Pavithra Devi P

Salesforce (SFDC) and CRM Operations

• Managed partner case handling (xxx+ cases/month), opportunity creation, and service contract changes via Salesforce (SFDC/CRM).
• Acted as escalation point for high-priority or aging service contracts (xxx escalations resolved within SLA).
• Maintained SLA compliance (>xx% SLA adherence) and case closure targets.
• Conducted end-to-end case management for a portfolio of xxx partners/customers.

Order Management, Quote, and Contract Handling

• Generated bulk quotations (xxx+ quotes/month) aligned with approval levels for customer orders.
• Drafted non-standard contracts and ordering documents (xxx+ contracts handled) using CPQ tools and DAS systems.
• Validated customer data, licenses, and support packages for direct and indirect customers (VAD & Partners) across xxx regions/countries.
• Managed the entire order-to-cash (O2C) cycle, ensuring xxx% accuracy and on-time processing.
• Conducted internal audits achieving error-free rates of xxx%.

Process Improvement and Quality Management

• Led FRT (First Response Time) quality reviews, improving response metrics by xx%.
• Conducted internal audits covering xxx+ transactions to ensure operational excellence.
• Participated in team huddles, contributing to xxx+ process improvement initiatives.
• Implemented and optimized partner support workflows, reducing processing time by xx%.

Partner and Customer Support

• Supported xxx+ partner registrations, approvals, and conflict resolutions per month.
• Handled customer/partner escalations with an xx% resolution rate within SLA timelines.
• Acted as a Subject Matter Expert (SME) for partner support processes, leading xxx+ process training sessions.

Reporting and Client Communication

• Generated and presented xxx+ operational and quality reports (weekly/monthly) for leadership and client teams.
• Provided daily/weekly client reporting covering xxx+ open cases, escalations, and performance metrics.
• Validated pricing assumptions, compliance documents, and budget calculations impacting deals worth xxx+ INR/USD.

Team Collaboration and Leadership

• Worked cross-functionally with xxx+ stakeholders across sales, delivery, and order management teams.
• Assigned and monitored work for a team of xxx members in the absence of the lead.
• Mentored and trained xxx+ new joiners in order processing, supply chain processes, and SLA management.
• Certified and supported onboarding for xxx+ employees in contract management processes.