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Work Background
Keysight TechnologiesBusiness Process Analyst
Feb. 2021Colorado Springs, Colorado, United States
Keysight TechnologiesSenior Operations Manager
Jan. 2016Englewood, Colorado► In this role, I have the following responsibilities: ✔ Leadership, coaching, and mentoring staff with mixed abilities; this includes 5 general managers, 5 assistant supervisors, and 64 customer service representatives. ✔ Vigilant assurance of quotes and orders getting processed in a timely manner in Oracle, Siebel, and SFA to bring in an average of 3.9 billion dollars in sales per year. ✔ Business opportunities are identified, developed and secured business in line with Keysight’s business objectives. ✔ Oversight, review, and approval of LOP’s, SOW’s, Government clauses and any idiosyncrasies that direct reports come across when processing quote requests and/or purchase orders per Keysight’s order acceptance policy. ✔ SOX compliance and reporting for revenue recognition and UBI including cancellations. ✔ Collaborative assistance in the peculiarities with government, international, channels and major account business. ✔ Continuous improvement leadership that drives efficiency through sponsoring at least 4 LEANS per fiscal year. ✔ Stakeholder interaction to gain approval on business processes that will increase Keysight’s organic growth. ✔ Deviations monitor and response via Keysight’s customer experience survey and by directly contacting customers who have given Keysight a low survey score. ✔ Departmental policy, procedure, objective and goal establishment and implementation to sustain business continuity. ✔ Customer service phone line monitoring and servicing where an average of 90,000 calls are received annually, maintaining an average service level of 94%. ✔ Routine communication between employees, field sales, divisions, contracts and collections to ensure business flow. ✔ Successful service level of 95% for the 1-800 line was achieved, quote and order TAT was increased by 40%, and customer service requests response time was improved by 42%.
Keysight TechnologiesInside Sales
Jan. 2008 - Jan. 2016Englewood, Colorado► In this position, I performed the following: ✔ Field sales leadership for software products, consulting, training and maintenance on 70/30 commission for the US and Canada. ✔ The annual drive of 10+ million dollars in sales to closure by strategizing and planning in advance. ✔ Vigilant auditing of customer quotes, orders, billings, SOW’s, and contracts to verify company policies and procedures were followed. ✔ Collaboration with current and new customers to renew their support dollars, upgrade, and purchase new and improved products. ✔ Exploratory mining for new business opportunities numbering 10 per month and creation of workshops numbering 1-2 per quarter to drive interest in Keysight products. ✔ Heavy involvement in marketing and sales analytics and reporting to maintain a robust funnel. ✔ The leader in following up on all leads linked to the assigned territory. ✔ Evaluation management of Keysight software, loan agreements, and competitive deals brought to a close. ✔ Daily negotiation to bring in revenue for Keysight while keeping the customer satisfied and Keysight profitable. ✔ Customer assistance in obtaining CDA’s and or NDA’s and software loan agreements. ✔ University Donations management for the assigned region that numbered 100+ and customer assistance with required donation paperwork. ✔ Software-database LEAN participation to migrate software licensing system from WWLTS to KSM.
Keysight TechnologiesSpecialty Team Lead
Jan. 2002 - Jan. 2008Englewood, COIn this role, I performed the following: ✔ Team support for 15 customer service representatives and served as their team trainer and leader. ✔ Six specialty businesses were supported with a focus on different products. ✔ SME leadership for the revenue recognition and determined correct accounting rules and or corrective action on revenue miss-statements in Oracle and Siebel. ✔ Collaborative review and negotiation on multi-year contracts for 6 major account customers. ✔ SME for the purchase order reviews on the customer’s terms, conditions, and SOW’s. ✔ Monthly management of WWLTS licensing report in relation to support agreements. ✔ Six-month stint supporting 1-800 line learning that included various Agilent businesses.
Keysight TechnologiesCustomer Service Representative
Jan. 2000 - Jan. 2002Englewood, CO► In my first position at Keysight, I had the following responsibilities and accomplisments: ✔ Designated-territory support for 8 hardware and software sales FE’s. ✔ Definitive processing of 100 quotations and 30 orders per month for customer accounts in Oracle and Siebel that related to sales and support agreements. ✔ Customer accounts were managed from quote to cash. ✔ Direct collaboration with credit and collections on any/all collectability issues. ✔ Vigilant review and oversight terms and conditions on customer documents for approval. ✔ Multi-year contracts management and revenue recognition for 6 major account customers. ✔ University Donation quotes and orders were processed.
Merrill LynchBroker Transfer Rep
Jan. 1998 - Jan. 2000
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