PROFESSIONAL SUMMARY:

Over 20 years of professional experience in General Management, Sales, Marketing, International Sales and Marketing, Procurement, Pricing and Margin analysis, Business and Systems Analysis, Project management, Product and Market Development, IT, Database, Technical support, customer support. A proven professional with excellent communication, technical, and team building skills, bilingual in English / Portuguese, fluent in Spanish

CORE COMPETENCIES:

• General Management, Sales and Marketing Management, HR, Channel Management, Product Management, Project Management, Customer Services, B2B sales, agent/vendor development, strategic planning
• Business / Systems Analyst, documentation, requirements gathering, use case, Visio, process mapping, BPMN, SDLC, data, spreadsheets, flowcharts, graphs, quality testing and error fixes, web based application software
• Data analyst, worksheets, Excel, inventory, trending, forecasting, POS, metrics, ecommerce, dashboards, reports, strong analytical / problem solving skills, call center management
• CRM, Salesforce, database and document management, Excel, pricing margin analysis, contract negotiations
• SEO, ecommerce, content and link building, Google Adwords analysis, PPC, web hosting and analytics
• Real Estate license - licensed in TN - expired license

TECHNICAL SUMMARY:

Applications/Software: MS Office, Excel, Visio, CRM, Salesforce, Oracle, Proprietary Management Tools, Remedy, Rio, OMS ordering system, workbrain, OnQPiM, Polaris, SAP, Reflections, MAX, HRMS, KIWI, JDE, Kronos, ICIMS, Lotus Notes, familiarity with VBA and SQL, Citrix, Avaya, Drop Box

Telephony: Telecommunications, prepaid calling cards, wireless, VoIP, virtual call center solutions and technology, call centers, softphone, call management online tools, routers, servers, networks

IT: Windows XP, Vista, 7, 8, 8.1, Cisco CCNA, Active Directory, Oracle, VMWare, SharePoint, software application user support,Win7 migrations, networks, admin, analyst, customer support

Hardware: pcs and laptops, handhelds, docking stations, printers and scanners, copiers, telephony hardware

Billing: telecom billing system, wholesale rates and retail margin setup, rate analysis, A/R for callback and VoIP services, A/P telephony line providers, managed charge backs, prepaid funds, agent commissions

SKILL:

Foreign Languages: Bilingual English and Portuguese (Brazilian), Fluent in Spanish

Managerial: General Management, Sales and Marketing Management, Billing, Pricing, Margins, Procurement, Project Management, Product Management, Virtual Call Center Management, P&L

Sales: B2B, B2C, VAR, Channel Sales Management, Direct Sales Management, Technical Sales, Retail Sales Management, Software Sales, Customer and Team oriented, Distribution, Negotiator, Closer

Marketing: Marketing Research, International, Marketing Plan, Promotional campaigns, private label, social media, SEO, e-commerce, Google AdWords and analytics, PPC campaigns, HTML

International: International Marketing /Sales Management, International Business Development, Distribution

Business: Business Analyst, Consulting, Business & Marketing plans, New Business Development, Strategic Planning, Billing, Financial reporting, Startups, Private Label, Trainer, fast pace environment, CRM, Salesforce, Constant Contact, Oracle, BPM business process modeling, reseller and development

HR: compensation, prepaid funds and commissions, recruiting, hiring, of agents and resellers, metrics, contract negotiations, agreements, database, reports, terms and provisions, ICIMS

Customer Services: personable and confident, defuse difficult situations, adaptable to fast-paced environment

WORK EXPERIENCE:

Confidential, Memphis, TN

Data Analyst

Responsibilities:

• Data analysis, spreadsheets, interpreted and managed large databases, medical terms and companies for spine, ortho, biologics, and medical devices 510K data, used excel functions, pivot tables and vlookups
• Marketing Research of all medical for spine, ortho, biologics, issues, market data, news, forecasts and projections of the spine market, created reports to fill company-wide requests, weekly and monthly reports

Confidential

Managing Director / Project Management / Business Analyst

Responsibilities:

• Negotiated and sold B2B and B2C telephony contracts and accounts internationally, new business development, sales and marketing, while maintaining full P&L; recruited, hired, trained, and managed a team of international telephony agents/resellers; offered wholesale and retail solutions; ecommerce, created / managed co. websites
• Setup, tested and supported web-based application software for billing, CDRs, pin creation, accounts creation and management, rates, reseller margins, trouble tickets routing problems, online call center management tools
• Data analysis, cost and margin analysis, spreadsheets, flowcharts, forecasting, quality testing of web based apps
• Supported virtual call center management websites, SEO, proprietary trouble ticket systems, Salesforce, ran over 100 agents worldwide. Developed user guides and standard operating procedures (SOP) for resellers to effectively manage their telephony business online management tools, subagents, retail base, commissions
• Hired and managed line/cost suppliers, providers, techs, the billing telecom system, wholesale rates and retail margin analysis & setup; document management; distribution; liaised between suppliers/vendors and resellers
• Purchased and resold minutes from major vendors, managed payments and prepaid funds for all services, agent commissions, compensation, contract negotiations, agreements, pricing, margins, prepaid calling cards, SIM

Confidential, Memphis, TN

Sr. Business Analyst - Consultant

Responsibilities:

