Customer Service Representative

OSCAR CERDA

**** ******** **, ***** ****, Texas *7591 281-***-**** **********@***.***

Background in Operations Management, Sales, and Marketing positions with qualifications that include:

• Adept at managing and coordinating highly complex, multi-faceted situations with varying timelines and cross-functional departments and personnel

•An innovative problem-solver; characterized as the “go-to” person who quickly attains product, process, and brand knowledge

•Abilities consistently recognized by management with awards, commendations, and promotions to increasing levels of responsibility; a hard-working, positive team member

•Bi-lingual- English and Spanish; translated and interpreted contracts/other legal documents and company processes into Spanish for Latin American operations

PROFESSIONAL EXPERIENCE

Freelance Temp Work, Pasadena, Texas 2024– Present

CUSTOMER SERVICE/ADMINISTRATIVE REP

Perform a wide spectrum of customer service, sales, and administrative duties to client companies that included manufacturing, distribution, and retail businesses.

•Process customer orders, respond to customer inquiries, formulate quotes, prepare bank deposits, and fill in according to each company’s needs, policies, and procedures.

Egnyte, Mountain View, California 2021—2014

SALES STRATEGY AND OPERATIONS ANALYST

Oversee a team that provides strategic and operational support to sales for this global software provider, including sales planning, sales segmentation, and territory design considerations.

•Provide analytical insight and direct communication to the global sales leadership regarding territory, trends, productivity, and effectiveness, creating comprehensive dashboards and reports for sales and performance metrics.

•Assist in annual Sales planning and execution, coordinating and monitoring multiple strategic & cross-functional projects to increase bookings, productivity, and overall efficiency in achieving key performance metrics and business goals.

•Provide support to sales manager/sales representatives: monitor varying databases and access points to maintain proper access and correct visibility to assigned accounts, in SalesForce (database software).

•Ensure integrity of the data systems, prepare data, identify territory attributes create potential territory scenarios, and finalize territory/account assignments.

•Interact and work collaboratively with internal team members across US and international time zones, through meetings, video calls and email.

•Manage a team located in the Philippines, including creating assignment spreadsheets, communicating assignments, scheduling, setting deadlines, training, coaching, and ensuring on-time completions.

Freelance Temp Work, Pasadena, Texas 2019– 2021

SALES/CUSTOMER SERVICE/ADMINISTRATIVE REP

Performed a wide spectrum of sales, customer service, and administrative duties to client companies as listed above.

BMC Software, Houston, Texas 2017 - 2019

COMMISSION ANALYST

Calculated, validated, and analyzed sales commissions for global service sales for this software production, sales and IT service company, reviewing voluminous data sets to ensure the accuracy and timeliness of commission payments.

•Communicated with Sales Personnel to respond to individual inquiries regarding commission discrepancies, including investigating and resolving complex issues promptly and decisively.

•Performed trend analyses, checking that commission payments complied with contractual agreements and complicated sales compensation plans; generated numerous reports, and monitored data sets and reports for anomalies.

Freelance Temp Work, Pasadena, Texas 2015 – 2017

SALES/CUSTOMER SERVICE/ADMINISTRATIVE REP

Performed sales, customer service, and administrative duties to client companies as listed above.

Full-time Caretaker, Pasadena Texas 2011-2015

HOME HEATHCARE WORKER/COORDINATOR

Provided personal care to disabled parent and made all arrangements for medical, therapeutic, and home-health care services.

•Managed medications, administered records and insurance claims, scheduled various appointments, and communicated with medical professionals on behalf of the patient.

BMC Software, Houston, Texas 1998 – 2011

LEAD SALES OPERATIONS SPECIALIST (Promoted), 2004 - 2011

Oversaw sales support operations, servicing key corporate accounts, including personnel supervision, training, project coordination, and customer service considerations.

•Supervised Sales Operations Specialist staff, including interviewing, coaching, and evaluating performances; trained team in company policy, departmental procedures, and system applications.

•Planned, coordinated, and monitored team projects, which involved communicating with sales staff and upper management, determining needs, delegating duties, and ensuring that sales packages/files completed within deadlines.

FINANCIAL ANALYST (Promoted), 2003 - 2004

Performed in-depth review and analysis of financial data and sales performance, preparing reports and projections, and developing strategic operating plans.

•Formulated monthly sales analyses, evaluated sales forecasts vs actual, and conveyed calculations to senior management—VP, CFO, CEO—for annual operating plan preparation.

•Utilized sales data and client company feedback and collaborated with sales managers to develop sales territories that would enhance customer service/product delivery.

•Identified and interpreted market/business trends, ascertain gaps in client services, and devised new sales opportunities; ensured accuracy in financial forecasting and reporting.

SALES OPERATIONS SPECIALIST, 1998 – 2004

Delivered product fulfillment sales support, contract administration, customer service, and client database (Siebel) monitoring/maintenance, which resulted in driving increased sales.

•Responded to company reps from high-profile, key corporate clients regarding product pricing, billing questions, business and technical information, determined add-on sale opportunities, and conferred with sales reps/management to enhance client relations and future sales.

•Completed each sale: ensured product delivery, checked paperwork for complete contracts, commission reports, and other documentation.

•Provided essential Spanish language translation in setting up Latin American offices; instrumental in establishing processes for these offices.

Baro Controls Inc., Houston, TX 1997 – 1998

INSIDE SALES

Managed inside sales operations, including order entry, expediting, and sales engineering for level applications.

•Communicated directly with customers in preparing, proofreading, and coordinating bid packages to ensure satisfaction and timely order fulfillment.

Fisher Scientific / Curtin Matheson Scientific, Houston, TX 1994 – 1997

CUSTOMER SERVICE REPRESENTATIVE

Provided comprehensive telephone support to U.S. customers, managing inventory, processing orders, and expediting shipments; assisted customers with product and account inquiries, supporting sales teams.

Continental Airlines, Houston, TX 1993 – 1994

CUSTOMER SERVICE AGENT

Provided exceptional customer service, booking reservations, responding to flight inquiries, and addressing passenger needs and requests.

EDUCATION

•B.S., Science Management, University of Phoenix, Houston, Texas, 2003, cum laude

•A.A., General Education, San Jacinto College, Pasadena, Texas, 1990

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