Rolando Lemus

ROLANDO LEMUS CONTACT Phone : (- Email :- COUNTRY OF RESIDENCE El Salvador LINKEDIN PROFILE • linkedin.com/in/rolandolemus SKILLS • Bilingual - English (Advanced) and Spanish (Native). • Proactive, adaptable and team oriented. • Research and due diligence. • Client service optimization and technical consulting. • Customer experience quality assurance/coach • Experienced and knowledgeable in Google G Suite tools (Google Workspace). • SaaS - Start ups B2B/B2C, onboarding, migration, third party integrations and platform deployment. • Operative Systems - Windows, macOS and Chrome OS. • DNS registration and hosting administration - Intermediate. • Software testing, API and HTTP requests, Integrations, JSON, JQuery, Visual Studio Code, Microsoft SQL, firewalls, web filters, and captive portals - Basic to Intermediate. • Proficient in computer hardware and software. • Experienced with cloud services such as Jira, GitHub, TestRail, Stripe and Confluence. WORK HISTORY Customer Success - Remote, 03/2022 to 07/2022 Sling (getsling.com) • Chat and video-meeting focused support, offering friendly and efficient service to customers revolving around technical troubleshooting, how-to questions, and billing queries. • Scheduled product/tech demos facilitating onboarding process. • As billing specialist, coordinated and maintained communications with sales for churn prevention. • Learned new skills and applied to daily tasks in-depth troubleshooting often requiring Chrome logs retrieval, review of basic JSON schema and HTTP status codes, assisting with setup and calibration of third-party integrations. • Collaborated with QA, Product, and Development teams via weekly meetings providing product feedback, identifying service gaps, compiling and reviewing relevant feature requests, and filling bug cards. Senior Technical Consultant, 10/2020 to 12/2021 Bang & Olufsen - Remote • Quality assurance, assessing whether employees need training and Co-create performance plans with learning and development team to reinforce knowledge gaps. • Document internal audits and other quality assurance activities. • Handle supervisor escalation requests for technical and service complaints. • Reviewed L1's business process gaps and communicated potential improvements to operations management. • Respond to L1 inquiries providing assistance and guidance. • Build and maintain the company's internal help center library ensuring up to date information and adherence with business policies. Technical Support Representative, 06/2019 to 10/2020 Bang & Olufsen - Remote • 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 the company standards. • Reported new issues to the development team and assisted with in-depth investigation and analysis. Technical Sales Consultant - B2B SMB, 08/2016 to 05/2019 Google Enterprises - Google Workspace • Conversion of existing basic subscription type customers to business or enterprise editions. • Scheduled video conference meetings with CTO and managers, evaluating prospects based on account usage, history and technical challenges, offering punctual solutions to business needs and close the sale. • End-user CRM experience with Intercom, Zendesk and Salesforce. • Maintained records of daily data communication, technical problems, feedback and remedial actions taken. • Assist with initial onboarding, debugging, integrations and technical troubleshooting of the platform as needed. Technical Sales Specialist - B2B Small, 02/2014 to 07/2016 Google Enterprises - Google Workspace • A start-up project consolidated into a large-scale line of business focusing on service adoption and onboarding. • Convert on trial customers to paying customers. • Assist customers with platform migration and deployment. • Communicate with technical support for complex issues, feedback and service improvement. Technical Support Representative, 06/2013 to 01/2014 Google Enterprises - Google Workspace • Hands-on experience implementing, troubleshooting, and supporting cloud apps within the G Suite platform. • Maintain an in-depth understanding of Google's product technology. • Undertaking quality assurance checks and liaising with external consultants and management to ensure effective meeting of guidelines and standards. • Submit technical consults to tier 3 engineering for advanced troubleshooting scenarios and product feedback. EDUCATION Diploma : How To Close More Sales, 02/2020 Udemy - Online Course Diploma : Project Management, 02/2020 Udemy - Online Course Diploma : Empathy And Emotional Intelligence At Work, 01/2020 University of California, Berkeley - Online Course Marketing Diploma : Strategic Marketing, 11/2012 ESI School of Management - Certified By Franklin University - El Salvador Management Diploma : Product Management, 11/2010 INCAE Business School - El Salvador BBA, 10/2007 Universidad Centroamericana José Simeón Cañas - San Salvador, SS, El Salvador ACCOMPLISHMENTS • Participated in pilot projects, which streamlined into a line of business. • Selected as a global moderator for Google's Future Idea pilot in 2016. Assisted in consolidating a space where customers could provide feedback for all the different services in G Suite. Successfully deployed in Q1 of 2017, allowing product team planning for 80% of the top 15 voted feature ideas and making the remaining 20% available to customers. • Contributions to successfully restructure business processes in Bang & Olufsen. Decreasing bottlenecks by proposing management task revaluation and allocation, developing specific troubleshooting guides to ensure first contact resolution to subsequently increase customer satisfaction and decrease ticket backlog.