Jose Rivera Email & Phone Number

Tokyo, Jp

Tokyo, Japan

Tokyo, Japan

Lead cross functional initiatives to improve Customer experience. Based on VoC and customer Intelligence, identify, propose and support execution of Customer Journey initiatives. Support VOC analyst, as well as UX design/research team to design Customer Journey initiatives. Collaborate with GPM, Regional Sales, Marketing, and Customer Service teams. Improve visibility of processes, customer satisfaction and Wacom's operational performance, with regards to Customer Journey.

Portland, Oregon Area

Developed the Inside Sales Organization and Infrastructure Train and lead team interaction with US and Latin America account sales managers.Assist sales management in conveying customer needs to product managers and technical support staffDevelop best practices and process to ensured utilization in the Sales Department.Report forecast, data analysis and ROI to VP of Latin America.Conduct inside sales activities including prospecting, developing opportunities and sales materialsHelp drive revenue to meet or exceed quarterly revenue targets and sale objective.Act as liaison between legal and account management regarding contract negotiations.Document employee performance and conduct annual reviews.

Contributed to the growth of key accounts by identifying and developingopportunities with key cross‐functional teams, US/ Latin America AccountManagers, and Sales Leaders.Execute tactics, campaigns, and programs with key Sales staff, cross-functionalteams.Account forecasts, budgets, and plans in partnership with Account Managersand Sales Leaders.Reviewed, analyzed, and reported key performance trends and insights tomanagement that help improve forecast accuracy and business results in both regions.Participated in annual, cross‐functional, business teams to assure for successfulcoordination and leverage of company systems and processesCollaborated with the National Account Managers to support the prospecting and closure of new, channel accounts .Assisted the National Account Managers with data analysis, report generation,supporting asset creation and actively participate in regularly scheduled Channel.

Technical support to Latin American and North American Customers resolving hardware and software related issues related to the Wacom Products.Resolved complex technical issues via phone, email and varied media portals.Documented all transactions & customer communication within the CRM Solution.Strive for first contact resolution and meet productivity levels in compliance with company guidelines.Troubleshooting, configuration, and troubleshooting laptop, slate, and tablet platforms using advanced knowledge of Microsoft Operating Systems, Mac OSX, as well as software applications and device drivers.

Responsible for maintenance of 4 server racks, Cisco routers and switches.Assisted students with projects in VOIP networks, Cisco routing (RIP, RIPv2, EIGRP, OSPF) and Kentrox switches.Tested and repaired Ethernet RJ-45 cables.

Used CRM for tracking, information gathering, and/or troubleshooting. Monitored sale's goals on a weekly basis.Efficiently resolved outstanding customer service, product, and billing Issues.Successfully retained customers by troubleshooting and offering incentives that benefited their needs.

Computer Systems Networking And Telecommunications

Degree in Data & Telecomunications

University College Certificate, Computer Technology/Computer Systems Technology