Gabriela Gogoi

Experience

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  Mellon. SA

  Oct 2009 - Oct 2011

  Customer Service Advisor, Inbound

  The position was created in collaboration with Advanced PaymentSolutions, a British financial institution specialized in a wide rangeof prepaid Mastercard products. My main assignments were:-Managing the cardholders’ accounts by replacing, renewingor issuing cards-Monitoring and investigating suspicious transactions,-Chasing and applying payments,wages and benefits,-Assisting the cardholders in various situations that requireupdating the details on the accounts in order to insure a cleanfinancial activity.The position also requires a professional collaborationwith the back office team, located in the UK. During this periodof time I became customer oriented, by learning howto empathizeand listen to customers’ queries while offering personalizedsolutions according to our procedures. Show less

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  RCS & RDS

  Nov 2011 - Mar 2014

  Frontline Officer

  The position was created by RCS-RDS and it consisted of:-Answering the customers’ requests, in a timely manner,- Verifying and solving technical difficulties they encounter, overthe phone, according to the rules and procedures of the company,- Processing the information offered by the customer and forwardingit to the proper departments,-Offering commercial information and advice, so the customer couldmake an informed decision about the services they require,- Providing the customers’ feedback to the marketing department,so the products could be improved,- Promoting the company’s products and services in a customeroriented manner. The department offered 24/7 customer support,hence the schedule consisted in 7h/8h/10h shifts covering the 24h. Show less

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  HP

  Mar 2014 - May 2018

  Customer Sales Support Manager

  As part of the Sales Operations team, this position covers a widevariety of roles and responsibilities such as:-Key contact for the account sales team and the customer;-Consultancy and communication role; problem management;-Managing the B2B portal offer and its associated tools, in orderto deliver a user friendly catalog and facilitate the purchasingprocess;-Catalog creation and maintenance; account creationand maintenance;-Managing customer price/product requests, either by creatingand managing a product offer (product requirements - consultancyand guidance - offer creation - pricing approval - catalog creation)or by updating or renewing a current offer;- End of Life management;-User related maintenance and troubleshooting;-Coordinating the back office, pricing and sales teams in orderto ensure an efficient collaboration and decrease SLAs;-Customer technical support etc.Aside from the above mentioned roles and responsibilities I have alsobecome involved in other related projects made availableby the company :-NDNA framework manager: redesigned and managed a fullyconfigurable offer based on specific pricing guidelines and productrequirements for the London Universities Purchasing Consortium;- Product Champion : after receiving product training from HP'spresales team and participating in the "Train the Trainers" program,I have assumed the role of Product Champion. This position allowedme to offer product support and training materials to my department;-Communication and Media team member: I have helped developawareness campaigns for employee engagement teams, helpedplan site events and helped manage the team's online mediaYammer account.- I participated in the HP Pricing Approval Process Restructureproject. Along with the other members of the team and our Processengineer, we reformed and improved the process. Our aim wasto reduce the overall SLAs for RFPs and Tender requests. Show less

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  Microchip Technology Inc.

  May 2018 - now

  Inside Sales Representative - Supply Chain Specialist

  - Constantly liaise with the Field Sales Engineers and selected European clients- Quotes approval/ pricing- Driving Leads to Opportunities - Coordinating escalations- Periodic client meetings- Supply chain coordination - Run, review and distribute periodic reports as requested- Checking and entering new orders, maintaining shipping records and monitoring central backlog- Supporting direct customers by working closely with the Regional sales team to ensure an adequate level of post-sales service- Loading new orders and actioning amendments to meet customer requirements- Dealing with progress enquiries, maintenance of order backlog- Keeping close contact with the customer’s purchasing office to meet and exceed service level expectations- Keeping contact with other Microchip offices in Europe or US to ensure efficient communication and successful teamwork- Providing timely and accurate forecast for selected accounts- Acting as interface between the software development team and the logistic department for delivery related issues- Supporting the A/R Ireland team when necessary to solve overdue payment issues- Data Salesforce management Show less