The Sales Central helpdesk process was a marketing project assigned to me back in 2015. I adopted, transitioned and implemented this process to HP.Nowadays my team is a worldwide helpdesk for HP sales representatives and partners. Because of the excellent work done with the first marketing project implementation I was assigned a second project. The name of this new process is the Reference Success Center which was also successfully implemented in HP. I took management of both processes.I also was trained and provided support to the marketing processes GRM+ and Audience Builder .Nowadays I am the team leader for the AMS agents.I am currently being trained in the Eloqua marketing process in order to provide support starting the new fiscal year. Eloqua will be the 5th process assigned to me.Additional activities performed while working within the DSA team:Subject Matter Expert (SME)Accomplishments:• Transition and implementation of both process (Sales Central and Reference Success Center helpdesks) in HP Inc as they were owned by external agencies • Standardization of the methodologies and SLAs for this process.• Process Documentation• Certification as an HP Corporate Product Marketing Manager• Subject Matter Expert• 6 agents fully trained in Sales Central• 3 agents fully trained in GRM+ and Audience Builder

In this position I was a Sales Customer Service Representative for US corporations. I worked with HP Sales Representatives and Account Managers. Being a Customer Representative is a complex position because it is required to have a general overview of the responsibilities from several teams within HP in order to know who to contact for each request received (billing disputes, equipment malfunctions, product returns, shipments lost in transit, urgent orders, etc.). I had to make sure all the deliverables were completed on time and with the quality required by the corporations. I was in charge of processing the purchase orders for my customers. In addition, I was responsible of creating monthly status and updates reports.While working in this position I demonstrated I am capable of multitasking.Accomplishments:• Because of my previous experience with Customer Service and Licensing Support I provided trainings to mostly all the agents within my team regarding those topics• Decrease of customer escalations because of the excellent service provided• Process Expert providing process training to new team members

The ESSN Software Licensing process was successfully transitioned from Galway Ireland to Tlaquepaque Mexico. While staying three weeks in Ireland my team acquired all the necessary skills to demonstrate an excellent level of professionalism and knowledge in order to provide a high level customer service and fulfill every customer request regarding software licensing technical issues.Additional activities performed while working in the Supply Chain Organization:Subject Matter Expert (SME)In this role I was dedicated to create all the process manuals, keeping them up-to-date in order to train all the new agents. I also kept management informed on issues and problems.Total Customer Experience (TCE) ambassador for software licensing team. My responsibilities were having every agent in my team well prepared and ready to deal with any difficult escalations providing an excellent customer service. Total Customer Experience (TCE) Team leader for the supply chain organization. Because of the excellent job performed being a TCE Ambassador I was promoted to be the TCE Ambassadors team leader. I was in charge of the TCE Ambassadors for every process in the Supply Chain Organization. I was in charge of scheduling and leading the meetings with the Supply Chain team managers, follow up on any outstanding problems, delegating responsibilities and implementing action plans to my TCE teamAccomplishments:• Transition and implementation of this process from HP Ireland to HP Mexico• Standardization of the methodologies and SLAs for this process• Subject Matter Expert (SME)• Process Documentation• Total Customer Experience (TCE) Ambassador• Total Customer Experience (TCE) Team leader

Employee Reimbursement was a great way to start at HP, I stayed here for a short period of 3 months but it was a really interesting process where I learned how to deal with difficult HP employees facing bad experiences with their corporate travel expenses.Accomplishments:• Because of the excellent work done in 3 months as a contractor I got to receive an offer to become an HP Employee joining the Licensing team.