Enrique Talens
Summary
With over 10 years of experience in Quote to Cash and CPQ, including 4 years in leadership roles, this dedicated and enthusiastic professional excels at assessing needs, generating options, and implementing solutions in collaboration with clients and stakeholders. Adept at leveraging strong communication and problem-solving skills to drive successful outcomes.
Overview
17
17
years of professional experience
Work History
Order Desk Analyst
8x8
07.2023 - Current
- Assist Sales, CSMs, and Customers in generating quotes, proposals, contracts, order forms, etc.
- Work closely with other departments to assist customer concerns regarding but not limited to provisioning, upsells, migrations
- Review deals and pricing to ensure that it is in compliance with the company standards
Deal Desk Manager
RingCentral
04.2022 - 05.2023
- Manage operational and administrative processes
- Continuously improve SLA and Accuracy of Deal Provisioning
- Create, Review, and Present Monthly/Quarterly Business Reviews
- Manage and plan shift schedules for Supervisors and Analysts
- Work closely with Deal Management team to plan and review complex deals
- Active involvement and support for special projects
Associate Manager, Deal Desk
RingCentral
04.2020 - 04.2022
- Deal review with Deal Desk Analysts, Sales, Renewals Team, Legal, and Finance
- Active involvement in operational process improvements to increase effectiveness of Deal Desk
- Help ensure that best practices are being implemented
- Supervise day-to-day operations to meet performance, quality, and service expectations
- Increase employee performance and job satisfaction to strengthen retention and engagement
Deal Desk Supervisor
RingCentral
02.2019 - 03.2020
- Support and enable team to drive discussion on deals
- Deal review with Deal Desk Analysts, Sales, Renewals Team, Legal, and Finance
- Review and approve deal terms
- Manage the planning and execution of complex deals
- Handle escalations
Deal Desk Analyst
RingCentral
04.2018 - 02.2019
- Review Contracts before and after execution
- Act as a liaison between sales and other key stakeholders involved in the deal structuring process
- Conduct regular huddles with Sales team
- Extensive knowledge in product and pricing
- Deal review with Sales, Legal, and Finance
Sales Order Exception Desk SME
RingCentral
04.2017 - 04.2018
- Assist Sales team in generating quotes, contracts, order forms, etc.
- Engage Finance and Billing Team to complete contract generation
- Troubleshoot quoting issues
- Provision sales orders based on executed contract
Sales Account Manager
RingCentral
02.2015 - 04.2017
- B2B Frontline Sales for RingCentral Products and Services
- Work on leads to offer RingCentral products potential customers
- Take inbound calls to answer sales inquiries, troubleshooting, and upsells
- Sales forecast and pipeline management
Quality Assurance Specialist Intern
Startek International Ltd
04.2014 - 02.2015
- Monitor and audit both voice and non-voice interactions of production agents
- Facilitate both internal and external calibrations
- Monitor calls and orders processed by agents
- Conduct Quality talks to agents in training
Academy Bay Coach
Startek International Ltd
01.2014 - 04.2014
- Supervise agent in their transition from training to production
- Drive and monitor individual performance of agents to meet production goals
- Monitor calls and orders processed by agents
- Conduct huddles and coaching sessions for agents
- Conduct Academy Bay talks to agents in training
Commitment Specialist
Startek International Ltd
04.2011 - 06.2012
- Manage and filter commitments on a daily basis
- Send Commitment End of Day and End of Month Reports
- Take inbound calls for at least 8 hours per month
- Handle escalations for voice and non-voice LOBs
- Conduct huddles and coaching sessions for agents
Customer Service Representative
Startek International Ltd
02.2010 - 04.2011
- Transfer financial responsibility of wireless accounts
- Check eligibility requirements for both ToBR and Relocation requests
- Offer and process equipment upgrades
- Process relocation from and to different markets
- Cross-sell service on 80% of calls, upgrading customer’s service plans, voicemail features, mobile internet service, and rate plan upgrades
Technical Support Specialist/Customer Service Representative
Sykes Asia Inc.
10.2007 - 02.2010
- Provide basic troubleshooting steps to customers over the phone
- Filter and isolate DSL connection problems
- Dispatch onsite technicians for extensive troubleshooting and assembly
- Offer and process equipment and connection upgrades
- Start new activations for new and existing customers
- Transfer accounts/ account holders
- Make service changes – recommend service options to suit customer needs and lifestyle
- Resolve an average of 200 inquiries in a given week. Consistently meet performance benchmarks in all areas(speed, accuracy, volume)
Education
Bachelor of Science in Nursing
Jose Rizal University
Manila, PhilippinesBachelor of Science in Nursing
Dominican College
PhilippinesSkills
- Order Provisioning
- Order Documentation
- Salesforce Proficiency
- Deal Management
- Organization and Time Management
- Teamwork and Collaboration
- Attention to detail
Timeline
Order Desk Analyst
8x8
07.2023 - Current
Deal Desk Manager
RingCentral
04.2022 - 05.2023
Associate Manager, Deal Desk
RingCentral
04.2020 - 04.2022
Deal Desk Supervisor
RingCentral
02.2019 - 03.2020
Deal Desk Analyst
RingCentral
04.2018 - 02.2019
Sales Order Exception Desk SME
RingCentral
04.2017 - 04.2018
Sales Account Manager
RingCentral
02.2015 - 04.2017
Quality Assurance Specialist Intern
Startek International Ltd
04.2014 - 02.2015
Academy Bay Coach
Startek International Ltd
01.2014 - 04.2014
Commitment Specialist
Startek International Ltd
04.2011 - 06.2012
Customer Service Representative
Startek International Ltd
02.2010 - 04.2011
Technical Support Specialist/Customer Service Representative
Sykes Asia Inc.
10.2007 - 02.2010
Bachelor of Science in Nursing
Jose Rizal University
Bachelor of Science in Nursing
Dominican College
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