Elena Avorio

Experience

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  Idea Prisma Cooperativa Sociale

  Oct 1998 - May 2005

  Disable people educator

  Care and rehabilitation in people with various types of mental and physical disability.

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  Pizza Express Barcelona

  Jul 2005 - Oct 2006

  Customer Assistant
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  Citibank

  Jan 2006 - Mar 2012

  Customer Service Executive and Sales

  Being the 1st point of contact for Italian speaking customers, handling customer enquiries via email and over the phone. Advising, selling and processing financial transactions and payment plans on the internal CRM system, recording call data and produce reports, attending monthly team meetings (in Italian, Spanish and English language), handling administrative tasks, solving all compliance & customer doubts and problems.

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  Arvato at MICROSOFT, Financial Solutions, Global F&A

  Feb 2015 - Jan 2016

  Volume Licenses Specialist

  - Executing Validation of Enterprise Agreements, ensuring all the legal requirements are met and documentation is completed.- Data Entry of contractual information in a highly accurate manor.- Audit of Enterprise Agreements, Contracts and Orders in Microsoft Volume Licensing, to ensure the quality of the process - Investigation and resolution of contractual invalid issues. Possess & enforce an expert level of understanding of current revenue recognition guidelines as established by Finance & Compliant with SOX procedure (Sarbanes–Oxley Act of 2002).- Complete analysis and investigation of queries related to specific Microsoft Business Programs, Orders and Contracts. These queries are communicated via email and regular updates must be provided to customer on progress.- Billing, credits, debits - Invoicing and Crediting. Ensure timely billing for all customers.- Handling B2B and B2C support. Communicating with End Customers, Microsoft Subsidiaries and Chanel Partners - Responsible for maintaining strict service levels (SLAs) with clients’ activities.- Complete analysis and investigation of queries related to specific Business Programs. - Routinely evaluate workload and prioritize based on the Company revenue needs, customer sensitivity and follow guidance from Senior Team members- Supporting team managers with urgent escalations, prioritize workload contributing to 98% accuracy in meeting 24 hour sales targets. Working to a deadline in an extremely busy environment.- Supplying training and support to new hires and assisting team leaders with organizing training for existing staff members and new joiners.- Suggest more efficient ways for processing of work; learn new areas for possible future ownership- Depth knowledge of Microsoft’s internal tools, products and services, CRM software and the SAP tool. Mostrar menos

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  Microsoft

  Sept 2016 - Jun 2017

  Business Analyst/New Business Incubation Team

  -Supporting the Global and Regional Rebates Operations and being a liaison among all stakeholders including senior business representatives, SME’s, development teams, project managers and relevant 3rd party suppliers to understand the structure, policies and processes.-Work with the team and all stakeholders to understand and analyze the current process in order to recommend solutions that enable the company to achieve its goals.-Documenting processes and workflows in a clear and concise manner.-Interpretation of business needs, identification of functionality gaps and translation into operational requirements to close gaps, improve efficiency, ensure compliance and reduce risks.-Process improvement design, methodology development for introducing and managing process change.-Organizing and structuring the Documentation Management Tools (SharePoint) and implementing controls on user accesses-Implementation of the improved processes for contracts distribution, claim submission and validation, incentives calculations and payments, preparation of monthly financial accruals. -Reporting progress to Senior Project Managers, articulate and record the status of the implemented solutions-Support the stakeholders’ daily business needs during the migration/change process and during the post go-live phase-Working with the Data Analyst Specialist and IT team for the optimization and development of tools in order to automate part of the process and reduce errors.-Process and documents Standardization-Tools UAT testing, capturing, analyzing and documenting the test results, support development queries-Testing the new Microsoft CRM, work with the helpdesk for the issues resolution and the final implementation of the CRM in the process workflow.-Create clear and concise Work Instructions, writing User Manuals, Training Material.-Planning the process transaction to the 3rd party supplier-Delivering training to the 3rd party supplier and stakeholders Mostrar menos

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  TD SYNNEX

  Jan 2017 - now

  Cloud Services Product Marketing Manager

  Strategically Design and Launch: Developed, designed, and executed cloud support services products, aligning with market demands and buyer profiles. Orchestrated end-to-end product launches, collaborating across cross-functional teams (finance, operations, marketing, sales, legal) to ensure seamless program introduction.Compelling Value Propositions: Captured business needs and buyer insights to craft value-added services tailored to cloud business partners. Sales Empowerment: Equipped sales teams with value propositions and comprehensive toolkits, enabling them to effectively communicate product value to potential clients. Market Positioning and Messaging: Devised strategic product positioning and messaging, effectively communicating the solution's value to alleviate customer challenges. Developed and refined product messaging that underscored unique attributes and advantages.Sales Support and Collaboration: Assisted the sales team in product positioning, playing a pivotal role in European sales initiatives, amplifying awareness, driving lead generation, and facilitating follow-ups to capitalize on sales opportunities.Performance Tracking and Optimization: Implemented robust KPIs to meticulously track financial, sales, and service delivery results. Evaluated performance metrics, optimizing processes to enhance customer satisfaction, and achieve organizational goals.Stakeholder Engagement and Communication: Championed program change management across diverse EMEA functional units. Delivered comprehensive presentations to leadership and large audiences, articulating strategies, initiatives, and financial outcomes.Vendor Partnership Management: Managed and cultivated and nurtured strong partnerships with vendors, leveraging these relationships to enhance business offerings and sustain competitive advantage.Customer-Centric Culture: Fostered a customer-centric ethos, consistently exceeding client expectations through exceptional service delivery. Mostrar menos