Experience

• 

  Cgs (computer generated solutions)

  Sept 2012 - Mar 2015

  • Managing complex, escalated scenarios, through the internal inbox, available only to Escalations agents • Reviewing escalated accounts, providing a research of the case to the Higher Management, proposing best fit resolutions for each situation. • KPIs monitoring for assigned Order Support team• Offering help to Order Support Romania agents with complex cases • Taking over escalated calls from Order Support agents, where standard procedures did not cover the scenario, finding solutions and following up with the customers to make sure everything is in order• Floor support Show less • Offering support to Sprint customers on an End to End process (from order submission until order was received).• Taking calls and resolving customer's concerns based on a clear path of Method's and Procedures.• Identifying the correct department that the customer needs to be put in contact with, based on the situation that they are confronting with.• Offering technical support if needed, depending on the problem at hand (signal or performance related)• Correctly registering the information received from and provided to the customer at the end of every call.• Making sure that all metrics are reached and kept within a threshold marked by the Management group. Show less

  • Escalations Specialist in Telesales Websales Operations

    Mar 2014 - Mar 2015

  • Order Support in Telesales Websales Operations

    Sept 2012 - Mar 2014
• 

  Oracle

  Mar 2015 - now

  Leading a team of 5 eager Business Analysts, specialized in sales support. The team offers dedicated support for the EMEA region but is part of the overall Global Sales Operations organization.Together with the team, we help Independent Software Vendors, partners of Oracle, to properly close contracts with End Users, as well as acurately report royalties for the services that are distributed.We are working to develop the knowledge and skills of our stakeholders to be the best lyason between Oracle and the ISV Partners, through constant contact and trainings, either re-active or pro-active, based on the team's analysis of the type of interactions that we have. Show less • Ensure team knowledge up-skill;• Develop KPI based plan and make sure team members are achieving their goals;• Independently respond to all escalations, while managing a favorable outcome for all parties involved;• Ensure proper integration in the team of the new hires;• Supervise the workload allocation and requests backlog, as well as spoting and signaling any outstanding issues in the team;• Identify quality and productivity issues in the team and propose and implement solutions with my manager;• Update team on operational matters received from the Divisional and Global Process Owners or other collaborating teams.• Manage the internal Sales Support training team for over 2 years• Handled appraisal process for the ISV Royalty team (3 members) for Fiscal Year 2020• Independently organizing and driving the ISV Royalty team meetings • Connecting directly with key stakeholders and their management and maintaining a good business relationship• Multiple projects management on top of current responsibilities Show less • Provide first line Business Practices support to OD Prime/Overlay Tech/ Cloud team.• Advise sales reps on appropriate approvals and justifications • Provide training on all new BP initiatives including new and acquired products.• Support Rep onboarding with appropriate process, policy and tools training.• Act as a bridge between the sales team and various other functions in the Sales Processes (Indirect Sales Support, Operations, Deal Management, AR, Collections, Credit Team, Order Admin, Fulfillment, etc)• Drive Accelerated Buying Experience adoption• Assist in the escalation of critical deals as required (through various back office functions and processes) Show less • Provide 2nd level of support on the Sales end to end processes ;• Act as knowledge expert on the Sales end to end processes and systems;• Act as a bridge between the sales team and various other supporting functions (GSCO, Deal Management, AR, Collections, Credit Team, Order Management, Approvals, Business Practices, Revenue Recognition, Incentive Compensation, etc);• Support new application roll-outs;• Undertake admin responsibilities as required;• Helped with the implementation of new tools – UAT Testing (CPQ, Oracle Sales Cloud, Fusion CRM etc.) Show less

  • Operations Manager

    Sept 2021 - now

  • Operations Team Lead

    Jul 2018 - Sept 2021

  • Oracle Digital Senior Sales Support

    Jun 2016 - Jul 2018

  • Business Analyst

    Mar 2015 - Jun 2016