Bhoomika Subbaiah

• Streamlined Project Install Base database for Top 100 customers.
• Generating day to day SW and HW licenses using tools like SAP CRM, SAP BI, Salesforce, Jira, HAL, formation, micro startergy.
• Renewing SW and HW licenses and assisting customers in regenerating, rehosting and customer support.
• Generating reports from tableau to access and to blend data from multiple sources.
• Automated Loui process to avoid manual errors.
• Worked with Vice-President and team to find leads for one of ON-SITE (Canada) projects for automating licensing process which reduces 90% of human errors and makes process much more efficient and reliable and eliminating 70% of repetitive tasks.
• Analysing customer data using SAP BI
• Primary point of contact for APAC (Japan) & EMEA region SE’s, AM’s for resolving licensing issues in an empathetic manner fulfilling their needs managing S1 and escalations specially during quarter ends for APAC and EMEA.
• Working closely with manufacturing, renewal and PLM team gaining product knowledge and functionality.
• Collaborated across departments to identify opportunities for process improvements and increased efficiency.
• Boosted overall customer satisfaction, resolving complaints and inquiries in timely and empathetic manner.
• Provided training for new hires fostering a supportive learning environment conducive to success in their roles.

• Increased customer satisfaction by promptly addressing concerns and providing effective solutions with being the primary contact.
• Achieved successful resolution of escalated issues during periods of high call volume.
• Handling day to day activities such as activations, re-hosting, transferring licenses, client
• communications and research for Backup and Recovery products.
• Very good knowledge of order to cash process and EMC Backup and Recovery products such as Avamar, Data Protection Advisor, Networker, Data Domain, Source-one, Powerpath, Unity.
• Handling Level 1, Level 2 requests/escalations in Sales-force and moxie.
• Drove customer solutions needing a licensing component when collaborating with Tech Support, Sales, Project Management, renewals.
• Assisting external and internal customers in locating licenses or regenerating licenses.
• Closely worked with Project manager, on funded field activities involving Customer engineers and CS
• Manager (FSM), for SR Creation, assigning the right resources to the SR.
• Proavtively Contacting the onsite team to get help smooth installation or Upgradation of ESRS

• Raising request on behalf of Project Manager for Customer Engineers

appointment to support Customer.

• Make sure Service Requests are generated on time and are created as per

the Project Manager's request.

• Contacting Customer Engineers regarding Service Requests created.

• Providing knowledge to customers about the latest product of EMC.

• Responding to escalation and customer emails as soon as possible.

• Worked as WFM(workflow Manager) to maintain there is a smooth flow

of work.