Platform Services at Hewlett Packard EnterpriseInformation Testing Engineer III

Accountable for the attention, monitoring, billing, and development of key accounts. Direct report to the Personal System Commercial Distribution Manager.• Insight Key account dedicated OSR (Order Service Representative).• Created daily sales reports for Insight VPA partner.• Managed and lead daily follow-up calls with the partners Account Managers.• Track and solve the partner’s reported issues, such as, invoicing problems, price discrepancies, returns, credits, and rebills.• Backlog management• Trained over 20 members of my team in the usage of our OSS reporting tool as I became a Subject Matter Expert in the tool usage.• I increased customer satisfaction by 20% by delivering daily reports of the volume and amount of sales of key accounts.• Reduced problems and claims of incorrect pricing in the hp system by 30% by monitoring and proactively working with the hp pricing team to ensure timely updates.

Accountable for the attention, monitoring, billing, and development of key accounts. Direct report to the Personal System Commercial Distribution Manager• CDW Logistics Key Account dedicated OSR (Order Service Representative).• CSR for Regional Source Sales Partners accounts, Central, West and, East Regions.• Provided partners support and response via Telephone, chat, and e-mail, to requests such as: order status, invoices escalation request, DOA and lost claims and replacement, manual order entry, order management, order review, and release.• Managed and kept orders clean and flowing into production (Backlog management)• Created a Monthly Source Sales Mail Metrics report.• Developed a method to measure the amount of order status requests received by the team.• Implemented excel macro to measure Mail response time metric for all members of my team.• Volunteered and Managed 2 regions (Central and East) for more than a year saving 1 resource to my department resulting in cost savings.• Continuous process improvement through automatization and documentation.• OSS SME (Subject Matter Expert)• I saved the cost of 1 resource by taking the management of two regions (East & West) keeping the response metrics in green.• I reduced my team’s email response time by 50%, from 8 to 4 hours, by introducing new metrics to monitor agent response times.• I lowered the number of stopped orders with system problems from $ 1 million to less than $ 500,000 by introducing a new workflow that immediately identified these orders to flow into production.

Accountable for the care and support of Small and Medium Business accounts.• Dedicated CSR for the SMB Tier 2 model providing dedicated customer service support for the HP SMB biggest accounts.• HP SMB Order Management (Manual Order Entry, Credit, credit & rebill and returns processing, Order status (dropship, Mi5, pick pack ship, Order Cancellation)• Provided reporting of discontinued items to the WEB team to have them removed from the SMB website. • Managed Product Availability reports, aged and open orders report• Inside Sales Rep Engagement and assistance.