Summary
Overview
Work History
Skills
References
Certification
Languages
References
Timeline
Generic
Ricardo Lara

Ricardo Lara

Guadalajara,México

Summary

Results-driven Service Manager with a proven ability to resolve customer issues efficiently. Skilled in developing store-wide policies that enhance customer engagement and minimize problems. 8 years of progressive experience.

Overview

8
8
years of professional experience
1
1
Certification

Work History

Service Manager, CSS

Oracle Mexico
Guadalajara , Jalisco
01.2023 - Current
  • Proactively monitored service requests from customers with the contracted service, ensuring continuous progress of submitted service request.
  • Coordinated efforts with engineers, dedicated development teams and other cross-functional units to meet diverse requirements.
  • Maintained regular communication with customers to ensure their needs were met and provide updates on progress.
  • Ensured smooth operation through consistent report upkeep.
  • Streamlined operations in ExaaCC & On-premise environment projects.

SOP-Sales Support-Partner & Profiling Process Lead.

Hewlett Packard Enterprise
Guadalajara, Mexico
11.2018 - 04.2022
  • Creation and maintenance of Partners for HPE at AMS level, from the moment they are registered for onboarding until their termination and all the solidifies involved in the life of a partner with HPE, from new accesses, programs, corrections, clarifications, etc
  • Proactivity and careful attention to Partners to achieve the objectives set by means of cases, request in SFDC
  • Management of Partners account set up, configuration using Siebel PRM, MDCP, EMDM
  • Management and documentation of relevant information in partner systems, processes and applications
  • Identification and anticipation of possible problems and needs to achieve greater efficiency and satisfaction of the portal tools
  • Teaching modules, relays, system tools to teammates (local and extended team)
  • Coordination with other departments and work in close collaboration with Partner Support (L1 of support from customers), Contracts and legal team, Portal experience team (UPP)
  • Evaluation of user traceability solutions, personalization, a / b testing related to Partner newest tool and parallel systems
  • Extraction of reports through BOE.

Account Creator Analyst

Hewlett Packard Enterprise -CW
02.2018 - 11.2018
  • My main tasks were applied on a CPQ area where through as series of validation and requirements from customer and Sales Reps I have to decide if a new SFDC account was created, reused or updated for the purpose of link sales opportunities that came from customer to the HPE records, and so this accounts continue with their billing, quoting process after my review.

DIP Analyst -HPE CW -2017-2018

Hewlett Packard Enterprise -CW
01.2017 - 01.2018
  • Through a weekly distributed file we analyzed information created by sales transactions through different internal tools, portals of legal information to be able to attribute a compensation to the correct account in the systems of HPE (Sales Territories)
  • As a form of support to this process, I was trained to support the conflicts that day by day due to similarity of information could be created every day, analyzing carefully the information contained in the sales info and in the multiples sales territories.

Skills

  • Strategic business planning
  • Employee Training and Development
  • Customer Service Management
  • Workflow Management
  • Technical Troubleshooting
  • Goal-Oriented
  • Regulatory Compliance
  • Analytical Thinking
  • Problem-Solving
  • Data Analytics
  • Employee Supervision
  • Software Updates
  • QA testing

References

  • Ana Karen Pacheco O., SNI Specialist Mx , Hewlett Packard Enterprise, +1-3314889013
  • Natalia De la Mora, SOP-Sales Support, Hewlett Packard Enterprise -CPQ, +1-3313281318
  • Jesus Israel Trejo J., Content Programmer of content II, Envato Elements, +1-3311384156

Certification

  • Automation expertise (Workfussion Automation Certification) - 2019
  • Java (Bootcamp, Online certification)- 2020
  • ITIL V4 - (Online certification) - 2024

Languages

English
Full Professional

References

References available upon request.

Timeline

Service Manager, CSS

Oracle Mexico
01.2023 - Current

SOP-Sales Support-Partner & Profiling Process Lead.

Hewlett Packard Enterprise
11.2018 - 04.2022

Account Creator Analyst

Hewlett Packard Enterprise -CW
02.2018 - 11.2018

DIP Analyst -HPE CW -2017-2018

Hewlett Packard Enterprise -CW
01.2017 - 01.2018
  • Automation expertise (Workfussion Automation Certification) - 2019
  • Java (Bootcamp, Online certification)- 2020
  • ITIL V4 - (Online certification) - 2024

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Ricardo Lara