Jeffrey Cantu
Allen
Summary
Dynamic Senior Operations Lead with a proven track record of driving successful initiatives and optimizing team performance. Expertise in identifying opportunities for process improvement and implementing effective solutions to enhance operational efficiency. Skilled in cultivating strong relationships and facilitating clear communication across all organizational levels, fostering collaboration and teamwork. Dedicated to achieving exceptional results while promoting a culture of excellence, with a keen interest in roles focused on customer satisfaction and opportunities for professional growth.
Overview
20
20
years of professional experience
5
5
Certification
Work History
Senior Operations Lead
Pegasus Technology Solutions
08.2022 - Current
- Implemented automated reporting dashboards, integrating ERP, CRM, and vendor portals, reducing manual reporting effort by 30%, and improving operational visibility for leadership.
- Collaborated with cross-functional teams to implement data-driven decision frameworks, enhancing forecasting accuracy and customer satisfaction.
- Streamlined quoting process visibility across departments, leading to a 15% improvement in quote turnaround time, and increased operational efficiency.
- Cultivated strategic partnerships with leading OEMs (e.g., Dell, HP, Cisco, Microsoft) to drive program alignment and enhance rebate profitability, resulting in a 20% increase in back-end rebate revenue.
- Monitored certification compliance through Power BI dashboards, achieving 100% on-time renewals, and preventing the loss of partner benefits or discount tiers.
- Analyzed partner program requirements to identify gaps and create action plans, resulting in the company achieving or maintaining Gold/Platinum-level partner status with multiple OEMs.
- Built and maintained comprehensive SOPs for new hires, client onboarding, technical workflows, and order management, while collaborating with cross-functional teams to ensure continuous updates that align with evolving IT systems, vendor requirements, and client needs, resulting in consistent operations and faster team.
- Oversaw order tracking, fulfillment, and procurement operations, ensuring on-time delivery, SLA compliance, and seamless coordination across IT, vendor, and client teams, improving operational efficiency and customer satisfaction.
TECHNICAL ACCOUNT MANAGER
Pegasus Technology Solutions
10.2020 - 08.2022
- Utilized OEM configuration and sizing tools to ensure optimal performance, compatibility, and scalability across customer environments.
- Designed and implemented data-driven hardware solutions with Cisco, Dell, HPE, and Lenovo platforms, cutting configuration time by 25%.
- Worked cross-functionally with engineering teams to diagnose complex customer issues, establish root cause analyses, and execute corrective measures.
- Collaborated with engineering teams to identify the root causes of customer issues and develop corrective action plans.
- Continuously updated product and pricing knowledge across multiple OEM platforms to ensure solution accuracy, optimize proposals, and support data-driven customer recommendations.
- Managed multiple accounts simultaneously while maintaining high levels of service quality.
SR. ACCOUNT MANAGER
Pegasus Technology Solutions
08.2017 - 10.2020
- Guided and coached junior staff in account management and customer service best practices, fostering professional growth and strengthening team capabilities.
- Managed quote creation, order tracking, and procurement operations using CRM tools, enabling faster response times, and supporting strategic account management.
- Cultivated and managed strategic client relationships, ensuring satisfaction, loyalty, and alignment with business objectives.
- Leveraged strong problem-solving skills to resolve complex customer issues efficiently, strengthening relationships, and supporting long-term account success.
- Directed the Deal Registration process across multiple OEMs (Cisco, HPE, Dell, Lenovo), leveraging data insights to track success rates, optimize submissions, and drive revenue growth.
- Directed strategic relationships with multiple Fortune 500 clients, managing complex account portfolios while ensuring top-tier service delivery, and driving customer retention rates above 95% through proactive relationship management, maintaining operational excellence, and superior service standards.
- Managed a $10M portfolio of enterprise technology accounts, driving client renewals and upsells through proactive relationship management and strategic account planning.
- Managed the end-to-end renewal lifecycle for 15+ enterprise hardware clients, achieving a 95%+ renewal rate through proactive engagement and strategic account planning.
CUSTOMER ADVOCATE
GDT
03.2017 - 07.2017
- Managed end-to-end sales operations using SAP to streamline order processing and customer communications, driving a 5% increase in sales conversion rates, and improving overall customer satisfaction.
- Maintained comprehensive and accurate records of all client interactions in SAP CRM, improving data integrity, and enabling more effective sales follow-ups and customer relationship management.
- Proactively identified up-sell, cross-sell, and renewal opportunities within customer accounts, boosting revenue, while enhancing overall customer satisfaction and loyalty.
- Collaborated with cross-functional teams to enhance customer experience and service delivery.
- Generated and validated price quotes using OEM tools and SAP, ensuring compliance with vendor guidelines and customer requirements to accelerate sales cycles, and improve quote accuracy.
