Andre Grace Email & Phone Number

Sunnyvale, California, United States

Process all order types including but not limited to evaluations, new purchases, renewals, and RMAs.Ensure appropriate approvals are in place before processing an orderMonitor and resolve order and interface issuesWorked closely with cross-functional teams (Sales, Deal Desk, Finance, IT, Order Fulfillment, etc).Provided UAT testing to improve system functionalityMaintain accurate customer data in Salesforce for consistency of data with the Finance databaseReconcile incoming orders against price quotes, customer credits, and contractsBuilt a firm and understanding relationship for Google’s top US/LATAM/EMEA Channel/Partners.Collaborate with the Engineering team to maintain product architecture

Establish processes around data gathering and management so that Sales Operations is efficient and effective.Collaborate with various teams such as Account Management, Sales, and Customer Service to gather data.Administered and maintained the company account database in Salesforce.Contacted Salesforce for technical support when necessary.Generated various reports by querying from database as needed.Improved the company’s Account database validity from 35% to 86%

Led a team of 5 Order Fulfillment Coordinators by evaluating and distributing daily work, providing education and training for new employees, and communicating operational changes through team huddles. Using MS Excel, generated and distributed company revenue reports for delivery to management and Finance departments. Using Salesforce, configured and maintained academic, corporate, and government clientele accounts. Worked collaboratively with Sales, Legal, and Accounts Receivables to approve and process new customer orders and contracts using Salesforce CRM.Maintained existing client accounts by updating accounts and processing credit memos when necessary.Provided responsive on-time support for internal partners and external customers.Key Accomplishment: Audited, approved, and processed customer orders generating over $4 million in monthly company revenue. Was promoted from Coordinater to Lead within 2 months.

Provided guidance regarding sales proposals during new and existing customer contract negotiations to the Sales organization, and worked with Sales Management to ensure outside and inside sales goals were met. Investigated and resolved issues relating to the proposal and quote development process.Acquired knowledge of internal software infrastructure and performed all aspects of customer service related activities such as quoting prices to customers, processing and tracking orders, and renewing licenses using SAP and Salesforce software.Processed and reviewed order types, new purchases and subscription renewals via EDI for accuracy. Provided small group and one-on-one training using PGP and Symantec pricing tools.Demonstrated strong organizational skills with attention to detail while maintaining discretion on decision making during normal duties.

Initiated and completed customer orders utilizing service process by completing data entry of customer and product information, preparing customer invoices, and processing product shipments.Maintained a working knowledge of all aspects of the wireless industry.Provided customer service by educating the customer, where applicable, to prevent the need for future contacts.Maximized efficiency and effectiveness of various support systems such as Siebel and Peoplesoft.Assisted internal and external customers with billing, technical and general inquiries regarding Cingular services.

Certification, Computer Support Specialist

Education record