Summary
Overview
Work History
Education
Skills
Languages
Timeline
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SANDRA PATRICIA PANESSO

Levittown,NY

Summary

Detail-oriented Field Services Coordinator with proven skills in compliance certification, technical documentation, and customer relationship management. Committed to optimizing post-sale support and enhancing customer satisfaction through effective communication and problem-solving.

Overview

26
26
years of professional experience

Work History

FIELD SERVICES COORDINATOR

CUSTOM AMERICA
Boothwyn, USA
12.2021 - Current
  • Product’s Regional compliance certification support. I prepare all the relevant products’ information to ensure they meet legal and regulatory requirements in other countries based on electrical, communication, safety, usage specifications and more. This process allows the company portfolio to meet the legal and regulatory requirements for sale in those regions.
  • Technical and commercial Training content preparation. Develop and maintained comprehensive documentation for training and support materials, ensuring that both clients and repair centers are equipped with accurate, up-to-date resources.
  • Trade shows technical support. Setting up and ensuring the proper functionality of all the technical aspects required for smooth professional and engaging product exhibit experience. This includes hardware, software, connectivity and any special equipment necessary to support demos to display the products according to the show’s audience. Preparation of more than 20 shows a year including NRF, one of the biggest retail shows, FTE a travel shows with high demand aviation products, G2E, a gaming show and others.
  • Pre-sale support. Support sales effort by translating customer needs, challenges and goals into technical solutions and business value propositions. Assist in product demonstrations and technical presentations to support sales engagement. Led discovery sessions meetings to understand well requirements to tailored product demos and solutions for enterprise clients. Assist in writing technical questions, helping sales teams position the solution against competitors and ultimately helping them to close the deals by ensuring the customer clearly the value and suitability of the solution presented.
  • Post-sale support. Provide post sale support to clients, ensuring successful product implementation, troubleshooting and user adoption, act as key point for contact for issue resolution, bug tracking and escalation to engineering teams. Delivery onboarding sessions, user training and documentation to ensure smooth handover from sale to support, collaborating with engineering, service and warranty teams to resolve client’s issues, optimizing system performance and enhancing customer satisfaction.

PRE-SALE AND POST-SALE SUPPORT SPECIALIST

BEMATECH
New York, USA
03.2010 - 12.2021
  • Service Director for International Market. Developed the technical training program for international markets leading to the training of 25 to 30 external repair centers with over 100 technicians saving customers shipping costs, reparation time with a high-quality service delivery focusing on diagnostics, components levels repair, safety, protocols and product update. Collaborated with R&D and product teams to develop training content and documentation aligned with new product releases and spare parts needed. Provided executive-level reporting on service center performance, trends and strategies initiatives to enhance the post-sale support and customer trust in the brand. Worked closely with OEMs, suppliers and internal departments to resolve scaled technical issues and ensure a seamless customer experience post sale. Monitored quality assurance process to minimize repeat repairs and product returns and credits improving overall service reliability.
  • Post Sale Support. Provided high level technical support to ensure customer satisfaction during product usage, warranty management strategies ensuring seamless customer experience and retention. Oversaw support ticketing system, knowledge base development and service escalation procedure to ensure fast resolution and continuous improvement. Collaborated with product, engineering and sales team to deliver customer feedback, roadmap priorities and support to improve the sale process. Managed customer escalation and complex service issues with a hands-on approach maintaining client trust and ensuring long-term relationships.
  • Pre-Sale Support. Provided pre-sale support identifying customers’ gaps providing technical solutions using the company product portfolio. Prepared all the products demonstrations, solution designs and performed technical consultations to accelerate the commercial deal cycles improving the win rates. I was able to translate complex products’ features into clear business values and solutions for customers’ needs. Partnered with sales teams to deliver tailored technical solutions, ensuring product offerings aligned with client goals and system requirements. Developed and presented product demonstrations and technical level to stakeholders, both in person and virtually. Worked closely with product engineering and marketing teams to align messaging and roadmap with customer feedback. Trained and support sales representatives in technical aspects of products to enhance the sales confidence and consistency. I supported the sale process for more than 10 countries and multiple loyal customers.

TECHNICAL SUPPORT SPECIALIST

DIGITGLOBAL
New York, USA
08.2003 - 01.2010
  • Account coordinator. Managed all the aspects of account creation and configuration, ensuring that all data was accurately entered, documented, and processed according to company protocols.
  • Rating system development and support. Administered the development of the company's rating system for calling card services, establishing criteria for usage patterns and collaborating with accounting to integrate this system into the billing process.
  • Report Generation. Generated and analyzed customized reports to track service usage, preparing key performance indicators (KPIs) and documentation for both internal teams and external stakeholders to improve decision-making and operational planning.

IT SUPPORT LEAD

TOMANDANDY
New York, USA
06.2000 - 07.2003
  • Managed IT systems and infrastructure, including documentation of hardware and software configurations, system maintenance, and updates to ensure smooth and compliant operations.
  • Coordinated the implementation and administration of company-wide data backup systems, creating and maintaining detailed records of data protection procedures and disaster recovery plans.
  • Developed and maintained a comprehensive FAQ system for employees, providing easily accessible resources that streamlined onboarding and reduced IT support requests.

CUSTOMER SERVICE REPRESENTATIVE

TELECARD INTERNATIONAL
New York, USA
08.1999 - 05.2000
  • Monitored and ensured operational efficiency of telecommunications systems, documenting performance metrics and managing logs for system health and troubleshooting.
  • Assisted in the preparation of reports regarding service usage and client needs, providing administrative support to help streamline billing processes and improve customer service protocols.
  • Coordinated software installations and updates, ensuring all client systems were properly documented and complied with internal standards.

Education

B.S. - COMPUTER AND SYSTEM ENGINEERING

PONTIFICIA UNIVERSIDAD JAVERIANA
Cali, Colombia

Skills

  • Organizational skills
  • Compliance certification
  • Technical documentation
  • System troubleshooting
  • Product demonstrations
  • Post-sale support
  • Customer relationship management
  • Project coordination
  • Trade show preparation
  • Technical training
  • Sales support integration
  • Problem solving
  • Effective communication
  • Attention to detail
  • Cross-functional collaboration
  • Logistics planning
  • Scheduling coordination
  • Analytical skills
  • B2B experience
  • Customer service strategies
  • Training and development programs
  • Billing and invoicing processes
  • CRM systems expertise
  • ERP systems knowledge
  • Documentation management

Languages

Spanish
Native/ Bilingual

Timeline

FIELD SERVICES COORDINATOR

CUSTOM AMERICA
12.2021 - Current

PRE-SALE AND POST-SALE SUPPORT SPECIALIST

BEMATECH
03.2010 - 12.2021

TECHNICAL SUPPORT SPECIALIST

DIGITGLOBAL
08.2003 - 01.2010

IT SUPPORT LEAD

TOMANDANDY
06.2000 - 07.2003

CUSTOMER SERVICE REPRESENTATIVE

TELECARD INTERNATIONAL
08.1999 - 05.2000

B.S. - COMPUTER AND SYSTEM ENGINEERING

PONTIFICIA UNIVERSIDAD JAVERIANA

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