Will Santos Email & Phone Number

Charlotte, North Carolina

Primary interface for broadcasters, clients and international business units; entered new requests, sales orders, and scheduled adjustments into in-house schedule application; resolved escalated client issues, communicated all outages and service changes to customer base and business units; supported business development management team, provided administrative support for the sales cycle and follow sold projects through to installation, coordinated with sales, marketing and engineering to launch new channels and websites; trained call center reps to cross-sell products, and ensured that the call center / fulfillment center had the required information and inventory for new product launches.Collaborated on a major project that successfully migrated 50,000 customers from previous encryption system to current system within 9 months where previous project with a different dept. took 1.5 years to complete.Monitored customer service interaction and monthly billing cycles to ensure that all customers were sent a monthly invoice, and/or auto-charged their credit card in a timely fashion. Maintained inventory levels for inventory discrepancies; created and entered new stock identification numbers and product structure; prepared inventory reports and highlighted low stock items; ensured that all defective items were sent back; trained call center reps on new inventory and procedures. Maintained client relationship functions and entrusted with the most complex client relations issues as a result of exceptional ability to promptly resolve concerns and satisfy customers; reviewed performance reports, identified areas to improve, implemented measures to improve performance levels and objectives; cultivated positive and enduring relationship with customers. Streamlined reporting operations and prepared performance reports for the business development team, business units, clients, upper management, and coordinated meetings amongst the various offices.

 • Assisted clients with user applications, managed systems access, and maintained daily work logs of service requests.• Maintained departmental calendar, intranet and CRM database; provided sales support to the sales and marketing depts. ensuring sales and service objectives were met. Produced monthly reports detailing performance assessments, ad-hoc reports as requested by field staff, upper management, and clients; assisted branch staff with internal applications and documented solutions that are now a source of reference for all new and current staff when attempting to solve similar problems.

Reviewed and processed invoices, expense reports, paid vendors, and travel advances for payment.

Education record

A.A.S., Programming & Systems