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Portfolio

Work Experience

Jan 2022- Present

Staff Account Operations Manager

• Operational counterpart capturing and addressing roadblocks to drive opportunity velocity and operational readiness
• Main point of contact for non-standard escalation requests raised by Sales and Operations counterparts
• Responsible for enabling pre-sales and order process, leveraging the appropriate escalation channels
• Driving demand forecast and fulfillment through proactive planning and backlog management
• Executing a pre-defined account support plan provided by the coverage model and capturing account insights to accommodate customer care-about
• Expert in supporting a sales organization including the use of CRM tools and processes
• Internal and external meeting results presentation and analysis of the business
• Lead clear objectives while setting milestones for self and tracking progress
• Building and maintaining key relationships for long-term
• Develops business, industry, technical and operational knowledgebase
• Drive challenges to effective resolution
• Capture and evaluate business risks and identify the appropriate route for escalation
• Create and lead new processes supporting team gaps
• Mentoring and coaching to new members, creating smoother learning curves

2020 - 2022

Account Operations Manager

▪ Proactively collaborate with sales on opportunities for operations support driving velocity and removing roadblocks through the entire opportunity lifecycle through fulfillment
▪ Leverage technical expertise to complete system configurations and the creation of accurate & timely quotations for sales account managers
▪ Establish and maintain relationships with key technical & operational counterparts within accounts
▪ Identify technical & procurement insights for the collective account team that can be stored in a centralized account summary and treatment strategy database
▪ Drive the process of inventory forecasting to our Planning organization from sales opportunity reviews
▪ Serve as a centralized point of contact for non-standard commercial terms review and partner with Deal Desk providing a recommendation for approval based on account knowledge
▪ Partner with post-sales Customer Support Representative to ensure orders are processed with correct pricing, entitlement, and technical solutions flow through from CRM to ERP for implementation, tracking, and reporting purposes

2018 -2020

Senior Customer Quotation Rep

▪ Daily encourage teamwork and constant communication
▪ Handle phone, web, Salesforce, and email quotation request
▪ Manage internal and external customers with technical questions
▪ Support the Sales Engineer Team with quotations, discounts and configuration systems
▪ Sales Policies Management – Academic, Schedule, Agreement and exceptions discounts
▪ Excellent customer service for internal and external customers with the acknowledgment required
▪ Identify the issue and provide a quality and timely resolution
▪ Drive the workload for the team within the SLA
▪ Distribute workload according to needs and agent level
▪ Learn and understand about NI products and strategic
▪ Meet and excite metrics established
▪ Be a point of contact for colleagues
▪ Looking for gaps and improvement
▪ Solving problems in the benefit of our internal and external customers
▪ Attend meetings and take notes
▪ Create and strengthen good relationships with global stakeholders within and outside the AMER Region
▪ Be accountable in decisions for the team
▪ Resource master for the region
▪ Be available to manage an unexpected event and cover the queue
▪ Work from home
▪ Learn and work with other departments to make a good contribution to the company
▪ Assist with escalations and urgency request
▪ Guide, improve and executive Mentoring program
▪ Report Out creation and presentation
▪ Execute training in Portuguese, English, and Spanish
▪ Feedback provider with STAR/AR model
▪ Coacher

Education

2018 - 2023

BS Electronic Engineer

I am currently pursuing a BS degree in Electronic Engineering from Hispanoamericana University. My research interests include aerospace engineering and space technology. 

2017 - 2018 

Lingua Portuguese para Hispanoparlantes

2012 - 2013

Conversational English

Certifications

  • LabVIEW Core 1

  • LabVIEW Core 2

  • LabVIEW Core 3

  • Python 

Skills & Expertise

    My skills and expertise include: - Project management - Technical writing - Electrical design - Prototyping and testing - Programming in Python and C++ Click here to see some of my projects.
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