Anna Prosyannikova-Mitranina

Experience

• 

  Oracle

  Sept 2010 - Mar 2017

  • Supervised the local Customer Support Team (17 employees in total). • Assumed ownership over team productivity by monitoring up to 130 logs and followed up with the customers to ensure optimal customer satisfaction.• Achieved the highest average rating score among the world-wide teams -8,95 with the target for FY16 - 9,00.• Cost avoided $1M through accurate Customer Support Team world-wide Licensing and Entitlement Team efforts.• Reached $650K in contract revenue through Customer Support Team world-wide initiated Sales Leads.• Member of the Customer Satisfaction Team. Show less • Delivered post-sales support and solutions to Oracle customers, involving, assisting and resolvingcustomers' inquiries via phone (answered an average of 35 calls per day) and electronic means. • Served as the main liaison between customers, management and sales team. Investigated and resolved customer inquiries and complaints in a timely and empathetic manner.Key Achievements: • Average personal customer satisfactions rating score 9,5 points out of 10. • #1 in the team based on the productivity. • "Exceed Expectation" appraisal score (4 out of 5) for two consecutive years. Show less

  • Customer Support Executive & Team Lead

    Jun 2013 - Mar 2017

  • Technical Support Analyst

    Sept 2010 - Jun 2013
• 

  Oracle

  Sept 2018 - Jun 2023

  Technical Account Manager/Service Delivery Manager

  • Operate as Oracle representative to the customer, aiding and facilitating customer communications and activities across other lines of business.• Oversee the delivery of the ACS Managed Cloud Services for 9 accounts with the governance level from 4 to 2.• Establish and maintain a delivery governance model with the customers at the implementation, operational, management and executive level.• Obtained 107% in Individual Personal Productive Utilization that exceeded the target of 85% by 26,1%.• Achieved 9 points in Effectiveness of ACS communication rating score that exceeded the target of 8.5.• Contributed to Strategic and Initiative Content for TAMs FY23 and developed Soft Skills Curriculum for TAMs as Project Management Ambassador. Show less

• 

  Oracle

  Aug 2023 - now

  Technical Account Manager