Summary
Overview
Work History
Education
Skills
Timeline
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Kelvin Palafox

Phoenix,AZ

Summary

Customer Relations Representative with 8+ years of experience in client relationship management, order management, and technical support. Skilled in bilingual communication, cross-functional collaboration, and team leadership. Adept at driving revenue growth, improving processes, and enhancing client satisfaction through innovative solutions.

Overview

8
8
years of professional experience

Work History

Order Operations Specialist / Coordinator / Analyst

Avnet
12.2024 - Current
  • Utilized ERP/CRM systems (SAP, Salesforce) for order tracking, reporting, and process optimization.
  • Coordinated cross-functionally with finance, logistics, and operations to optimize order-to-cash processes.
  • Supported forecasting and demand planning through data-driven reporting and KPI tracking.
  • Consistently maintained high client satisfaction scores by resolving order discrepancies and billing issues quickly.

Customer Service Sales Analyst

AmSafe Aviation
01.2023 - 01.2024
  • Spearheaded a customer satisfaction initiative, resulting in a 20% improvement in client feedback scores.
  • Reduced order processing errors by 15% through a new quality check procedure.
  • Played a pivotal role in closing a major airline deal, contributing to a 10% increase in annual division revenue.

Order Management / Account Specialist

Carlisle Fluid Technologies
01.2019 - 01.2023
  • Expedited and managed large projects, achieving a 16% increase in accuracy and improving on-time delivery.
  • Facilitated hiring and training of two junior associates supporting the Mexico territory.
  • Recognized as Employee of the Month three times for exceeding daily order entry quotas and leadership.

Customer Service / Troubleshooter

Apria Healthcare
01.2018 - 01.2019
  • Exceeded daily call and resolution metrics, averaging 95% customer satisfaction ratings.
  • Trained and mentored new reps on systems, troubleshooting, and communication.
  • Streamlined dispatch operations, reducing response times by 20%.

Education

Associates of Business Administration - Academic Scholarship

Phoenix, AZ
01.2018

Skills

  • Client Relationship Management
  • Planning and coordination
  • Cross-functional communication
  • Order Management
  • Technical Support
  • Bilingual Fluency
  • Team Leadership and Training
  • International Management

Timeline

Order Operations Specialist / Coordinator / Analyst

Avnet
12.2024 - Current

Customer Service Sales Analyst

AmSafe Aviation
01.2023 - 01.2024

Order Management / Account Specialist

Carlisle Fluid Technologies
01.2019 - 01.2023

Customer Service / Troubleshooter

Apria Healthcare
01.2018 - 01.2019

Associates of Business Administration - Academic Scholarship

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