Rolando Lemus
Summary
Experience comprises customer success and sales in SaaS to both B2C and B2B managing account portfolios, assisting with client onboarding, scheduling video meetings for product demos, increasing sales and revenue by selling results to address business pain points and create value to cement customer relationships.
Overview
8
8
years of professional experience
Work History
Senior Technical Consultant
Bang & Olufsen - Remote
10.2020 - 12.2021
- Quality assurance, assessing whether employees need training and Co-create performance plans with the 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 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 the company standards.
- Reported new issues to the development team and assisted with in-depth investigation and analysis.
Sales and Business Consultant
Google Enterprises - Google Workspace
08.2016 - 05.2019
- Conversion of existing basic subscription type customers to business or enterprise editions.
- In accordance with the internal sales pipeline, promoted platform adoption by tailoring G Suite business and Enterprise editions to fit customer's business needs.
- Maintain records of daily data communication, problems and remedial actions taken.
- Assist with initial onboarding.
Specialist and Business Consultant (Internship)
Google Enterprises - Chrome Devices
11.2015 - 07.2016
- Managed portfolio of clients in the United States and Canada territories only.
- Outbound/cold-call sales.
- Evaluated prospects based on G Suite account usage, history and technical challenges in order to pitch Chrome devices as a solution to ease the integration of business processes.
- Schedule video conference meetings with CTO and managers to discuss their concerns, product expectations and pitch the devices accordingly to close the sale.
Technical Advisor SMB - Trial Customers
Google Enterprises - Google Workspace
02.2014 - 10.2015
- A start-up consolidated into a large-scale line of business focusing on service adoption and onboarding.
- Dedicated support with the purpose of converting on trial customers to paying customers.
- Assist customers with platform migration and deployment.
- Technical Advisor of G Suite platform to customers during 30 days of initial deployment to guarantee seamless service integration.
- Outbound follow up phone calls as needed to secure a full adoption of G Suite applications.
- Communicate with technical support for complex issues, feedback and service improvement.
Technical Support Representative
Google Enterprises - Google Workspace
Nueva San Salvador
06.2013 - 01.2014
- 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
Udemy
Online Course02.2020
Diploma - Project Management
Udemy
Online Course02.2020
Diploma - Empathy And Emotional Intelligence At Work
University of California, Berkeley
Online Course01.2020
Diploma - G Suite Administration Certification
Google Enterprises
Online Course06.2016
Marketing Diploma - Strategic Marketing
ESI School of Management - Certified By Franklin University
El Salvador 11.2012
Management Diploma - Product Management
INCAE Business School
El Salvador11.2010
BBA -
Universidad Centroamericana José Simeón Cañas
10.2007
Skills
- Fluent English and native Spanish
- Proactive, adaptable and team oriented
- Training and mentoring
- Pre-sales support
- Solutions - Focused sales
- Research and due diligence
- Inter-department collaboration
- Technical consulting
- Client service optimization
- Experienced and knowledgeable in Google G Suite tools (Google Workplace)
- SaaS - Onboarding, migration and platform deployment
- End-user CRM experience with Salesforce and Zendesk
Websites
Accomplishments
- Participated in different pilot projects, which streamlined into a line of business.
- Prepared and delivered training regarding 'Soft Skills to Generate Customer Satisfaction' for G Suite Gmail team and 'Sales meets soft skills' for G Suite SMB team in El Salvador.
Timeline
Senior Technical Consultant
Bang & Olufsen - Remote
10.2020 - 12.2021
Technical Support Representative
Bang & Olufsen - Remote
06.2019 - 10.2020
Sales and Business Consultant
Google Enterprises - Google Workspace
08.2016 - 05.2019
Specialist and Business Consultant (Internship)
Google Enterprises - Chrome Devices
11.2015 - 07.2016
Technical Advisor SMB - Trial Customers
Google Enterprises - Google Workspace
02.2014 - 10.2015
Technical Support Representative
Google Enterprises - Google Workspace
06.2013 - 01.2014
Diploma - How To Close More Sales
Udemy
Diploma - Project Management
Udemy
Diploma - Empathy And Emotional Intelligence At Work
University of California, Berkeley
Diploma - G Suite Administration Certification
Google Enterprises
Marketing Diploma - Strategic Marketing
ESI School of Management - Certified By Franklin University
Management Diploma - Product Management
INCAE Business School
BBA -
Universidad Centroamericana José Simeón Cañas
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