Joseph Cardenas Email and Phone Number
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As a Technical Account Manager and Analyst at Salesforce, I leverage my 8x Salesforce certifications and my extensive experience in customer service, business operations, and data analytics to deliver top-tier support and solutions to clients in the technology industry. I have been working at Salesforce for over four years, starting as a Support Engineer and progressing to my current role in January 2024.I am passionate about enhancing client satisfaction, improving business processes, and collaborating with internal and external stakeholders. I am the primary contact for client escalation management, ensuring the strategic engagement of support resources and resolving complex issues. I also monitor and oversee cases, consistently exceeding KPI goals and receiving positive feedback via CSATs. Additionally, I am a Knowledge Champion, responsible for updating and creating knowledge articles and internal processes within Support’s Lightning Knowledgebase. I have successfully completed the Accelerate Aspiring Leader Journey, a rigorous one-year program focused on honing leadership skills for those aspiring to be people leaders.
Salesforce
View- Website:
- salesforce.com
- Employees:
- 83776
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SalesforceSeattle, Wa, Us
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Customer Success ManagerSalesforce Jan 2024 - PresentSan Francisco, California, Us• Primary contact for client escalation management, working towards solutions to enhance client satisfaction• Monitor and oversee cases to ensure the strategic engagement of support resources• Collaborate closely with support teams, the customer success group, and account teams to ensure seamless service delivery.• Leading projects to improve operational efficiency, including automating reporting for top clients and developing processes for managing high-volume go-live events.
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Support Engineer (Tier 2)Salesforce Apr 2019 - Dec 2023San Francisco, California, Us• Deliver top-tier technical support to customers and partners, consistently exceeding KPI goals and receiving positive feedback via CSATs• Knowledge Champion: responsible for updating and creating knowledge articles and internal processes within Support’s Lightning Knowledgebase• Successfully completed the Accelerate Aspiring Leader Journey, a rigorous one-year program focused on honing leadership skills for those aspiring to be people leaders
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Senior AnalystVerizon Oct 2018 - Mar 2019Basking Ridge, Nj, Us• Create and improve business documentation and policies to automate processes• Use analytical skills via Business Intelligence tools to identify trends and gain insights into customer-facing contacts• Utilize project management skills to determine business requirements, collaborate with stakeholders, ensure projects are deliverable and align with business goals• Quality Assurance duties include phone call audits, sharing feedback with management, and analyzing trends with customer interactions -
Product Support LeadYahoo Sep 2015 - Oct 2018Sunnyvale, Ca, Us• Appointed as the Subject Matter Expert (SME) for e-commerce products, serving as the primary point of contact for escalations and complex inquiries• Demonstrated leadership skills through supervisory responsibilities, including covering for management during absences, conducting interviews for prospective candidates, and providing comprehensive training, peer mentorship, and coaching to onboard a total of 10 new team members• Provided constructive feedback on case handling to teammates and frontline customer representatives -
Concierge Support, Executive EscalationsYahoo Aug 2013 - Sep 2015Sunnyvale, Ca, Us• Effectively tackled and resolved high-stakes customer-facing issues, handling escalations from C-level Executives, the Better Business Bureau, Attorney General's office, Legal, and other key departments.• Proficiently managed time-sensitive cases, consistently meeting 1-hour SLAs while providing white-glove customer service• Cross-Departmental collaboration with multiple teams: Product, Engineering, Legal, Partners, Operations, and other Support Teams
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Packaging TechnicianGenentech Mar 2012 - Feb 2013South San Francisco, California, Us• Perform GMP and FDA-regulated tasks including inspection, handling, packaging, and transportation of products.• Execute multiple programs such as MES, SAP & Microsoft office.• Elected to the board of the company’s ergonomic committee and tackled issues regarding safety as well as photographing and designing awareness posters,flyers, and pamphlets for employees. -
Technical Support / EscalationsStream Global Services Sep 2010 - Mar 2012Eagan, Mn, Us• Duties included handling inbound support calls for hardware, billing & networking issues.• Responsibilities also included making outbound calls to handle cases that could not be resolved by first level of technical support• Using time management skills to schedule callbacks and meet daily quotas• Take supervisor calls whenever requested by customers -
It Help DeskUniversity Of Oregon Library Sep 2007 - Aug 2008Eugene, Or, Us• Responsible for helping students and faculty with the following issues: Computers(both hardware & software), Print & locating resources within the library• Tutored students on how to use computer software/programs such as programs included in Adobe Suite.• Duties required proficient knowledge in computer software such as Microsoft Office, Adobe programs, and more.
Joseph Cardenas Skills
Joseph Cardenas Education Details
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University Of OregonDigital Arts
Frequently Asked Questions about Joseph Cardenas
What company does Joseph Cardenas work for?
Joseph Cardenas works for Salesforce
What is Joseph Cardenas's role at the current company?
Joseph Cardenas's current role is Customer Success Manager, Associate @ Salesforce | 8x Certified.
What is Joseph Cardenas's email address?
Joseph Cardenas's email address is jc****@****inc.com
What is Joseph Cardenas's direct phone number?
Joseph Cardenas's direct phone number is +120987*****
What schools did Joseph Cardenas attend?
Joseph Cardenas attended University Of Oregon.
What are some of Joseph Cardenas's interests?
Joseph Cardenas has interest in Guitar, Social Services, Comics, Music, Mythology.
What skills is Joseph Cardenas known for?
Joseph Cardenas has skills like Social Media, Microsoft Office, Customer Service, Microsoft Excel, Adobe Creative Suite, Customer Satisfaction, Leadership, Customer Experience, Troubleshooting, Team Leadership, E Commerce, Crm.
Who are Joseph Cardenas's colleagues?
Joseph Cardenas's colleagues are Eddie Bardin, Brian Hertziger, Mae Bolton, Shravan Kumar Das, Paul Maina, Alfonso E. Ordonez, Eduardo C..
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