Jyothi Lakkala

Subject matter expertise on Install Base Services, Opportunity Creation, Quoting, Pricing and Contract Creation,Service Contract processes.

• Played a key role in the transition of New SKU Offerings as per Broadcom policy by creating quotes for Direct customers, distributors, and resellers in accordance with the company policies.

• Managed special customer projects from start to finish by taking ownership through calls, meetings, and ensuring timely delivery in accordance with organization's SLAs.

• Worked closely with Sales, cross-functional teams and the Renewals team to address and resolve issues.

• Create, manage, and revise ELA Quotes in CPQ (Salesforce) for both Perpetual and SaaS licenses while adhering to IB metrics and SLAs using SAP BI and Oracle tools (EBS,SFDC, etc.)

• Validate and analyze install base, Order, Customer service information with set of parameters.

• Handle critical and complex deals independently and collaborate with cross-functional teams to resolve issues.

• Analyze and identify potential Installed Base mismatches and provide accurate pricing / discounts for SaaS Subscriptions and Perpetual products.

• Manage Deal Operations queries raised by the stakeholders.

• Manage the end-to-end deal review process and support the execution of contractual documents while ensuring compliance with business polices and quote to cash operations.
• Responsible for contract consolidation for the support extension as per client.

• Responsible for providing resolution on various sales/ stakeholder’s requests including several reports with licensing information for customer/ entitlement accounts (e.g. Purchase orders, Order status updates, Order invoicing, Pricing, Order fulfillment, Sales Order, Contract number, Licenses).

Prioritization skills:

• Processing requests as per agreed Turn Around Time (TAT).
• I Ensure accuracy in processing requests within SLA and productivity targets are met with in SLA.
• Support the Quarter end and month time timeliness on quarter end impacting activities and help in managing the surge in volumes pre/post quarter end.
• ADHOCs: Work on projects and programs assigned to as part of additional responsibilities.
• Responsible for Queue management, attending calls with cross functional teams and clients, Escalation handling.

• Perform Major Responsibilities are preparing reports for clients and customers, Queue management, attending calls with cross functional teams and clients, Escalation handling.
• Handling customer query and complaints through email and online chat.

• Investigating and resolving all shipping issues (General Queries)
• Manage purchase orders, create and make corrections in customer invoices.
• Providing reports to the customers such as contract details, order details, RMA transaction details etc.,
• Metrics and Reports- publishing daily, Weekly, Monthly reports to the team, Management and to the client.
• Being a part of testing team. (PEGA testing).
• Worked with Remedy Team Incident Management – Remedy 7 and 8 to get the technical issue resolved.