Preena Vanraj Madurai

Client: Avaya

• Role and Responsibility:
• Working with Sutherland Global Services for Avaya Client
• Handling worldwide deals for clients, both direct and indirect, ensuring adherence to deal requirements and timelines
• Successfully managing end-to-end orders of telecommunication products for Avaya client using SFDC
• Exporting weekly reports from SFDC, including Paused SSR's and Approved SSR's, to monitor and analyze order status
• Utilizing SAP tool for order entry, billing, and order management, ensuring accuracy and timely processing
• Working on SAP tool to gather financial details and client requirements, enabling smooth order fulfillment
• Utilizing A1S tool to provide discounts to premiere customers, ensuring customer satisfaction and retention
• Approve or deny deals based on Deal Desk recommendations through SBA
• Specialized in recurring services deals (renewal contracts) and subscription deals, ensuring seamless execution
• Extensive experience in leading the contract renewal process, ensuring timely renewals and reducing hold file backlog
• Proactively engage with clients to discuss contract terms, negotiate renewals, and secure contract extensions
• Proficient in preparing proposal documents using GSS (Global support Service renewals) templates and facilitating negotiations with customers
• Calculating YoY (year over year) to compare data over consecutive years for analysis and decision making
• Collaborating with global stakeholders to analyze and provide insights on the renewals pipeline, demonstrating a comprehensive understanding of the end-to-end sales process and renewals quoting processes.
• Reporting the status of business documents such as quotes, opportunities, and purchase orders to the sales team, providing insights on renewals opportunities in the pipeline
• Offering second-level support for escalations and queries related to quoting operations processes and renewals programs
• Working closely with Pricing, Deal Management, Order Management, and other key stakeholders to ensure smooth order booking
• Present subscription packages, benefits, and pricing to potential clients, addressing any concerns or objections
• Negotiate and finalize subscription agreements, contracts, and terms with clients, ensuring compliance with company policies and legal requirements
• Collaborating closely with AVAYA Sales Team to resolve critical deal issues and provide excellent customer service
• Assigning requests to agents based on customer requirements and details, facilitating efficient processing
• Maintaining a daily work report tracker and providing regular process updates for reference and transparency
• Demonstrated a strong understanding of productivity and performance metrics, utilizing them to drive continuous improvement
• Monitoring overall process functioning, identifying improvement areas, and implementing measures to enhance customer satisfaction
• Interacting with Requesters, Deal Managers, Avaya Sales Leaders (ASL), and Regional Sales Leaders (RSL) daily to address deal issues and escalations
• Conducting client requirement review meetings to align services with customer needs
• Actively participating in team huddles, providing process updates and aligning with soft skills training
• Standardize processes and performance across the team using dashboards and reporting
• Conducting quality sampling and error analysis for a team of 17 members, ensuring adherence to quality standards
• Preparing monthly audit data for the team and publishing it on a weekly basis, including quality scores.

• Monitored various country's mailboxes, promptly responding to customer inquiries and providing accurate information
• Implementing pricing tactics, including portfolio, tier, and percentage-based incentives, considering cost-benefit analysis..
• Coordinated with Revenue Management team and Pricing Analysts to address any discrepancies
• Ensured customers received proper incentives as per their agreements
• Managed the Incentives Administration System, resolving issues and implementing updates
• Conducted audits and administered customer accounts to ensure quality control and compliance
• Provided excellent customer service by resolving day-to-day account queries.
• Utilized QWS, CUBIE, ARCS, and ESTAT8 applications for hands-on operations.