Adrian Cervantes

About

I’m a dedicated and enthusiastic person who is open to expanding their horizons to develop their knowledge and skills. Adaptability is my superpower as I am a fast learner which allows me to quickly and effectively adapt to changing environments. My driving force is the ability to positively impact the community around me. I have experience in operations, customer support, and sales analytics, with a focus on Salesforce CPQ and technology companies.

Experience

• Renewals Quoting Analyst · Omnissa - Robert Half2024-05-01 – 2025-06-01

  Managed deal structuring and contract renewals, ensuring accuracy in quote generation and adjustments. Served as a trusted advisor to sales teams, guiding them on deal structures to align with company policies and revenue recognition principles. Conducted quality reviews and assisted in transitioning from legacy systems to Salesforce CPQ, reducing errors and improving efficiency. Collaborated with finance and legal teams to ensure deals adhered to pricing policies and compliance regulations.

• Customer Support Analyst · Meta (Contract via Accenture)2021-11-01 – 2023-02-01

  Managed case queue via case management system to help resolve customer requests quickly and effectively. Provided META partners with program support for the Tier 2 escalations desk. Triage tech support. Offered personalized assistance (Payment processing, User-interface navigation, Onboarding, New account set-up, Troubleshooting) that addresses specific user needs. Utilized internal CRM and data tracking tools to document interactions and optimize customer support processes.

• Sr. Operations Associate · Robby Technologies2017-09-01 – 2019-01-01

  Assisted the director of operations with developing SOPs (Standard Operating Procedures) and operational needs. Managed contractor schedules, payroll and communication utilizing different tools i.e. Gusto, ADP, Slack, Abacus, When I Work, and Jira. Researched products for different phases of testing on Robby and performed data annotation using in-house tools. Monitored Robby's performance and performed preventative maintenance on hardware and software components.

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