Hector Bobadilla
DOWNEY
Summary
Dynamic account manager with over 10 years of experience in client relationship management and business development. Adept at leveraging sales strategy and CRM tools to optimize customer engagement and ensure satisfaction, leading to significant revenue increases.
Overview
1
1
Language
2027
2027
years of professional experience
Work History
Account Manager
Happy Booty Pillow(small Business)
Downey, CA
10.2023 - 06.2026
- Established, developed, and maintained field contact with key customers, clinicians, and other decision makers in assigned accounts.
- Conducted in-service training programs at customer accounts, such as, hospitals, clinics, and expos.
- Maintained and managed inventory, to ensure that customers were satisfied, as well as oversaw all generalized sales, and tracked profits.
- Developed and maintained electronic portfolios of all plastic surgeons and medical clinics I managed.
- Organized & Developed a follow up system for leads, as well as when to contact current customers on reorders.
Manager, National Mid-Market Accounts
Consensus Cloud Solutions(formally J2 Global)
Los Angeles, CA
02.2020 - 09.2023
- Managed a small team of Account Managers which managed a range of mid-market to Enterprise Customers varying across multiple fax brands.
- Managed my own book of assigned accounts.
- Responsible for almost 80-90% of all Corporate Revenue.
- Oversaw and Approved any renegotiated and/or new contracts.
- Figured out commissions for all auxiliary add on products
- Ensured all KPIs were met and all customers were being reached via CRM reports
- Approved any large outstanding credits
- Distributed & Re-distruted larger MMR accounts no longer assigned to a Sales Rep.
- Maintained a 9-10% organic growth with less than 1% turnover.
- Increased revenue 25-30% by migrating customers plans.
Account Manager
Consensus Cloud Solutions(formally J2 Global)
Los Angeles, CA
11.2018 - 10.2020
- Developed new or ongoing strong client relationships with assigned accounts to learn clients workflow and pain points to establish cross-sell opportunities.
- Presented auxiliary products that would benefit the customer such as securing accounts or TLS delivery.
- Arranged monthly calls with the inherited Enterprise clients that would go over Usage/Account products, monthly calls from end-users and report/update of any open trouble tickets.
- Assisted with any closing of new accounts with Sales Team acting as a technical liaison.
- Created customer PowerPoints to suggest new features or deal breakers to Product Mgmt team.
Customer Service Manager, Corporate Support
Consensus Cloud Solutions(formally J2 Global)
Los Angeles, CA
03.2016 - 10.2020
- Continued with same duties as CS Supervisor position listed below
- Created and established Customer Success Manager Team.
- Main point person for all Priority/Enterprise Corporate Customers
- Collaborated with product, engineering, and netops teams to represent customer service and advocate for corporate customers.
- Managed migrations from customer service perspective by gathering documentation, performing gap analysis, and organizing training for team.
- Analyze call volume and adjust scheduling.
- Perform CS team annual reviews as well as delivered disciplinary actions.
Customer Service Supervisor
Consensus Cloud Solutions(formally J2 Global)
Los Angeles, CA
05.2009 - 03.2016
- Co-managed a customer service team of 50 agents to maximize efficiency of the team and ensure excellent customer service. •
- Co-managed a customer service team of 50 agents to maximize efficiency of the team and ensure excellent customer service.
- Attended daily operations meetings as CS management representative to provide input, report issues, and relay information back to the team.
- Managed design and integration of IVR, created call flows for new hunt groups, migrated to new PBX system, and optimized call flow of existing queues.
- Facilitated communication between j2 Ops department and technical teams to resolve escalated issues.
- Created RFO for priority customers detailing outages
- Served as escalation point for customers facing porting issues and frequent rejections.
Office of the President
Consensus Cloud Solutions(formally J2 Global)
Los Angeles, CA
06.2008 - 05.2009
- Handled difficult calls and customer interactions.
- Addressed all complaints and escalations from senior management, including managers and directors from other departments.
- Handled customer complaints originating from legal. Dept.
- Handled and resolved all Better Business Bureau complaints
- Handled all Customer based complaints from the State Attorney General, FCC & any other outside Consumer agencies.
- Responsible for escalations from CS Supervisors & Management
- Floor Lead for Teams / Backup for CS Manager regarding complaint escalations.
- Handled any and all “walk in” customers.
- Oversaw Port Compliance team (contact with customers and carriers).
Issue Ticket Specialist/ Customer Service Lead
Consensus Cloud Solutions(formally J2 Global)
Los Angeles, CA
2005 - 2008
- Created service requests for technical issues with J2 services to facilitate resolution.
- Managed all open tickets.
- Recreated escalated issues pre and post resolution to verify solution effectiveness.
- Customer Service Lead for 25 representatives.
- Assist reps with tech/billing questions and troubleshooting.
EFax Corporate Support
Consensus Cloud Solutions(formally J2 Global)
Los Angeles, CA
2002 - 2005
- Walked customer through setting up and installing eFax Proprietary software.
- Walked customer through receiving and sending a fax.
- Answered inquiries or questions via our support queue
- Troubleshot issues with customer service requests to improve resolution times. and open a ticket due to no coverage of shift being worked.
- Created a follow via CRM for follow-up on open ticket or provided a follow-up task for morning shift.
- Answered inquiries or questions via our support queue
- Had to follow up with customer due to installing software being downloaded via dial-up(56k)
Inside Sales Representative
Consensus Cloud Solutions(formally J2 Global)
04.1999 - 2002
- Handled sales inquiries for eFax and jFax
- Assessed sales inquiries to provide accurate pricing information.
- Had to test and set up newly signed up customer and walk customer through on how to install software.
- Verified completed sales transactions to ensure accurate commission distribution to sales representatives.
- Assisted specific sales rep in piloting the Corporate program.
- Received a monthly report to increase revenue for Fair Usage Policy violations
Education
Networking Specialist - Computer Networking
UEI College
Los Angeles, CA12-1998
Skills
- Account Management
- Client relations
- Business Development
- Sales Strategy
- Contract Negotiation
- Customer success
- CRM Software (Salesforce)
- Account Planning
- Sales Performance Analysis
Languages
Spanish
Native or Bilingual
Timeline
Account Manager
Happy Booty Pillow(small Business)
10.2023 - 06.2026
Manager, National Mid-Market Accounts
Consensus Cloud Solutions(formally J2 Global)
02.2020 - 09.2023
Account Manager
Consensus Cloud Solutions(formally J2 Global)
11.2018 - 10.2020
Customer Service Manager, Corporate Support
Consensus Cloud Solutions(formally J2 Global)
03.2016 - 10.2020
Customer Service Supervisor
Consensus Cloud Solutions(formally J2 Global)
05.2009 - 03.2016
Office of the President
Consensus Cloud Solutions(formally J2 Global)
06.2008 - 05.2009
Inside Sales Representative
Consensus Cloud Solutions(formally J2 Global)
04.1999 - 2002
Issue Ticket Specialist/ Customer Service Lead
Consensus Cloud Solutions(formally J2 Global)
2005 - 2008
EFax Corporate Support
Consensus Cloud Solutions(formally J2 Global)
2002 - 2005
Networking Specialist - Computer Networking
UEI College