• Worked with Solutions Architect, PM, and Confidential IT group, requirements gathering, identified business processes, actors, process attributes and definitions, BPM flows, flowcharts, process flow diagrams, functional requirements specifications (FRS), use case, evaluated processes and systems, questionnaires, documented current state for HR business, tech, and operational procedures, identified major pain points and objectives, process mapping, familiarity with ARIS cloud BPMN system, analyzed 14 SAAS HRMS vendors, documented full list of requirements and processes for RFP, created change enablement strategy and plan
• Interviewed all heads of department and major players of Confidential HR, completed current state analysis and questionnaires, fully documented business and tech processes for Compensation, Business Partners, Talent & Acquisition, Learning, Benefits, Operations, Payroll, HRIS, Consulting, Analytics; created ‘Epic’, ‘User Stories’, process mapping, Visio and data flow diagrams; familiarity with ICIMS and Kronos; SDLC

Confidential, Memphis, TN

Project Analyst

Responsibilities:

• Identified Confidential owners, gathered data, and analyzed Confidential hotel owners’ property ownership structure and contracts through OnQInsider, OnQPiM (property information manager); evaluated and assisted in determining owners’ club level participation in the Owners Access club; documented processes, business needs and objectives, to maintain procedures and standards; completed on the Concierge Portal; managed and contributed to the database comprised of all Confidential brands and hotel properties, worldwide
• Used SALESFORCE to create, document and manage the database of all contacts, companies, cases, tasks, property information, property ownership, data verification, campaigns, owner ps, concierge services, private and public companies, property management companies, property legal and brand correspondents, influencers, major and minor investors of all Confidential brands. Used Drop Box, business process modeling, Visio
• Managed and completed all of the new applications from inception to completion, opened new cases rendering full contact and property analysis, created and assigned various tasks to provision club s, QA, special communications with owners and vendors, customer support, closed cases
• Responsible for all Owners’ Access kit fulfillment and provisioning steps, liaised with the HHonors group to request HHonors numbers and Product codes, used Polaris interface to determine HHonors # and Product Code, created and sent the biweekly lists to the printers and distributor companies
• Database analyst responsible for the extraction, analysis and presentation of various monthly and quarterly management reports documenting and reporting proprietary data results for all Confidential brands worldwide

Confidential, Memphis, TN

Business Analyst - Project Technical Lead

Responsibilities:

• Provided software and hardware support to home based agents
• Backed up and migrated home based users from Windows XP to Windows 7; set up new Lenovo computers, installed all required software and personalized each computer to the end user’s needs; Windows 7 level 2 (Enterprise) remote troubleshooting and diagnosis.
• Hardware, Software, Network troubleshooting and problem determination including ISP, VPN, DNS, Active Directory, Domain and connectivity issues, 1Source, CAD, Outlook, Citrix
• Worked asa team player to ensure that escalation tickets are addressed for all system, hardware, and software issues including entering tickets for equipment to be shipped from the repair center using RDC and Oracle.

Confidential, Memphis TN

IT Customer Support Analyst

Responsibilities:

• Provided help desk technical support and incident management to users of IT systems and peripheral equipment company wide.
• One stop shop, with attention to quality; Inbound and Outbound calls, Mexico, Brazil, Europe
• Analyst responsible for resolving as well as receiving, logging, handling, escalating, and documenting any IT incidents involving hardware, software, applications, user name and passwords creation, reset and verification, or products on the IT standards list.
• Used Remedy ticketing system, My Help knowledge base, managed self-service queue, minimized impact of IT outages, met performance metrics, strong documentation skills
• Provided dedicated IT incident resolution and management services to customers by resolving, receiving, tracking, prioritizing, and documenting IT problems, inquiries, requests for service
• Networked in cross-platform environments, TCP/IP, remote connectivity, Windows, Active Directory, client/server environments, email, chat, wireless devices, printers, and web portals. Specific applications included Windows 7/XP, Microsoft Office, Lotus Notes, Reflections, wireless, Anti-virus, McAfee, SMS, SAP, Workbrain, Witron, JDE, MAX, HRMS,KIWI
• Excellent customer service skills, personable and confident, met and exceeded all metrics, able to diffuse difficult situations, adaptable to fast-paced, quickly changing environment

Confidential

Customer Services Representative and Problems Resolution Rep

Responsibilities:

• Responsible for all Confidential billing, sales, and tech issues - Advisory role and Coach to call center new hires
• Help Desk support, handled all technical issues and all problems relating to receivers, activation, wireless, connectivity and networking issues; emphasis on one stop solution with attention to quality service and delivery
• Sales of Confidential services and equipment, and ISP partner services for internet and phone used OMS ordering system to register customer orders, and Rio ticket system for customer responses
• Used knowledge data base to provide support on every call.
• Daily use of proprietary software, citrix, OMS, sharepoint, Avaya softphone, and internal email and chat system.
• Strong IT and customer service skills

Confidential, Ft. Lauderdale, FL

Sales and Marketing Manager

Responsibilities:

• In charge of international B2B sales and marketing, new business development, recruiting/hiring of agents worldwide, contractual negotiations, pre-sales and post-sales support, market research, business planning and reporting, financials, pricing, margins, quarterly corporate status reports, bottom line responsibility for the Division
• Worked with a NACT switch, entered and extracted data, billing reports, daily and weekly reports, CDRs, rates, pin creation, and account management reports
• Sold prepaid calling cards, VOIP, dedicated lines, international long distance, Callback.
• Developed manuals to support resellers on all products available in our division
• Controlled multimillion dollar accounts worldwide
• In charge of B2B day to day sales operations, cold calling, direct sales, account management.
• Pre-sales and post-sales follow up, and of new users on the use of the callback system
• Directed the sales of Callback solutions to both wholesale and retail base of clients mid/large size companies;
• Marketed VSAT services to ABC's (American Business Centers) in the CIS