Chitra Shetty

Subject Matter Expert for all critical and exceptional scenario-based decision-making including changes in the existing process

Handling Quality Audits and Metrics for the team

Recommend, implement, and monitor preventative and corrective actions to ensure quality is met

Publishing quality reports to the leadership on a regular basis

Weekly Quality sessions conducted with the team discussing the metrics and trends

Coaching sessions conducted with the team members

Training Documents and Process documents reviewed and updated

Responsible for effectively transitioning process updates across all teams and end-end owner of process documents.

Actively handled Quarter End Activities

Performing Quality RCA and ensuring corrections are done

Creating a daily report in Excel and presenting calls

Cross-reference, validate, analyze, and reconcile data across different systems like Salesforce.com, bookings (Oracle), customer install base or customer agreements with VMware

Reviewing of order booked and then accordingly set up renewal service contracts in Oracle

Reviewing/ Validating/ Pricing install base records and service contracts of customer

Quote out install base contracts for customer as per quoting and renewal policies

SFDC Case managing and resolving Customer issue

Handling Escalations, Resolving Queries by WebEx calls., Teams chats, Emails from customer (DD, CSO, SALES and FINANCE) and providing updates in timely manner

Provide business intelligence through data analysis

Actively involved in Queue management /Floor support/ Escalations for the customer scoping team during EMEA time zone

Contributed in maintaining On demand SLA at 97% and above

Part of CPQ (Tool) testing with our current process requirement

Collaborating with Sales, Revenue & External Audit teams (Stakeholder) to provide value-added quoting and Installed Base services, delivered on time and accurately

Need to validate and analyze install base information with set parameters

Analyze and price the eligible licenses onto the new ELA

Co-ordinate with Deal Management team to understand the importance and justifications of a deal

Good knowledge about the Oracle 11i/R12 tool including the exposure to the 'Install Base tool'

Knowledge of Quote to Cash Process.

Good with MS office, specifically MS excel (knowledge of Macro)

Work on projects and programs assigned to as part of additional responsibilities.

Managing the contracts and licensing entitlements created after post booking and fixing any discrepancies in the order or visibility of such contracts to the customer

Fixing issues with the contracts, licenses or the customer installed base directly or reaching out to the relevant cross functional teams such as the ERP team, OM Help Team, SAP Helpdesk team, Licensing team or relevant Product Managers

Creation of Service contracts for specific types of Sales Orders and creating Licenses for specific products as required

Creating IB Roles, Contacts, Accounts & Partners

Proactively picking and handling cases within the Client’s SLA.

Participation on Quality huddles to calibrate process knowledge.

Meeting Productivity & Accuracy metrics to meet the client’s expectations.

Preparing Reports (Productivity & Accuracy) & publishing to the team on weekly bases

Understanding customer requirements and routing it to correct departments.

Referring to Database like Oracle 11i, O2R, PDB, SAP

Verifying Company details online before adding to our database

Provide customers with accurate service and support while assisting them with registration of products

Researching and correcting system and process issues impacting Serviceability and Service Entitlement

Managing Discount approvals for the US, Canada, EMEA, and APAC with complete responsibility for being the single point of contact for the client

Generating sales quotations and auditing the estimates before the dispatch

Responsible for managing the special pricing approval process for US and Canadian region.

Worked closely with country sales & category team to align with the strategy & act as a business enabler.

Worked actively with the sales team to define account strategy & ensure the same is implemented.

Responsible for compliance to all Avaya processes & policies for the special bid rule-based activity

Managing a team of exempt individual contributors and supporting multiple highly complex business segments

Proactively drives process improvement and policy development initiatives that impact the function.

Usage of applications like SAP (transaction level), Salesforce (CRM), CIRR, SMART, Cognos, SBA tool, APS & SEIBEL

Help team members in achieving weekly and monthly goals.