Shivam Soorma
Sales Support Specialist
New Delhi
Summary
Enthusiastic and dedicated employee with integrity, strong work ethic and great leadership skills. 9+ years’ experience in request management, project management, improving processes, building revenues and driving business growth. Sound knowledge of network products and end-to-end product journey.
Overview
7
7
years of professional experience
6
6
years of post-secondary education
2
2
Certifications
Work History
Sales Support Specialist
AT&T
02.2024 - Current
- Understand client/sales team requirements & translates the business requirements into specific deliverables from a sales support standpoint
- Work with sales, product teams, pricing teams and other stakeholders to ensure availability of required details for sales deliverable.
- Attend meetings and kick off calls with all the relevant internal and external stakeholders.
- Support creation of complex and/or large renewal.
- Work on all major telecom services- VPN, Internet, Hosting, Cloud, Security, etc.
- Special focus needed on US legacy (voice and data) services
- Support Inventory pulls on both strategic and legacy voice and data services.
- Support the Sales Support team, as needed, by cross-training on systems and products.
- Participate in training to stay current on existing products and learn upcoming products.
- Responsible for tracking performance Analytics & publishing Dashboard with other teams like revenue assurance on data pulls, creating linkages between cost and revenue and opening disputes.
Service Request Management Professional
British Telecom
07.2021 - 02.2024
- Accountable for the end to end Service Request process performance on the contract and supports In-Life and Project requests coordinating with Project and Programme Managers, Design and Sales/Contract Management.
- Primary interface for end-customer (typically IT Managers and IT Directors) and sales for service requests and advises the customer the best way to address the requirements (technical, service level and cost), escalations and reporting, coordinates with other teams for the delivery of customer service requests proposals and deliveries.
- Manage complex commercial aspects of Service Request Management and responsible for creation of sales quotation and proposals.
- Deliver and Implement jeopardy management and reporting against contract SLAs (end to end from receiving customer request to order quality closure).
- Risk management - identifying, fagging and managing risks overarching the wider Service Request process or the contract support team.
- Monitor and manage performance on all Service Requests to achieve targets, i.e. Quality Checks, Current SRM Professional Business Standards, contractual requirements and failure analysis.
- Support mobilization and contract set-up including knowledge sharing with teams as well as set-up and configuration of systems and tools.
- Accountable for the quality, accuracy and version control for all Service Requests documents, templates and guides.
Service Implementation Expert + Service Lifecycle
Orange Business Services
06.2019 - 07.2021
- Participate to Business case definition (in close cooperation with Project Manager) by consolidating elements related to process & tools.
- Validate marketing documents completeness, from a process & tools perspective, to ensure the Service Development project can start.
- Specify operational processes adjustments and get validation from Process Owners.
- Ensure end-to-end consistency of service components developed on existing tools as well as follow-up & report on IT developments.
- Create the service process documentation up to work instruction level, in line with operational team's expectations.
- Participate to training sessions to ensure operational teams acquire proper know-how to supply the service.
- Contributes to Problem Management by giving process and IT support to operational teams and leads the Service Improvement Plans (SIP).
- Ensures last level support on process and tools domains for operational teams.
Sr. Analyst, Ordering Operations
Orange Business Services
06.2017 - 06.2019
- Works independently and is considered a subject matter expert for products and process within QTB work steam.
- Maintain a good level of communication with the customer and acted as commercial ordering champion.
- Pro-actively chase & manage orders pending and those in the pipeline to maintain minimum backlog of orders.
- Build & nurture transversal relationship across the Organization to foster collaborative environment.
- Work in close coordination with team members to provide support & end to end ownership for complex and escalated cases.
Customer Ordering Administrator
Orange Business Services
6 2014 - 5 2017
- First time right and on-time ordering with correct invoicing to the customer.
- Meeting or exceeding the agreed service level with the Customer thereby leading to enhanced customer satisfaction.
- Responsible for end to end order management executing the delivery plan to include acknowledge and validate customer requests, re-key, provision and initiate on time billing.
Education
Bachelor of Technology - Electronics And Communications Engineering
ITM University
Gurugram 06.2010 - 07.2014
Class 12th -
St. George's School
New Delhi 03.2009 - 04.2010
Class 10th -
St. George's School
New Delhi 03.2007 - 04.2008
Skills
Service Request Management
Certification
PRINCE2 Foundation and Practitioner Certified
Timeline
Sales Support Specialist
AT&T
02.2024 - Current
Service Request Management Professional
British Telecom
07.2021 - 02.2024
PRINCE2 Foundation and Practitioner Certified
12-2019
ITIL 4 Foundation Certified
11-2019
Service Implementation Expert + Service Lifecycle
Orange Business Services
06.2019 - 07.2021
Sr. Analyst, Ordering Operations
Orange Business Services
06.2017 - 06.2019
Bachelor of Technology - Electronics And Communications Engineering
ITM University
06.2010 - 07.2014
Class 12th -
St. George's School
03.2009 - 04.2010
Class 10th -
St. George's School
03.2007 - 04.2008
Customer Ordering Administrator
Orange Business Services
6 2014 - 5 2017
Similar Profiles
Eonna SmithEonna Smith
Telephone Sales Representative at AT&TTelephone Sales Representative at AT&T
Katie BryanKatie Bryan
Lead Project /Senior Program Manager at AT&TLead Project /Senior Program Manager at AT&T
Taylor HarperTaylor Harper
Sales Representative at AT&TSales Representative at AT&T
Elihu Porter ElElihu Porter El
Retail Sales Consultant at AT&TRetail Sales Consultant at AT&T
Manav SaxenaManav Saxena
Technical Lead at Digicommerce Solution LLPTechnical Lead at Digicommerce Solution LLP