Ceci Plazola

Tengo mas de 10 años de experiencia en el area de Customer Service para empresas locales y de E.U.

Company: CIENCE Technologies / Helpware

Position: Customer Service Development - SDR - Reply Handler

Period: September 2020 (Current)

Features

• Massive personalized email outbound outreach via SalesLoft and/or Hubsopt.
• Outbound messaging campaigns via LinkedIn.
• Creation of responses for the different types of emails received and messages in LinkedIn.
• Track leads based on opening rate within systems and following up with them.
• Weekly report for the campaigns in use to be presented to the Clients.
• Mailbox management
• Phone calls management

Position: Sales Operations / Customer Service & Care / Warehouse Manager.

Period: Oct. 2nd 2017 – March 31 2020

Features

• Telemarketing for customer service and customer care. 
• Take Orders to customers. 
• Sales and customer support for assigned accounts. 
• Sales Assistant (Sales Reports in SAE and Contpaq). 
• Order entry and invocing (Contpaq). 
• Monitor the assortment of orders before delivery. 
• Invoicing 
• Warehouse Management
• Inputs and Outputs of warehouse. 
• Inventory and its report. 

Position: Web Help Desk support / SAP order entry / Load Material

Period: Jan 2013 – Dec 2013 Features:

• Manage the control panels to high email. 
• Phone customer support in case of failure to web pages. 
• Load customer orders inside SAP R/3 for a project. 
• Load materials in SAP R/3. 

Position: eBusiness Helpdesk Support / Catalog Public Sector Audit OTO (Offer to Order) Period: January 2011-June 2012

Features eBusiness Support Helpdesk:

• Support and service to internal users via a ticket system (Tech Direct) 
• Register, update data and regenerate passwords for internal users in tools likeHPP, B2B portal, encore2, ICC, Catalyst, OMS (TSR / SMB). 
• Check the status of orders inside the SMB store and release them in case of anyflow problem. 
• Correct errors in all internal tools reporting to IT (HPSM)
• Release and authorize RPL (Restricted Parties List) for customers from PDAPI or Software Depot 
• PDAPI Questions: Answering questions from customers of the Software Depot and redirecting them to the appropriate department for trouble resolution. 

• Audits for clients in ePrime, B2B and CAX catalogs correction data and reports using Vista, Direct Tech, NA tool and Business Objects. 

• Brigade security and support in case of emergencies within GBS Guadalajara. I actively participated in a campaign of Hygiene and waste of resources at the site with very positive results and coordinated a campaign for quick and effective evacuation of the site in case of disaster. 

Position: Customer Service Representative, working in HP GBS Guadalajara

Period: January 2010 - May 2011

Features

• Support and service to internal users via a ticket system (Tech Direct) 
• Register, update data and regenerate passwords for internal users in tools likeHPP, B2B portal, encore2, ICC, Catalyst, OMS (TSR / SMB). 
• Check the status of orders inside the SMB store and release them in case of anyflow problem. 
• Correct errors in all internal tools reporting to IT (HPSM)
• Release and authorize RPL (Restricted Parties List) for customers from PDAPI or Software Depot 
• PDAPI Questions: Answering questions from customers of the Software Depot and redirecting them to the appropriate department for trouble resolution. 

Position: Sales and promotion of hosting and websites

Period: January 2009 - December 2009

Features 

• Promote hosting packages and domains .com 
• Manage the control panels to high email. 
• Phone customer support in case of failure to service. 

ACADEMIC RECORD

Gastronomy Degree 2003 – 2006 Escuela Culinaria Internacional, Guadalajara Jal.

High School 1999 – 2002 Instituto Universitario Fray Pedro de Gante.