Lorenzo D. Email & Phone Number

Sacramento, Ca, Us

Santa Clara, California, United States

Santa Clara, California

Order Management / Logistic OperationProcess all hardware, software, and support orders into SAP ERP system, ensuring accuracy, setting and establishing customer delivery expectations in a timely manner. Book orders in an accurate and timely manner in full compliance with company’s booking policy and SOX procedures. Assist with weekly sales audit. Work and Sales Operations to resolve any customer purchase orders/quotes issues; provide order status and shipment information when requested. Work closely with other functional groups to resolve any orders/shipment issues. Key Accomplishments:o Contributed in implementing RPA process automation for EDI orders. o Successfully completed training on processing orders in 2 weeks vs. 90 days.o Created training materials for new hires.

Santa Clara, Ca

Varex Imaging West LLC, Santa Clara, Ca. Customer Service / Order Management / Sales SupportInterface with U.S. and International customers in pre-sale and post-sale activities. Assume ownership for all customer inquiries and drive to resolution, meeting or exceeding customer expectations. Provide quotes to customers using approved price list. Process customer orders, RMA returns and monitor RMA receipts through incoming inspections, and repair work with quality to drive timely product analysis reports as requested by sales or the customer. Key Accomplishments: o Responsible for supporting 8 Account Managers in 4 different countries.o Improved internal and external RMA procedures resulting from 45 days to 30 days turn around completion. o Improved customer service handling of new and key accounts by improving sales order acknowledgement procedures.o Co-developed new customer service training manual for departmental use.

Sunnyvale, Ca.

Order Management / Customer Service / Sales SupportCreate sales quotations and process customer orders (internal and external customers) in compliance with company policies and practices. Verify pricing, terms, and other items. Troubleshoot transactions when needed. Respond to customer’s order-related inquiries, and address customer satisfaction issues via phone and email. Engage with inter-company departments: shipping, accounting, tech support, sales and marketing, and other depts.Key Accomplishments: o Less than 2% error rate for every 100 sales order transaction processed.o Responsible to supporting 6 Territory Sales Representatives.o Achieved highest score of 98% in Milestone training for new hires.

San Jose, Ca.

Customer Service / Account Management / Order Management Processed customer orders, quotation, billing inquiries, and payment extension/contract requests. Resolve customer complaints, locate resources for problem resolution and design best-option solutions. Interface daily with health care professionals, end users, account managers, and new business clients.Key Accomplishments: o Contributed to securing $10 million in service revenue in a fiscal year.o Improved the work flow of inbound call handling processes, increasing customer satisfaction and call documentation.o Supported 15 field service engineers and account managers.o Responsible for supporting over 100+ customer accounts in 25 states

Fremont, Ca.

Customer Service / Sales Support / Account Management Responsible for documenting and troubleshooting 30+ product complaints daily in conformance with company and FDA guidelines. Researched and resolved customer complaints including authorized RMA returns or exchanges. Qualified consumers with quarterly promotional and brand loyalty programs via phone and emailKey Accomplishments: o Mentored, assessed, and checked the performance of 10 newly hired team members. o Received multiple customer service awards for quality service and support.o Helped company attain highest customer satisfaction rating (as determined by external auditors) earned 98% mark on all categories including communication, listening, problem solving, and customer satisfaction.

Fremont, Ca.

Customer Service / Marketing Coordinated and administered promotional programs to help boost sales for all channels. Supported multi-functioning team with product positioning and new product launch strategies. Aided marketing and customer service groups with marketing initiatives, trade discount programs, and web support. Key Accomplishments:o Co-developed promotional training program for Temp hires to promote company products to US consumers increasing customer base by 15%o Improved departmental communication and procedures between marketing and customer service group by coordinating specialty programs to boost sales.o Implemented new internal documentation practices to improve customer data resulting in significant time researching and resolving customer complaints

Bachelor Of Science, Business Marketing

Associate'S Degree, Multi-/Interdisciplinary Studies, General