PROFESSIONAL PROFILE

PATRINA RODAN74 Saginaw Circle, Sacramento, CA 95833 | H: 916 418-4500 | C: 916 753-7477 | patrina.rodan@hpe.com

I am looking to obtain a secure, challenging position within a progressive growing organization.Which will allow me to utilize my superior customer support skills in diverse areas of order, revenuemanagement, and customer service. I am highly motivated, positive and a flexible team player thatworks well with others. I am willing and able to learn new skills quickly. I adapt easily to differingenvironments, and my communication skills are professional and effective.

EXPERIENCE 07/2006 to Present

Global Deal SpecialistHewlett Packard Enterprise － Roseville, CA

My role was to understand the international/multinational complexorder management processes, programs, policies and apply detailedknowledge in order to meet/exceed customer and business partner'sexpectations.I applied my customer service skills to maximize TCE (Total CustomerExperience).I researched deviations, developed solutions, and escalated asappropriate.I recognized the impact of order management processes on HP's ordersand revenue, as well as the impact on sales order managementcompensation.My key focus was in multi-national GASC program environments.I managed USA corporation contracts for international support contractsthat were negotiated out of the USA.This included partnering up with customers, and HPE internal accountteams to find solutions and resolutions for the customer's internationallocations.

06/2006 to 02/2007 Contract AdministratorHewlett Packard － Roseville, CA

My role was to understand complex order management processes,programs, policies, and apply detailed knowledge in order tomeet/exceed customer and business partner's expectations.I applied customer service skills to maximize TCE (Total CustomerExperience).I researched deviations, developed solutions, and escalated asappropriate.My job was to recognize the impact of order management processes onHP's orders and revenue, as well as the impact on sales ordermanagement compensation.Independently and partnered with peers to process accurate supportsales order management activity for customers.I provided timely customer reports and met/exceeded customerexpectations.

08/2001 to 06/2006 Education Call Center / Online Rep / Order ProcessorHewlett Packard － Roseville, CA

I managed inbound customer calls to the HP Education CustomerRegistration Center.I interacted professionally with customers; processed training deliveryregistrations with a concern for order quality and accuracy; assessedcustomer's needs and potentially up sell or influence further trainingsales.I managed all order administration processes in support of the .Netbusiness.Ensured orders were booked and billed accurately by end of class deliverydates.I acted in a liaison capacity to the U.S. field teams, coordinated all orderfile requirements and managed revenue appropriately.Worked with disciplines, HP Partners, and Field/ Division teams toevaluate and implement alternative procedural and systematic

EDUCATION

REFERENCES

solutions.I maintained and expanded knowledge of products, services, programs,and promotions.

10/2000 to 08/2001 Customer Support/ Account RepHewlett Packard － Roseville, CA

My responsibilities were to increase customer awareness, and improvecustomer loyalty, by educating customers on how to use the ITRC WebApplication.I delivered support that met/ exceeded contractual obligations of HPcustomers, and contributed to the ITRC Support Team BusinessFundamentals Goals.I used standard tools and processes to troubleshoot, isolate, verify,document, track and respond to customer issues accessing and usingthe ITRC web site.I worked collaboratively with teammates, and internal business partners,to develop best solutions and ensure customer satisfaction.I improved the customer's web site experience by creating FAQs, andrecommending changes based on customer feedback.

06/1999 to 10/2000 Customer Support CoordinatorHewlett Packard － Mountain View, CA

I was responsible for all aspects of Frontline call coordination.I maintained above average service while delivering professional,phone-based Customer Service.I used Heavy Octal phone systems, along with Hewlett Packard Internalworkstations and PC applications.I found the correct resources to resolve all customer's needs.Which included phone and call routing, documentation, and processingthe customer's request.I completed all this within the scope of Call receipt.I also assisted engineers in delivering quality service of internal andexternal customers.

High School DiplomaCarlmont High School － Belmont, CA

Typing CertificationOICU － Menlo Park, CAHewlett Packard Enterprise Training － CA

Project Management TrainingGlobal Trade - ITAR- Military Goods Controls and TechnologyHelp Us Help You - Sales and or Solution Architects and Global TradeGlobal Trade – ValuationPreferential Trade AgreementsWW Class Familiarization TrainingStandards of Business ConductTransitioning Service Support ContractsCommunicating Across Cultures7 Habits of Good SecurityGlobal Trade Export AwarenessManaging Your Time and Setting Priorities TrainingDevelopment Actions; Soft skills TrainingGlobal Trade Customs AwarenessBuilding Client RelationshipsActive Listening + Questioning SkillsHIPAA Privacy and Security Awareness

References Available Upon Request