1. 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, revenue
management, and customer service. I am highly motivated, positive and a flexible team player that
works well with others. I am willing and able to learn new skills quickly. I adapt easily to differing
environments, and my communication skills are professional and effective.
EXPERIENCE
07/2006 to Present
Global Deal Specialist
Hewlett Packard Enterprise － Roseville, CA
My role was to understand the international/multinational complex
order management processes, programs, policies and apply detailed
knowledge in order to meet/exceed customer and business partner's
expectations.
I applied my customer service skills to maximize TCE (Total Customer
Experience).
I researched deviations, developed solutions, and escalated as
appropriate.
I recognized the impact of order management processes on HP's orders
and revenue, as well as the impact on sales order management
compensation.
My key focus was in multi-national GASC program environments.
I managed USA corporation contracts for international support contracts
that were negotiated out of the USA.
This included partnering up with customers, and HPE internal account
teams to find solutions and resolutions for the customer's international
locations.
06/2006 to 02/2007 Contract Administrator
Hewlett Packard － Roseville, CA
My role was to understand complex order management processes,
programs, policies, and apply detailed knowledge in order to
meet/exceed customer and business partner's expectations.
I applied customer service skills to maximize TCE (Total Customer
Experience).
I researched deviations, developed solutions, and escalated as
appropriate.
My job was to recognize the impact of order management processes on
HP's orders and revenue, as well as the impact on sales order
management compensation.
Independently and partnered with peers to process accurate support
sales order management activity for customers.
I provided timely customer reports and met/exceeded customer
expectations.
08/2001 to 06/2006 Education Call Center / Online Rep / Order Processor
Hewlett Packard － Roseville, CA
I managed inbound customer calls to the HP Education Customer
Registration Center.
I interacted professionally with customers; processed training delivery
registrations with a concern for order quality and accuracy; assessed
customer's needs and potentially up sell or influence further training
sales.
I managed all order administration processes in support of the .Net
business.
Ensured orders were booked and billed accurately by end of class delivery
dates.
I acted in a liaison capacity to the U.S. field teams, coordinated all order
file requirements and managed revenue appropriately.
Worked with disciplines, HP Partners, and Field/ Division teams to
evaluate and implement alternative procedural and systematic

2. EDUCATION
REFERENCES
solutions.
I maintained and expanded knowledge of products, services, programs,
and promotions.
10/2000 to 08/2001 Customer Support/ Account Rep
Hewlett Packard － Roseville, CA
My responsibilities were to increase customer awareness, and improve
customer loyalty, by educating customers on how to use the ITRC Web
Application.
I delivered support that met/ exceeded contractual obligations of HP
customers, and contributed to the ITRC Support Team Business
Fundamentals Goals.
I used standard tools and processes to troubleshoot, isolate, verify,
document, track and respond to customer issues accessing and using
the 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, and
recommending changes based on customer feedback.
06/1999 to 10/2000 Customer Support Coordinator
Hewlett 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 Internal
workstations and PC applications.
I found the correct resources to resolve all customer's needs.
Which included phone and call routing, documentation, and processing
the customer's request.
I completed all this within the scope of Call receipt.
I also assisted engineers in delivering quality service of internal and
external customers.
High School Diploma
Carlmont High School － Belmont, CA
Typing Certification
OICU － Menlo Park, CA
Hewlett Packard Enterprise Training － CA
Project Management Training
Global Trade - ITAR- Military Goods Controls and Technology
Help Us Help You - Sales and or Solution Architects and Global Trade
Global Trade – Valuation
Preferential Trade Agreements
WW Class Familiarization Training
Standards of Business Conduct
Transitioning Service Support Contracts
Communicating Across Cultures
7 Habits of Good Security
Global Trade Export Awareness
Managing Your Time and Setting Priorities Training
Development Actions; Soft skills Training
Global Trade Customs Awareness
Building Client Relationships
Active Listening + Questioning Skills
HIPAA Privacy and Security Awareness
References Available Upon Request