INSIDE ACCOUNT REPRESENTATIVE
Forsythe Technology
01.2014 - 01.2017
- Implemented company processes for prioritizing quote-to-cash activities through variable cycles, and maintained a streamlined progression from customer request to purchase order.
- Utilized methods such as manufacturer special pricing requests and deal registrations to complete a client-facing proposal.
- Sustained ongoing relationships with diverse customers, including international clients, outside sales teams, manufacturers, and internal organizations.
- Managed client leads, forecasted pipeline through the CRM tool, Salesforce.com, requiring data input and dashboard creation. Generated monthly reports via the Oracle database for end-of-month bookings.
- Supported two account managers finishing in the top 5 of 80, with a combined product revenue of $68 million.
- Coordinated weekly calls with clients and account teams via Webex, conference call, or Lync to discuss existing opportunities, projects, and address any outstanding issues. The calls proved to be an effective tool to enhance client relationships.
- Provided pertinent information for Accounts Payable, Tax/Tax Exemptions, and Credits, including those necessary for resolving shipping matters.
- Knowledgeable in the following lines of business: networking, storage, and security (e.g., Cisco, HP, Dell, Hitachi, FireEye, EMC, VMWare, BeyondTrust, RSA, Red Hat…).
- Served as the primary client advocate, aligning hardware solutions and lifecycle plans with business goals to ensure long-term account stability and growth.
Operations Manager
Sears
01.2012 - 01.2014
- Collaborated with the Regional Vice President to establish sales goals and budgets for assigned territories, contributing to an 11% increase in EBITDA, and optimizing profitability through targeted financial planning and performance management.
- Interpreted daily reports for measuring the Mesquite location's operating cash flow based on daily data provided.
- Direct and indirect interface with various vendors and manufacturers regarding current product availability and new proposed products.
- Actively recruited associates, conducted interviews, and provided input in the hiring phase.
- Conducted weekly individual sales performance reviews, and provided necessary resources and tools for better customer service.
- Addressed customer sales issues and/or product concerns.
- Investigated store product loss discrepancies, and implemented current and new programs for better manageability.
- Communicated and implemented enterprise-wide Standard Operating Procedures to all employees for increased sales.
ASSISTANT STORE MANAGER
Lowe's
01.2006 - 01.2012
- Oversaw store operations, generating $22 million in annual sales, ensuring accuracy in inventory, scheduling, and payroll control.
- Reduced shrink by 14% through improved inventory management, compliance checks, and staff accountability.
- Collaborated closely with store and district managers to develop budgets and implement sales initiatives, contributing to an 8% year-over-year sales increase, coordinated training programs that improved team performance by 15%, and consistently achieved or exceeded store performance goals.
- Spearheaded collaboration with suppliers and vendors to optimize inventory management, reducing stockouts, and ensuring consistent product availability to support sales targets.
- Played a key role in planning and executing new department layouts during store openings and mass receiving, accelerating setup times and optimizing product placement to enhance customer experience and operational efficiency.
Education
Associate of Science - Psychology, Business Management
Collin County Community College
Frisco01.2008
Associate of Science - Psychology
Blinn College
Bryan01.2007
High School Diploma -
Allen High School
Allen01.2004
Skills
- Highly organized
- Building and managing client relationships
- CRM management expertise
- B2B enterprise selling
- Process optimization
- Cross-functional leadership
- Detail-oriented approach
- SOP creation and management
- Proficient in managing multiple tasks
- Experienced with Microsoft Office applications
- Verbal and written communication
- Data-driven decision making
- Lean Six Sigma fundamentals
Certification
- Fortinet Certified Fundamentals in Cyber Security
- Arista Sales Accreditation
- Lenovo Data Center Technical Sales
- VMware VTSP - SV
- HPE ATP Hybrid IT Solutions
- Fundamentals of Agile Project Management
- Juniper Networks Data Center Technical Sales
- Arista Technical Accreditation
- Lenovo Data Center Sales
- HPE ASE Server Solutions Architect
- Pure Storage Technical Accreditation
- Lean Six Sigma White Belt
Timeline
Senior Operations Lead
Pegasus Technology Solutions
08.2022 - Current
TECHNICAL ACCOUNT MANAGER
Pegasus Technology Solutions
10.2020 - 08.2022
SR. ACCOUNT MANAGER
Pegasus Technology Solutions
08.2017 - 10.2020
CUSTOMER ADVOCATE
GDT
03.2017 - 07.2017
INSIDE ACCOUNT REPRESENTATIVE
Forsythe Technology
01.2014 - 01.2017
Operations Manager
Sears
01.2012 - 01.2014
ASSISTANT STORE MANAGER
Lowe's
01.2006 - 01.2012
Associate of Science - Psychology, Business Management
Collin County Community College
Associate of Science - Psychology
Blinn College
High School Diploma -
Allen High School