Bonny Noboa
Hialeah
Summary
People oriented individual with attention to detail, a positive attitude and enthusiasm to improve the team. Coming with strong knowledge of CRM systems and practices, leading a team of 17 persons before National Accounts started in Nov 2022 and 4+ years proven customer support experience.
Overview
8
8
years of professional experience
Work History
National Accounts Specialist
ADI Global (Pro AV Solutions)
11.2022 - Current
- Built strong relationships with the National Accounts customers, resolve issues, and create a positive experience with customers
- Achieve established Service Level Agreements for company, regional team and individual performance through teamwork and focus on customers.
- Held one-on-one meetings with sales team members to identify selling hurdles and offered insight into best remedy.
- Collaborated with upper management to implement continuous improvements and exceed team goals.
- Built relationships with customers and community to establish long-term business growth.
- Receive and process customer orders and quotes in ERP system and mange order logistics.
- Handle customer service requests that may include research and synthesis of data.
- Monitor and report on sales performance and customer feedback
- Identified and resolved technical issues for clients, resulting in a 20% reduction in escalated
support tickets.
POD Leader (TeamLead)
Herman Pro AV (ADI Global)
06.2021 - 11.2022
- Placed in charge of a small AV team, organized in a pod which later became a larger group of 17 persons.
- Focusing on assigning and prioritizing work, clarifying requirements, and managing projects and resources.
- Enforced rules and regulations outlined in company manual to set forth expectations comprehensibly and consistently.
- Provides information, instruction, feedback, suggestions, recognition and encouragement to maximize success on the job.
- Accurately assess the training needs of individuals, identifying both strengths and areas to be developed.
- Committed to continuous improvement with customer in mind by constructing statistically based emails for upper management to review.
- Ensure adherence to Client Service Level Agreements (SLAs) such as Customer Satisfaction, Service Level, Handle Time & Customer Effort.
Sales Support Specialist
Herman Pro AV
06.2019 - 06.2021
- Handled high volume customer calls, processed high priority purchase orders and quotations of multiple key company accounts
- Assisted with Technical Service inquiries for AV Products
- Employed product knowledge and active listening skills to gather information necessary to identify needs and opportunities.
- Processed Return Authorizations for returns to national warehouses and manufacturers.
- Performed account management for corporate and high-profile customers.
Executive Assistant
Compass Health Systems
02.2016 - 06.2019
- Screen patients for doctor evaluation
- Manage scribe schedules for various rounds per doctor/ per hospital
- Create policy and procedures for new projects
- Review billing logs for accurate coding per patient visit
- Produce reports for provider productivity meetings
- Handle patient complaints with utmost care while organizing C-level and business meetings
- Aid in new hire/termination process of employees including an introduction email to the entire company
- Research, collect, and analyze information for new projects for the CEO.
- Handled confidential and sensitive information with discretion and tact.
- Screened calls and emails and responded accordingly to support executive correspondence.
Education
Bachelor of Science - Biology
Florida International University
Miami, FL12.2014
Skills
- Active Listening
- Adaptability & Tenacity
- Communication and new business relationship development
- Empathy
- Proactive
- Intraday Management
- Proficiency in Zoho (CRM), Epicore Prophet 21 (P21), and Adonis
Websites
References
- Steven Light, Former Director of Operations, Herman Pro AV (ADI Global), Stevenlight14@gmail.com, 954-628-3824
- Greg Miller, Director of IT, Compass Health Systems, Miller.greg@gmail.com, 724-413-6228
- Christina Foley, Sales Rep, Evolis, 856-816-1132
Certification
Active volunteer member of MIRA USA
Helping others moves us to become something better.
Languages
Spanish
Full Professional
English
Native or Bilingual
Timeline
National Accounts Specialist
ADI Global (Pro AV Solutions)
11.2022 - Current
POD Leader (TeamLead)
Herman Pro AV (ADI Global)
06.2021 - 11.2022
Sales Support Specialist
Herman Pro AV
06.2019 - 06.2021
Executive Assistant
Compass Health Systems
02.2016 - 06.2019
Bachelor of Science - Biology
Florida International University
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