SUNIL NAIK

Drafting complex/ nonstandard contracts for assigned Oracle line of business, regions by utilizing approved standard and non-standard options to address all contract variations requested by Sales.

• Manage stakeholder expectations through clear, transparent communication and timely status updates, ensuring strong alignment between project deliverables and business objectives.
• Ensure full compliance with pricing, discounting, and approval workflows, maintaining strict adherence to company policies and governance standards.
• Actively collaborates with Sales, Operations, and cross-functional teams to assist with the ordering document drafting requirements and business needs.
• I have been a primary point of contact in the NAMER and LAD region drafting team for handling and clearing quoting-related queries, ensuring timely and accurate processing to meet business needs.
• Proactively supported new team members, Conducted quality checks and provided assistance in handling the complex standard and non-standard workaround scenarios in resolving their queries and clarifying doubts.

• Strong working knowledge of Oracle Sales Cloud, CPQ (Configure, Price, Quote), DAS (Deal Approval System), and related tools including BUG DB, SPM, SPS, MOS, UOT, CLM, and Q.
• Provide Tier 1 and Tier 2 support for Cloud and Non-Cloud applications through chat and email, assisting Oracle internal users and handling escalations with clear communication.
• Work closely with cross-functional teams (CSDM, Collections, CRA, OAL, CPQ Operations, GOM, etc.) to follow up on issues and support timely resolutions.
• Ensure SLAs are met by monitoring aging queries, taking necessary actions, and supporting the team with complex quoting requests.
• Actively participate in team meetings to share knowledge, discuss challenges, and collaborate on solutions.

• Leading the team of 25+ members and implemented various plans to improve the quality score of each associate.
• Auditing voice calls, assisting the associates to improve soft skills related to the inbound and outbound calls.
• Utilize various methods to improve valuation service, trustee Service and foreclosure process techniques and updating the accounts with accurate information by resolving the property reconciliation.
• Provided detailed reports on quality metrics to senior management, enabling informed decision-making regarding process improvements.
• Created and revised procedures, checklists and job aids to reduce errors.
• Conducted thorough root cause analyses on recurring defects, resulting in the implementation of effective corrective actions.

• Strong knowledge of appraisal reports and BPO/CMA products, and coordinate with vendors to resolve property-related issues.
• Analyze client requirements and business processes to accurately estimate the value of mortgaged properties.
• Supported team members by offering guidance and technical knowledge to complete tasks efficiently and correctly.
• Responding to all inquiries in a timely courteous manner received from clients and publishing various reports monthly.
• Built strong relationships with clients through clear communication, responsiveness to requests, and consistent delivery of high-quality work products.
• Enhanced team productivity, providing training on new software tools and valuation methodologies.