Summary
Overview
Work History
Education
Skills
LinkedIn
Accomplishments
Timeline
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Rolando Lemus

North Olmsted,OH

Summary

Dynamic and results-driven professional with over 15 years of experience in Customer Success, Technical Support, Sales, and Learning & Development within SaaS, consumer electronics, and B2B/B2C industries. Proven expertise in onboarding, client retention, technical consulting, and process optimization to drive business growth and customer satisfaction. Strong background in cloud solutions, CRM tools, and cross-functional collaboration.

Overview

17
17
years of professional experience

Work History

Sales & Client Acquisition Specialist

Storytime PODs®
04.2023 - Current
  • Conducted market research, cold call outreach, and strategic networking to identify and onboard new clients, expanding the customer base.
  • I represented the company at industry conferences and trade shows nationwide, generating high-quality leads and driving client acquisition.
  • Delivered tailored product presentations and demos, effectively communicating value propositions to strengthen client relationships, and close deals.
  • Mentored sales team members, leading role-playing exercises to enhance core sales skills, and ensure alignment with business standards.
  • Optimized sales workflows through data-driven feedback and process improvements, increasing operational efficiency.

Customer Success - Remote

Sling
03.2022 - 07.2022
  • Provided chat and video meeting support for a SaaS start-up in Iceland, assisting customers with technical troubleshooting and billing queries.
  • Scheduled tech demos facilitating onboarding process.
  • As a billing specialist, I coordinated and maintained communications with sales for churn prevention.
  • Collaborated with QA, Product, and Development teams to provide feedback, identify service gaps, and compile relevant feature requests.

Senior Technical Consultant

Bang & Olufsen - Remote
10.2020 - 12.2021
  • Co-created performance plans with learning and development team to reinforce knowledge gaps.
  • Documented internal audits and other quality assurance activities.
  • Handled supervisor escalation requests for technical and service complaints.
  • Reviewed L1’s business process gaps and communicated potential improvements to operations management.
  • Built and maintained company’s internal help center library ensuring up to date information in conformance with business processes.

Technical Support Representative

Bang & Olufsen - Remote
06.2019 - 10.2020
  • Provided technical support to customers by phone, email, chat and social media channels.
  • Assisted service partners in troubleshooting and repairing products in current and older catalogs in accordance with company standards.
  • Reported new issues to the development team, contributing to in-depth analysis and investigation for continuous improvement.

Technical Sales Consultant - B2B SMB

Google Enterprises - Google Workspace
02.2014 - 05.2019
  • Upsold basic subscription customers to business and enterprise editions, increasing account value and customer retention.
  • Conducted targeted video conference meetings with key decision-makers (CTOs, managers) to assess account usage metrics, historical data, and technical challenges, delivering tailored solutions to drive conversions and close deals.
  • Assisted with initial onboarding, data migration, debugging, integrations and technical troubleshooting, ensuring a seamless transition and optimal platform utilization.

Technical Support Representative - G Suite

Google Enterprises - Google Workspace
06.2013 - 01.2014
  • Provided technical troubleshooting and support for cloud applications within Google Workspace (formerly G Suite), ensuring seamless functionality for end users.
  • Diagnosed and escalated bugs, collaborating with development teams to implement fixes and improve service performance.
  • Managed high-priority cases, submitting fast-track consults for complex issues requiring in-depth research by the engineering team.

Billing Specialist & SMB Consultant

TXU Energy
06.2011 - 05.2013
  • Managed payment inquiries, resolved invoice discrepancies, and addressed service disconnections due to non-payment, ensuring customer satisfaction and compliance.
  • Served as a subject matter expert (SME) for new procedures and standards, providing guidance and training for a pilot-phase business line within the call center.
  • Processed payments and reconciled account balances, coordinating new service connections, repairs, and reconnection orders with local TDUs (Transmission and Distribution Utilities) in accordance with Texas PUC (Public Utility Commission) regulations.

Dental Insurance Agent & Claims Specialist

Metlife Dental
05.2008 - 05.2011
  • Took 2 interns to attain knowledge in Dental Insurance policies, PDP (Preferred Dental Program) and Dental PPO (Preferred Provider Organizations) plans.
  • Attended call inquiries coming from the insured and dental office.
  • Provided general breakdown of benefits and plan coverage restrictions to dental offices and insured.
  • Reviewed necessary documentation (I.E Xray charts depicting the procedure performed, invoice, clinical letters, etc) appealing initial coverage decisions.

Education

Diploma - Project Management

Udemy
02-2020

Diploma - How To Close More Sales

Udemy
02-2020

Diploma - Empathy And Emotional Intelligence At Work

University of California, Berkeley
Berkeley, CA
01-2020

Marketing Diploma - Cert By Franklin Univ - Strategic Marketing

ESI School of Management
El Salvador
11-2012

Management Diploma - Product Management

INCAE Business School
El Salvador
11-2010

BBA - Business Administration And Management

Universidad Centroamericana José Simeón Cañas
El Salvador
10-2007

Skills

  • SaaS: Start-ups, onboarding, migration, platform deployment
  • Mentorship & Team Management: Sales training, performance coaching, process optimization, team leadership
  • Technical Support: Windows, macOS, Chrome OS, API (Basic), JSON (Basic), HTML (Basic)
  • CRM Tools: Salesforce, PipeDrive, Intercom, Zendesk
  • Networking: DNS registration, hosting administration, proxies (Basic), firewalls (Basic)
  • Customer Success & Sales: Client service optimization, technical consulting, customer experience coaching
  • Software Proficiency: Google Workspace, computer hardware/software troubleshooting

LinkedIn

https://www.linkedin.com/in/rolandolemus/

Accomplishments

  • Sales Training: Delivered ‘Soft Skills to Generate Customer Satisfaction’ training for G Suite Gmail team.
  • Innovation: Selected as global moderator for Google’s Future Idea pilot in 2016, influencing 80% of top feature developments.
  • Process Improvement: Restructured business processes at Bang & Olufsen, improving resolution rates and reducing ticket backlog.
  • Business Development: Enhanced Storytime PODs’ client engagement through trade show representation and marketing strategy collaboration.

Timeline

Sales & Client Acquisition Specialist

Storytime PODs®
04.2023 - Current

Customer Success - Remote

Sling
03.2022 - 07.2022

Senior Technical Consultant

Bang & Olufsen - Remote
10.2020 - 12.2021

Technical Support Representative

Bang & Olufsen - Remote
06.2019 - 10.2020

Technical Sales Consultant - B2B SMB

Google Enterprises - Google Workspace
02.2014 - 05.2019

Technical Support Representative - G Suite

Google Enterprises - Google Workspace
06.2013 - 01.2014

Billing Specialist & SMB Consultant

TXU Energy
06.2011 - 05.2013

Dental Insurance Agent & Claims Specialist

Metlife Dental
05.2008 - 05.2011

Diploma - Project Management

Udemy

Diploma - How To Close More Sales

Udemy

Diploma - Empathy And Emotional Intelligence At Work

University of California, Berkeley

Marketing Diploma - Cert By Franklin Univ - Strategic Marketing

ESI School of Management

Management Diploma - Product Management

INCAE Business School

BBA - Business Administration And Management

Universidad Centroamericana José Simeón Cañas

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Rolando Lemus