Customer Experience Management Specialist
Resume:
Unit ***
FORT LAUDERDALE, FL ***08
*****.*******@*****.***
CESAR O. LUGO
OVERVIEW ● More than a decade of professional experience in management providing supervision, project coordination/management and customer experience.
● Ability to establish and obtain defined objectives. Imaginative problem solver with exceptional organizational skills.
● Self-motivated goal driven individual with a team motivator leadership style SKILLS ● Leadership
● Problem Solver
● Positive Attitude/Energetic
● Planning and Organization
● Development Goals
EXPERIENCES Order Management Specialist III, Kaseya 2021-2024
● Processed daily quotes in a timely manner
● Booked all quotes
● Provisioned quotes using multiple databases to ensure quality is delivered
● Always achieved SLA in all queues
● Worked on trouble tickets
● Supported the sales team on achieving their goals
● Worked on multiple projects within the organization
● Trained new OMs reps
● Assisted in improving external documentation sent to the client
● Handled after hours escalation issues from our APAC region Sr. Sales Operations Specialist, Kaseya
2017-2021
● Support the sales team with the preparation of complex, multi-dimensional quotes and proposals
● Manage provisioning and de-provisioning aspects of software distribution
● Develop a working knowledge of all Kaseya products and services portfolio and its related sales, transaction and provisioning motion
● Review orders for completeness and accuracy; ensure commercial compliance, reconcile billing to customer order/quote
● Work closely with billing and collections team, to understand customer financial standing for verifications and or account reconciliations
● Work closely with Business Information Systems & Development Teams to understand, develop and improve backend processes and workflows impacting the business. SR OPERATIONS MANAGER, EARTHLINK BUSINESS
2010-2016
● Managed OSS upgrades and changes
● Responsible for training, interviews, and evaluation for 10 managers/supervisors
● Analyzed weekly productivity reports and developed strategic planning to improve operating processes and cost saving methods
● Improved mean time to repair (MTTR) by 92%
● Established team-spirited work environment by having a positive mindset and open-door leadership style
TEAM LEAD, LEC ORDERING & TEST TURN-UP, EARTHLINK BUSINESS 2006-2010
● Ordered ckts from Verizon, AT&T, and other major LECS for T1, OC’s, DSL, Fios, and POTS services
● Tracked all orders within 4 hours for confirmation via CSOTS
● Followed up on all PF orders
● Reviewed all errors and corrected if necessary
● Worked with our network and ckt design teams on all regroom projects
● Issued CFA rolls on all requested ckts as expedites
● Issued orders to ILEC for downgrades/upgrades on ckts
● Trained all new associates
● Assisted in migration projects
EDUCATION HALLANDALE HIGH SCHOOL, 1999
REFERENCES
DAVID KLUCSERITS
MANAGER, WINDSTREAM
NIKKI SALLEY
Supervisor, Kaseya
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