulk load large quantities of services and audit for accuracy.

A/R Coordinator II

October 2001 to January 2006

Broadwing Communications - Austin, Texas

Responsible for receiving, tracking & updating accounts receivable records for customers to accurately reflect payments made.

Create Management reports using accounts receivable aging and Prism, IX Plus, Arbor, & Oracle database to keep management informed.

Audit accounts for monthly review.

Initiate credits/write-offs/adjustments based upon review of Account Receivables and account history.

Track any payment inquiries with discrepancies.

Small Business Sales

October 2000 to October 2001

Dell - Austin, Texas

BSD Sales -Sold Dell products and services by responding to inbound and placing outbound customer call, determining needs, overcoming objections, and providing solutions.

Provided technical expertise in hardware, software and services.

Focus on developing new relationships with acquisition customers.

Provide updated marketing/sales literature to prospective clients, keep up-to-date knowledge of the industry as well as the competitive posture of the company, and prepare activity and forecast reports as requested.

Accounts Payable

October 1997 to October 2000

Broadwing Communications - Austin, Texas

Responsible for audit and input of employee travel and entertainment expense reimbursements.

Processed and authorized invoices for payment.

Coded invoices to General Ledger accounts and matched invoices to purchase orders.

Generated and balanced reports for weekly and monthly accounts payable close.

Maintained direct deposit information using Bank One software.

Provided assistance to employees regarding Broadwing travel and entertainment policy.

Researched past due invoices interfacing with vendors, purchasing and appropriate departments to clear up past due invoices for payment.

Education

1996

Austin Community College - Austin, Texas

1994

University of Texas - Brownsville, Texas

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